Refund policy

Returns & Exchanges


You can create your return/exchange through our Return Portal.

You may return or exchange your Hotel Collection products – as long as they have not been used or removed from the original packaging – within 30 days of receiving your order.

All returns and exchanges may be subject to review. If your return is subject to review, you will receive an email from the Hotel Collection Concierge ([email protected]).


Diffuser machines, Hourglass Diffusers and fragrance oils may be returned within the 30 days even after use to ensure satisfaction. Customer is responsible for return shipping costs in the event of a refund request.


Once you successfully submit a return, you will receive a shipping label. You must bring your return to any USPS location within 5 days of successfully submitting your return. Please make sure that the item you’re returning is repackaged with all cords, adaptors, bottles, accessories, and documentation that were included when you received it. When returning a diffuser machine or Hourglass Diffuser, please remove the fragrance oil from inside the diffuser before shipping it back, so as to not damage the internal mechanisms of the unit.


The cost of the return label will be deducted from your final refund amount as we do not cover return shipping costs. Once we receive your return, it will be processed and a refund will be issued within 1-3 business days.


An item can be exchanged for any item available on our website. The cost of the return label is covered by us. Once your return is in transit, it will be processed and your exchange will be sent out within 1-3 business days.

Store Credit

When an item is returned for store credit, the cost of the return label is covered by us. Once your return is in transit, it will be processed and your store credit will be sent to your email address within 1-3 business days.

Damaged Items 

When your order arrives, please inspect the box for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please submit a request through the Return Portal where you will process a replacement order.

Gift Cards
All gift cards are considered final sale, are non-refundable and may not be redeemed for cash.

Mystery Items

All mystery items are final sale and are not eligible for store credit or exchange.



Due to local liquor laws, customers may not return or exchange any wine product once it has been shipped.

Point of Purchase

Only items that have been purchased directly from Hotel Collection can be returned to Hotel Collection. Hotel Collection products purchased through other retailers, affiliates, or distributors must be returned in accordance with their respective returns and refunds policy.


  • Remember, it is your responsibility to pack the product safely when preparing your return.
  • Please keep in mind that if you have more than one order to return or exchange, you’ll need to input your order number into our Return Portal, and create a return/exchange for each order.
  • Do not include orders not processed through our Return Portal in your package as they will NOT be processed.
  • Please use the shipping label provided by our Return Portal for proper tracking to take place.