Our Warranty Policy

We offer a warranty period of 5 working days on the physical appearance of the products following receipt (ex. damaged during delivery, tear on the sleeper, bad product, etc.)
We offer a warranty period of 180 days following receipt of the products (6 months) on the functional aspect of the Hot Poc. Within a period of more than 180 days from receipt, a Hot Poc that fails to generate heat or reuse cannot be replaced or credited under the Hot Poc warranty. After a period of 6 months, it is difficult for us to judge the use and storage measures undertaken towards the Hot Poc. However, we draw the line and cannot honor warranties 180 days after receipt of the products.
The process for claiming a product warranty is via the Shopify online platform - B2B Portal hotpoc-portail-b2b.myshopify.com, "Returns and Warranties" tab. Provide all requested information. When the request is approved, a credit on your next order or a product exchange will be made depending on the nature of the complaint. The return of products may be requested. No refunds will be made..

Here are examples of returns and warranties we would process :

  • You changed your mind when you received your package or have already received some Hot Poc as a gift.  
  • When opening your package at reception, one of your Hot Poc was damaged.
  • You received a Hot Poc without a metal disc, thus it cannot generate heat and be reused.
  • Your Hot Poc becomes completely crystallized and white and does not become liquid again, even after being boiled. It no longer generates any heat.

Here are examples of returns and warranties we would NOT process :

  • You burned your Hot Poc in a pot without water, it no longer works.
  • You broke your Hot Poc by heating it in the microwave.
  • Your Hot Poc spent two weeks in your glove compartment at -30 degrees Celsius, it no longer works as well.
  • I left my Hot Poc Sleeper on a heat source and the fabric burned.
  • My Hot Poc is visually a bit jelly-like (flaky), but it still works. Note: If a Hot Poc is gelatinous, but creates heat when the metal disc is clicked, it is still useful and reusable.