Terms of Service

Binding Agreement and Email Approvals

We use a high-touch, manual approval process. You agree that:

• Digital Signatures: Any affirmative response via email (e.g., "Approved," "Looks good," "Proceed") sent to info@hotelluxurysupply.com regarding a digital mockup or a physical stitched sample constitutes a legally binding digital signature.
• Deposit and Production Commitment: Your order proceeds through mockup, physical stitched sample, and your approval. Approval confirms acceptance of the design, colors, dimensions, materials, and other specifications shown. We then invoice you, and you pay a 50% deposit. Payment of the deposit commits the order to production. Once production has begun, changes may no longer be possible, and cancellation is handled under the deposit and cancellation terms below.

Custom Goods, Cancellations, and Quality Claims

All products sold by HL Supply LLC are custom-manufactured to your specific brand requirements.

• No Returns of Correctly Produced Goods: Because these items cannot be resold, we do not offer returns or exchanges for change of mind, subjective dissatisfaction, or errors in the artwork you approved.
• Cancellation Before Commitment: Before materials are ordered or production is scheduled, your deposit may be cancelled and refunded in full.
• Cancellation After Commitment: Once 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.
• Reporting Quality Concerns: Visible shortages, shipping damage, incorrect customization, or apparent manufacturing defects should be reported within fourteen (14) calendar days of delivery. Defects that could not reasonably have been identified during the initial inspection may be reported within thirty (30) calendar days of delivery.
• Definition of a Defect: 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 remain within the tolerances disclosed before approval are not defects.
• Defect Resolution: Email your order number, high-resolution photographs, and the number of affected units to info@hotelluxurysupply.com. For a confirmed defect, we will normally repair or remake the affected units at no additional product cost and cover reasonable shipping costs associated with correcting a confirmed manufacturing error. Where a repair or remake 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, a credit toward the outstanding balance, a replacement with an agreed alternative, or a full refund for the affected portion of the order. No physical returns are required unless specified by us.
• Full Terms: Our Refund & Return Policy sets out these provisions in full and forms part of these Terms.

Color and Embroidery Standards

• Thread Matching: We match your logo colors to embroidery thread as closely as possible. If you do not specify colors, we select the closest match based on your digital file.
• Variance: You acknowledge that digital screens display color in RGB/HEX, while embroidery uses physical thread. A reasonable variance between the digital mockup and the finished embroidery is an accepted industry standard and not a defect. The physical stitched sample is your opportunity to confirm the exact result before production.

Intellectual Property and Indemnity

• Your Assets: You retain all rights to the logos and trademarks you provide.
• Ownership Warranty: By submitting an order, you warrant that you own the logo or have explicit permission to use it.
• Indemnity: You agree to indemnify and hold HL Supply LLC harmless from any claims, damages, or legal fees arising from a third-party claim that your provided logo infringes on their trademark or copyright.

Shipping

• Origin Disclosure: Our products are designed in the USA and fulfilled through our international manufacturing partners.
• Shipping Quoted Separately: Shipping is not included in the per-pair price. Freight, and any applicable duties or customs charges, depend on your destination and order size and are quoted separately and confirmed with your final quote.
• Title and Risk: Risk of loss passes to you once the carrier provides a "Delivered" scan. We are not responsible for theft after a successful delivery scan.

Timelines and Force Majeure

• Standard Lead Time: Our estimated production timeline is approximately 4 weeks after you approve your stitched sample and pay your deposit. This is a good-faith estimate, not a guarantee.
• Rush Orders: If a guaranteed date is agreed upon in writing, it is subject to your timely email approvals. Every 24-hour delay in your response may add 24 hours to the guarantee.
• Uncontrollable Events: We are not liable for delays caused by customs inspections, international holidays, or global logistics disruptions.

Governing Law and Jurisdiction

HL Supply LLC is a Delaware entity with operations in New York and New Jersey. This agreement is governed by the laws of the State of Delaware. You agree that any legal dispute arising from your purchase will be resolved in the appropriate courts of Delaware.

Contact Information

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