Refund and Cancellation Policy

How cancellations, returns, shortages, transit damage and approved refunds are handled for Hotel Buddy B2B orders.

Last updated: 14 July 2026

Quotation and order acceptance

Catalog listings are invitations to request a quote. An order becomes binding when Hotel Buddy accepts it in writing or issues an order confirmation. Product specifications, quantities, taxes, freight, lead time and payment terms in the accepted quotation or invoice take precedence over this general policy.

Cancellation

A standard-stock order may be cancelled before dispatch, subject to any committed procurement, payment-gateway or handling cost. Made-to-order, branded, customised, cut-to-size, hygiene-sensitive or specially procured goods cannot normally be cancelled after production or procurement begins.

Damage, shortage or incorrect goods

Inspect the shipment at delivery. Report visible damage, shortage or an incorrect item within 48 hours with the order number, package label and clear photographs or an unpacking video. Keep the goods and original packaging available for verification or reverse pickup.

Return eligibility

An approved return must be unused, unwashed and in its original saleable packaging unless the item is defective. Hotel Buddy may offer replacement, credit note or refund after inspection. Change-of-mind returns and goods altered, installed, washed or used by the buyer are not eligible unless agreed in writing.

Refund processing

Approved refunds are sent to the original payment method or agreed bank account after inspection and reconciliation. Bank or payment-provider processing time is outside Hotel Buddy's control. Freight or handling charges are refundable only when the return results from our fulfilment error or an accepted product defect.

Contact

For an order-specific question, email contact@thehotelbuddy.com or contact the Hotel Buddy trade desk.