Simple, transparent, and hassle-free return process for hotel supplies.
Policy Overview
At Hotel Guest Supplys, we understand that procurement needs can vary, and sometimes products may need to be returned or exchanged. We’re committed to making this process as smooth as possible for our hotel partners. This policy outlines our comprehensive approach to returns, refunds, and exchanges, ensuring transparency and satisfaction with every transaction.
Return Eligibility
Timeframe & Conditions
We accept returns within 30 days from the delivery date, provided all of the following conditions are met:
- Completely unopened and unused product
- Original packaging with all tags, labels, and protective materials intact
- Free from any damage, marks, or alterations
- Accompanied by the original invoice or delivery note
- Not past the expiration date (if applicable)
Non-Returnable Items
For quality and safety reasons, the following items cannot be returned:
- Special order products (clearly marked with a special order tag)
- Products with broken seals or damaged packaging
- Items specifically marked as non-returnable at time of purchase
- Bulk orders with custom pricing agreements (unless defective)
- Products that have been opened or used
Return Process
When you decide to return a product, you have two options:
- Request a refund to your original payment method
- Request an exchange for another product
Contact our dedicated support team through any of the channels below. Please keep these ready before reaching out:
- Your order number
- Reason for return
- Choice between refund or exchange
- Clear photos of the product (especially for quality issues)
Our team reviews your request and sends return authorisation along with pickup instructions if approved.
- Request reviewed within 1 business day
- Detailed return authorisation sent on approval
- For exchanges, availability of replacement is confirmed
- Business hours: Mon–Sat, 9:00 AM – 6:00 PM IST
No need to arrange your own courier — we schedule a convenient pickup from your location.
- Schedule pickup during business hours (Mon–Sat, 9 AM–6 PM)
- Pack items in original or equivalent protective packaging
- Keep products accessible for inspection during pickup
- Hotel Guest Supplys covers all return shipping costs
All returned products undergo thorough inspection at our facility. Once approved, your refund or exchange is processed promptly.
- Products inspected carefully at our facility
- Inspection results communicated within 2 business days
- Refund initiated to original payment method after approval
- Exchange replacement shipped after inspection approval
- Refund credited to your account within 7–14 days
Refund Policy
Refund Eligibility
Your refund request will be processed if:
- The return is initiated within 30 days of delivery
- Products are unused and in original packaging
- All return conditions mentioned above are met
- The items are not in the non-returnable category
Refund Options
When returning a product, you can choose from:
- Full Refund: Money returned to your original payment method
- Store Credit: Instant credit for future purchases
- Exchange: Replace with another product of your choice
Refund Process
- Initiation: Refund process begins after successful pickup and quality verification
- Verification: Products undergo quality check within 2 business days
- Processing: Once approved, refund is initiated to your original payment method
- Confirmation: You’ll receive an email confirmation when refund is processed
- Credit: The refund amount will be credited to your original payment method in 7-14 days
Payment Methods & Timeline
| Payment method | Processing time | Final credit | Status |
|---|---|---|---|
| NEFT | 1–3 business days | 7–14 days | Available |
| Credit / Debit Card | 3–7 business days | 7–14 days | Available |
| Store Credit | Immediate | Immediate | Instant |
Please note: While we initiate refunds promptly after approval, the actual credit to your account may take 7–14 days depending on your bank's processing time and payment method used.
Shipping Fee Policy
We maintain a fair approach to shipping fees:
Full Order Returns
- Complete refund including shipping charges
- Applies to lost or undelivered orders
Partial Returns
- Original shipping charges non-refundable
- Return shipping covered by Hotel Guest Supplys
Special Cases
- Defective items: All shipping charges refunded
- Wrong items delivered: Full shipping refund
- Accounts with frequent returns may have non-refundable shipping fees*
Note: As per our fair usage policy. Order value calculated after applying discounts/GST.
Exchange Process
- Exchange for any available product(s)
- Same 30-day eligibility period applies
- Free shipping on exchanges due to product defects
- If new product costs more — simply pay the difference
- If new product costs less — receive a refund of the difference
Quality Issues & Damaged Products
Defective Items
- Report within 48 hours of delivery
- Provide clear photos showing defects
- Receive immediate replacement or refund (your choice)
- No return shipping costs for defective items
- Priority handling for quality-related issues
Wrong Items
- Report within 24 hours of delivery
- Include order number and photos
- Free replacement shipping
- Option for refund or correct item
- Replacement product will be delivered within 7 days
Contact & Support
Phone
+91-9019685313
contact@hotelguestsupplys.com
Business Hours
Mon–Sat, 9AM–6PM IST
Terms & Conditions
- Hotel Guest Supplys reserves the right to modify this policy as needed
- Fair usage policy applies to prevent policy misuse
- All returns subject to inspection and approval
- Refunds processed only to original payment method
- Exchange availability subject to current stock levels
Note: For any questions, clarifications, or assistance with returns and exchanges, please contact our customer support team. We’re committed to resolving your concerns promptly and professionally.
We supply premium hotel essentials, amenities, and housekeeping products to hotels, resorts, villas and boutique stays across India. Quality-checked, GST-ready and delivered on time.
Information
Our Collection
Contact Us
-
S.No.190, Sri Ragavendra Layout, Chikkabanavara,
Bangalore- 560090 - 90196 85313, 89785 90924
- contact@hotelguestsupplys.com
©2026 Hotel Guest Supply. All Rights Reserved.