Refund policy

Return and Refund Policy

Change of Mind / Cancellations

  • Orders cannot be cancelled or amended once an order reference number has been issued.
  • No refunds, credits or replacements are offered for change of mind, incorrect choices, or inaccurate order information.
  • If Hotel Products Direct agrees to accept a return due to change of mind or cancellation, a 20% restocking fee will apply.

Faulty / Wrong / Short Delivery

  • Faulty products (products that do not work out of the box or show signs of failure) must be reported within 14 days of delivery.
  • Products damaged in transit must be reported within 24 hours of receipt.
  • Wrong products or short deliveries must be reported within 7 days of delivery, via email only, with supporting proof.
  • All requests for exchanges, returns, replacements, faulty products, damaged products, incorrect products, missing items, short deliveries or other product complaints must be submitted by email to info@hotelproductsdirect.com.au.
  • Your email must include your full name, contact telephone number, order number and clear photographs of the product and/or issue.
  • Photographs must be clear and show the product, packaging, labels, quantities received and any visible damage, fault, defect, staining or other issue where applicable. Customers must follow the requirements outlined in the Hotel Products Direct Customer Photo Requirements SOP.
  • Claims submitted without the required information or photographic evidence may be delayed until the required information is provided.
  • Faulty or defective items will be repaired or replaced. A refund will only be provided if the product is no longer available.
  • Marks or stains on textiles are only claimable if the item is unused and unwashed.
  • If the product is deemed not defective, Hotel Products Direct may refuse a replacement or refund.
  • If the condition of a returned product has been misrepresented, a $65 handling and administration fee may be charged.

Return Conditions

  • All original items and packaging must be returned.
  • Customers are responsible for ensuring products are adequately packaged during return shipping.
  • Exchange or return of alcohol, food and bulky products is not allowed.
  • If the return is not due to a product defect or error by Hotel Products Direct, the customer is responsible for the return freight.
  • Used or soiled items will not be credited.
  • Approved returns must be completed within 14 days of delivery.

Refunds

  • No refund will be processed until the returned product has been received by Hotel Products Direct.
  • Refunds will be issued to the same credit card or debit card used for the original purchase only.

Nothing in this Return and Refund Policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.