At Hot Cold Studio, we strive to ensure a seamless experience for both our studio clients and our retail customers. We understand that plans can change, and we have established the following policy to manage cancellations and replacements fairly.
1. Order Cancellation (Products & Gear)
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Before Shipment: Customers can cancel their order for physical products at any time before the order has been dispatched. To cancel an order, please contact us immediately at +971 4 347 9820 or email info@hotcoldstudio.com. If the cancellation is processed before shipment, a full refund will be issued to the original mode of payment.
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After Shipment: If an order has already been dispatched, it cannot be canceled. In this case, the customer must follow our Return & Refund Policy, wait to receive the item, and return it to us (subject to the 14-day return rule and shipping fees).
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Non-Cancellable Items: Specialized orders, custom-configured gear, or software licenses that have been activated cannot be canceled once the order is processed.
2. Studio & Equipment Rental Cancellation
To ensure availability for all our creative partners, the following rules apply to studio bookings and equipment rentals:
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Standard Cancellation: Cancellations made more than 48 hours prior to the scheduled booking start time will be eligible for a full refund or a credit toward a future booking.
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Short-Notice Cancellation: Cancellations made within 24 to 48 hours of the booking may be subject to a 50% cancellation fee.
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Late Cancellation/No-Show: Cancellations made less than 24 hours before the booking, or failure to arrive for a scheduled session, will result in a 100% charge of the booking total.
3. Replacement Policy
We are committed to providing gear that meets the highest professional standards.
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Defective Items: If you receive a product that is defective or not working as described (excluding standard wear and tear), you are entitled to a replacement. Please notify us within 48 hours of receipt.
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Incorrect Items: If you receive an item different from what you ordered, we will arrange for a collection and send the correct replacement at no additional shipping cost to you.
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Conditions for Replacement: * The item must be in its original packaging.
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The request must be accompanied by the original receipt or proof of purchase.
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For equipment rentals, if a piece of gear fails during your session, we will provide an immediate replacement from our inventory (subject to availability) to ensure your production continues smoothly.
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4. Refund Process for Cancellations
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Original Mode of Payment: As per our global policy, all refunds arising from approved cancellations will be processed exclusively through the original mode of payment.
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Processing Time: Once a cancellation is approved, please allow 7 to 14 business days for the refund to reflect in your bank statement, depending on your issuing bank’s policies.
Contact Us for Assistance
For all cancellation or replacement requests, please reach out to our support team:
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Phone: +971 4 347 9820
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Email: info@hotcoldstudio.com
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In-Person: Visit our Al Quoz Industrial 3 location. (Warehouse 1, St 20c, Al Quoz Industrial Area 3, Dubai, UAE)