Returns & Refunds
The honest process for sample returns, defective units, and RMA across our wholesale and OEM channels.
Last updated · May 2026
Who this policy is for
GoldHot is a B2B manufacturer, we sell to wholesalers, distributors, retailers, hotel groups, and private-label brands. We do not sell direct to end-consumers; consumer returns are handled by the retailer or e-commerce platform that sold them the unit.
If you bought a GoldHot unit through one of our partners (Walmart, Costco, Zadro, SereneLife, SLF Luxury, Airmate, Dovce, ZenToes, or any other named retailer), please contact that retailer first, they administer the consumer warranty.
Sample returns
When you order 1-10 sample units to evaluate a model:
- -Sample fee is non-refundable, it covers production, individual packaging, and air-freight prep
- -If a production order of 200+ units follows within 90 days, the sample fee is fully credited against the production invoice
- -Sample units are tested and inspected before shipment but are not required to be returned
Bulk-order returns
For Pilot (200-499), Distributor (500-999), Wholesale (1, 000-5, 000), and Volume (5, 000+) orders:
- -All sales are final once the container has been signed for at the destination port
- -Damaged-in-transit units: file with the freight carrier and notify us within 7 days of receipt with photos; we provide all required factory documentation
- -Defective units (within warranty): see /warranty for the RMA process, replacement parts or units are shipped at our cost on the next available freight
- -Mistaken orders (wrong model, wrong colour): if reported before production starts we can swap at no charge; after production starts, swap costs are negotiated case-by-case
The RMA process, at a glance
Step 1, Notify the account team (Sky or Leon) by email with your PO number, model, serial, and photos/video of the defect. Step 2, We open an RMA case within one business day. Step 3, Depending on the defect we send either replacement parts (most cases) or a complete replacement unit. Step 4, Defective unit is returned to us on the next outbound container or scrapped on-site, depending on freight economics.
Timelines
- Damage report window
- 7 days from container arrival
- RMA acknowledgement
- 1 business day
- Replacement-part ship
- 5-10 days after RMA approval
- Full-unit replacement
- 21-35 days depending on freight mode
- Refund window (if applicable)
- 30 days from RMA close, via original payment method