Refund policy
HC - Shipping and Returns Policy
I. Shipping Policy
HotelCollection.com orders are processed and shipped on business days (Monday - Friday, excluding major holidays). Allow 5-7 days for processing and 5-8 days for standard delivery.
If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available.
Shipping details for subscription items can be viewed and edited by creating an account, logging in, and visiting the 'Manage Subscription' dashboard. You may pause and postpone shipping dates for these types of orders as needed.
International Shipping
Shipping rates vary per location, due to duties & taxes, and will be converted to your local currency. The exact shipping options for your country will be presented during checkout.
Delivery times vary by destination country. For applicable countries, duties & taxes will either be automatically calculated in the product price or during checkout.
If your order has not arrived within 3 weeks of order placement, please contact our Customer Service team for updates via email.
Safe Ship
Add Safe Ship to your purchase at checkout, and your order will be insured! Safe Ship covers:
1. Stolen packages
2. Packages delivered but not received
3. Damaged items
4. Packages lost in transit
5. Wrong items
If one of these issues has occurred, please file a claim.
We highly recommend that you purchase Safe Ship insurance. If your order is lost, stolen, damaged in transit, or the wrong item has been sent and you did not purchase the insurance you will be refunded in the form of store credit minus the shipping cost, or we can send a replacement. Additional shipping charge may apply.
II. Returns and Exchanges Policy
Please contact our Customer Service team via Email (support@hotelcollection.com) or Phone (1-866-719-6819)
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 (support@hotelcollection.com).
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
Exceptions
To ensure satisfaction, the Studio Scent Diffuser, Hourglass Diffuser, Chauffeur Car Diffuser, and fragrance oils may be returned within 30 days, depending on the usage. However, the customer is responsible for return shipping costs in case of a refund request. The fragrance oils must not be opened or have a broken seal.
Exclusions: Chauffeur Car Diffuser, Penthouse Diffuser, Villa Diffuser, Presidential Diffuser, Interactive Scenting Kiosk (ISK), candles, room sprays, and reed diffusers.
Shipping
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.
Returns
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.
Please contact our Customer Service team via Email (support@hotelcollection.com) or Phone (1-866-719-6819)
Exchanges
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.
Please contact our Customer Service team via Email (support@hotelcollection.com) or Phone (1-866-719-6819)
The Starter Kit Promotion Subscription Plan
There is a three-month commitment to this subscription plan. If the customer chooses to cancel within the first thirty (30) days, the customer may do so by paying $50.00, the difference of the diffuser MSRP and the promotional price. If the customer chooses to cancel after their first thirty (30) days, the customer will need to buy the remaining committed oils in their three-month minimum commitment and then their subscription can be cancelled.
Please contact our Customer Service team via Email (support@hotelcollection.com) or Phone (1-866-719-6819).
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 contact our Customer Service team via Email (support@hotelcollection.com) or Phone (1-866-719-6819).
Gift Cards
All gift cards are considered final sale, are non-refundable and may not be redeemed for cash.
Start-Up Fees
Start-up Fees for all financing and Installment Programs are non-refundable.
Installment and Finance Programs
All installment and finance programs are non-refundable and are subject to the terms agreed upon in the agreement.
Mystery Items
All mystery items are final sale and are not eligible for store credit or exchange.
Sample Packs
Sample packs cannot be returned.
Wines
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.
Disclaimers
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 provide all order numbers to our Customer Service team with via Email (support@hotelcollection.com) or Phone (1-866-719-6819).
Do not include orders not processed through our Customer Service team in your package as they will NOT be processed.
Please use the shipping label provided by our Customer Service team for proper tracking to take place.
