Commencement Date: January 1, 2025
Last Updated: June 9, 2025

Summary

At TheHotelBuddy, we recognize that hotel supply purchases may occasionally fall short of your specific needs. As a B2B marketplace focused on premium hotel textiles and hospitality supplies, we have crafted our return and refund policy to ensure fairness and clarity, while upholding the quality standards anticipated by our hotel partners.

1. Return Eligibility
1.1 Return Policy Duration

Returns Policy: We allow returns for the majority of products within 5 days from the purchase date.

Returns for defective items must be initiated within 7 calendar days of receiving the product.

For bulk orders, please note that special return terms may be applicable. We encourage you to reach out to your dedicated account manager for further assistance.

1.2 Qualifying Items

For an item to qualify for a return, it must meet the following criteria:

In its original condition and never utilized

Presented in its original packaging, complete with all tags and labels preserved.

Included with the submission is the proof of purchase, which consists of the order number or invoice.

1.3 Items That Cannot Be Returned

The items listed below are non-returnable:

Previously utilized blankets or linens that have undergone washing or usage

Materials that are torn or damaged (except in cases of manufacturing defects)

Individual single bedsheets from sets

Tailored or bespoke products (embroidered linens, custom dimensions)

Items that are subject to spoilage or related to hygiene

Two. Return Procedure

2.1 Commencing a Return

To initiate a return, kindly reach out to our customer support team:

Phone: +91-72320 55559 (Business hours: 9 AM – 7 PM IST)
Email: contact@thehotelbuddy.com
Response Time: Within 24 hours on business days

Information Needed:

Order reference

Details regarding the product, including its name, quantity, and thread count.

Comprehensive explanation for return

Images (if asserting a manufacturing defect)

2.2 Return Authorization Process

Upon approval of your return request, you will receive:

Authorization code for return

Instructions for return shipping

Guidelines for packaging to guarantee secure transportation

2.3 Packaging and Shipping Procedures

Ensure the package is secured to avoid any damage during transportation.

Please include the original invoice along with the return authorization code.

Employ a trackable shipping method for orders exceeding ₹5,000.

3. Shipping Costs for Returns
3.1 Customer Accountability

Customers will bear the responsibility for return shipping costs unless:

The return is a result of an error on our part (incorrect item dispatched).

The product exhibits a manufacturing defect.

The item sustained damage during the shipping process.

3.2 Corporate Accountability

A prepaid return shipping label will be provided when the return is due to:

Deficiencies in manufacturing or concerns regarding quality

Items shipped by our team were incorrect.

Damage incurred during initial shipping

Four. Refund Procedure


4.1 Examination and Processing

Upon receipt of your returned item, we will conduct an inspection within 2-3 business days.

You will receive an email notification regarding the approval or rejection of your refund.

Refunds that have been approved will be processed within a timeframe of 7 to 10 business days.

4.2 Method of Refund

Refunds will be processed to your original payment method.

Bank transfers typically take 3 to 5 business days to process.

Credit cards: 5 to 10 business days (subject to variation by financial institution)

Digital wallets: 1 to 3 business days

4.3 Partial Refunds

Partial refunds may be issued under specific conditions:

Products not in their original condition

Products that are lacking components or supplementary items

Items exhibiting indications of use that exceed quality inspection standards

Bulk orders with limited return eligibility

5. Return and Exchange Policy
5.1 Terms of Exchange

At this time, we do not provide direct exchanges.

For various products, it is necessary to return the unwanted item and submit a new order.

Exceptions: Manufacturing defects may be eligible for direct replacement.

5.2 Modifications to Size and Specifications

Regarding various sizes or specifications:

Please return the original item in accordance with the return policy.

Initiate a new order according to the specified requirements.

Bulk customers: Please reach out to your account manager for support.

6. Unique Situations
6.1 Returns for Bulk Orders

For purchases exceeding ₹50,000:

An extended return window may be offered.

Partial returns are permitted for substantial orders.

Assistance from the account manager for coordinating returns

Tailored return procedures for international orders

6.2 Manufacturing Deficiencies

Items that exhibit manufacturing defects will be processed with priority.

Prompt replacement when feasible

A complete refund will be issued, inclusive of the original shipping expenses.

Thorough investigation to mitigate future challenges

There are no charges for return shipping for the customer.

6.3 Damage Sustained During Transit

In the event that items are received in a damaged condition:

Please decline the delivery at your earliest convenience, if feasible.

Capture damage with photographs

Please reach out to us within 24 hours of delivery.

Complete refund or replacement at no cost

7. Global Returns

For our international clientele spanning over 25 countries:

7.1 Return Shipping Policy

The customer is accountable for the costs associated with international return shipping.

It is advisable to utilize shipping methods that are both trackable and insured.

It is essential that customs declarations are both accurate and complete.

Section 7.2: Refund Processing

Currency conversion at current exchange rates

International transfers may incur banking fees.

Processing time may take 10 to 15 business days.

8. Quality Assurance
8.1 Our Dedication

Every product is subjected to thorough quality control measures.

Manufacturing processes certified to ISO 9001:2015

Selection and testing of high-quality materials

Adherence to international standards

Ongoing enhancement informed by feedback received

8.2 Strategies for Minimizing Returns

Our efforts are focused on reducing returns by implementing the following strategies:

Comprehensive product descriptions and specifications

Premium images and material samples

Professional consultation for bulk orders

Customer support that anticipates needs

9. Return Policy for Gifts
9.1 Business Gifts

For items designated as corporate gifts:

Credit has been issued for the value of the return.

Gift certificate sent to the buyer

Alternative solutions for corporate clients

10. Contact Details
10.1 Support Team for Returns

Returns Hotline: +91-72320 55559 (Ext. 4)
Email for Returns: returns@thehotelbuddy.com
Live Chat: Available on the website during business hours

10.2 Corporate Address

The Returns Department of TheHotelBuddy
G-111, RIICO Industrial Area
Hans Vihar, Mansarovar
Rajasthan, India

10.3 Operating Hours

Monday to Friday: 9:00 AM to 7:00 PM IST

Saturday: 9:00 AM – 5:00 PM IST

Sunday: Support available via email only

11. Key Considerations
Return Checklist

Retain the original packaging for all hotel supply acquisitions.

Please reach out within 5 days of your purchase to initiate standard returns.

Please ensure that the order number is included in all return communications.

Please verify the condition of the product prior to initiating a return.

Record any defects with detailed photographs

Return Restrictions

Returns are not accepted after a 5-day period, with the exception of manufacturing defects.

Hygiene items and personalized products are non-returnable.

Due to health and safety regulations, used textiles are non-returnable.

International returns are governed by customs regulations.

12. Updates on Policy

This return and refund policy is subject to periodic updates. Updates will be conveyed through:

Notifications via email to customers who are registered

Announcements on our homepage

Updates from the account manager regarding bulk customers

13. Client Contentment

Our objective is to guarantee that each hotel partner is fully satisfied with their experience at TheHotelBuddy.

Performance Indicators:

98% of our customers express satisfaction with our services.

Response to return inquiries will be provided within 24 hours.

Quality standards in accordance with ISO 9001:2015 have been upheld.

Inquiries regarding returns or refunds? For assistance, please reach out to our support team at +91-72320 55559 or via email at contact@thehotelbuddy.com We are committed to facilitating a seamless experience in your hotel supply procurement process.

For urgent return matters, please contact our 24/7 emergency line for critical supply situations that require immediate attention.