Refund & Return Policy

The Approval-Then-Deposit Standard

Our process is designed so you approve exactly what you're getting before you commit:

1. We create a digital mockup of your logo on your chosen slipper.
2. We produce a physical stitched sample for your approval.
3. Once you approve the sample, we invoice you.
4. You pay a 50% deposit.
5. Production begins.

Approval confirms acceptance of the design, colors, dimensions, materials, and other specifications shown. Where an order proceeds without a physical sample, the approved digital proof and your written order specifications are the reference for the finished goods.

Deposits and Cancellations

A 50% deposit is required before production begins.

• Before materials are ordered or production is scheduled: The deposit may be cancelled and refunded in full.
• After materials have been ordered or production has begun: The deposit becomes non-refundable only to the extent necessary to cover completed work, committed materials, supplier charges, and other costs already incurred for the order. Any remaining unused portion will be refunded or, at your option, applied as a credit toward a future order.

The same principle applies to any other amount paid toward the order. On request, we will provide a plain summary of the costs already committed at the time of cancellation.

Reporting Quality Concerns

Please inspect your order promptly after delivery.

• Within 14 calendar days of delivery: Report visible shortages, shipping damage, incorrect customization, or apparent manufacturing defects.
• Within 30 calendar days of delivery: Report defects that could not reasonably have been identified during the initial inspection.
• Filing a claim: Email info@hotelluxurysupply.com with your order number, high-resolution photographs of the issue, the number of affected units, and a brief description.

We will not deny a valid claim solely because you opened your cartons gradually, provided the issue is reported within the applicable period.

What Qualifies as a Defect

A defect is a material difference from the approved proof, sample, or written order specifications that affects the product's appearance, branding, construction, safety, or intended use.

Minor variations that are normal in textile and custom manufacturing are not considered defects when they remain within the tolerances disclosed before approval. These include:

• Color variance: A reasonable variance between your screen's display (RGB) and physical embroidery thread, which is why we provide a stitched sample for approval first.
• Placement variance: Minor shifts in embroidery placement of up to a few millimeters.
• Measurement and packaging variance: Slight differences in dimensions or packaging that do not affect branding or intended use.

Issues resulting from customer-approved artwork or specifications, improper storage, misuse, normal wear, or alterations made after delivery are not covered.

How We Resolve Valid Claims

For a confirmed defect, our first remedy will normally be to repair or remake the affected units at no additional product cost. We also cover reasonable shipping costs associated with correcting a confirmed manufacturing error.

• Physical returns are usually unnecessary: We do not normally require you to ship products back, as clear photographs are sufficient. If a physical inspection is needed, we will arrange it and cover the shipping cost.
• When a repair or remake is not the right answer: If it is not practical, cannot be completed within a reasonable timeframe, or would no longer meet your documented business need, we may provide a proportional refund for the affected units, a credit toward the outstanding balance, a replacement with an agreed alternative, or a full refund for the affected portion of the order.
• Outstanding balance: You will not be required to pay the remaining balance for confirmed defective units while a claim is being reviewed.
• If a replacement does not resolve the issue: Where a replacement attempt does not correct the same confirmed issue, you may request a refund or credit for the affected units.

Our Commitment

We review claims in good faith, communicate clearly, and work toward a practical resolution. In return, we ask that customers provide reasonable documentation and an opportunity for us to inspect, repair, or replace affected products before initiating a chargeback or third-party dispute.

Contact Information

HL Supply LLC · Email: info@hotelluxurysupply.com · Phone: (302) 203-9882
24A Trolley Sq, Unit #4143, Wilmington, DE 19806