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