Refund & Cancellation Policy

You can cancel an order free of charge at any time before it has been packed for dispatch. Cancel it yourself from the order screen in the app while the order is still shown as placed or accepted, or contact us and we will do it for you.

• Before packing — full cancellation, no charge. Any amount already paid online is refunded in full.
• After packing but before dispatch — we will usually still cancel it, but please call us rather than relying on the app, so we can stop the consignment in time.
• After dispatch — the order can no longer be cancelled. Refuse the delivery or raise a return under section 3 below. Where a dispatched order is refused without a valid reason, the freight and return-freight cost may be recovered from you.
• Part cancellation — you can ask to remove specific lines from an order that has not yet been packed. Removing lines may change any volume-based pricing applied to the order.

We may also cancel an order ourselves — if stock turns out to be unavailable, if a pricing or listing error occurred, if the delivery location is unserviceable, or if payment or verification checks fail. If we cancel an order you have already paid for, you get a full refund, with no deduction.

Once a cancellation or return is approved, refunds are processed within 7 business days. How you get the money back depends on how you paid.

Orders paid by bank transfer, cheque or advance

• The refund goes back to the account the payment came from — the same bank account or instrument used to pay us. We cannot redirect it elsewhere.
• We release the refund within 7 business days of approving it. After that, the time for it to appear is controlled by your bank — typically 2 to 5 further business days.
• We will give you the transfer reference (UTR) once it is released. Quote it to your bank if the credit has not appeared after 10 business days.

Orders on credit account

• If the order was billed to your credit account and not yet settled, the amount is simply reversed on your account — nothing moves between banks.

Other settlement arrangements

• If the order was cancelled before any payment was made, there is nothing to refund.
• Where your account settles in some other way agreed with your sales representative and a refund is due, it is paid by bank transfer (NEFT/IMPS) to the account of the customer named on the invoice, within 7 business days of the return being received and verified.
• For this we will ask for the account holder name, account number and IFSC, in writing from your registered email or mobile number. Refunds are never paid in cash.
• With your agreement, we can instead issue a credit note against your account, adjusted on your next invoice. This is usually the fastest option for regular buyers.

What is refunded

• For our error — wrong, damaged, defective or short-supplied goods — we refund the value of the affected goods and any delivery charge attributable to them, plus applicable taxes.
• For an order you cancelled before dispatch, we refund everything you paid for that order, including the delivery charge.
• Taxes are refunded in line with the credit note issued for GST purposes. The credit note is your document of record for input-credit adjustment.

We will never ask you for your card number, CVV, UPI PIN, OTP or net-banking password to process a refund. Anyone who does is not us — please report it to enquiry@hotelicessentials.com immediately.

Please inspect your consignment when it arrives. Any problem must be reported to us within 24 hours of delivery. This window is short because transit claims have to be raised with our carrier quickly, and because we would rather replace your stock this week than argue about it next month.

What we accept back

• Damaged in transit — breakage, crushing or leakage evident on arrival.
• Defective — a manufacturing fault, or an item that fails on first use within any applicable manufacturer warranty.
• Wrong item — a product, variant, size or pack size other than what was invoiced.
• Short supply — fewer units or cases delivered than invoiced.

What we cannot accept back

• Change of mind on correctly-supplied goods. Goods correctly supplied against your order are not returnable simply because they are no longer needed.
• Consumables, chemicals or food-contact items whose seal, shrink-wrap or outer pack has been broken.
• Items showing use, washing, printing, branding or installation, and equipment installed or commissioned by anyone other than an authorised technician.
• Made-to-order, custom-printed, specially imported or clearance / “as-is” stock.
• Reports made after the 24-hour window, or without the invoice number and supporting photographs and video.

How to raise a return

• Contact us within 24 hours of delivery by email at enquiry@hotelicessentials.com, through the enquiry form on this website, or tell your assigned sales representative.
• Send us the invoice number, the item and quantity affected, and photographs and video of the goods and the outer packaging — including the shipping label where the carton is damaged.
• Keep the goods and their original packaging until the return is resolved. Do not discard damaged cartons: the carrier may need to inspect them.
• We will verify the claim and confirm the outcome, normally within 2 business days. Where a pickup is needed, we arrange it at our cost for goods that are our error.
• Once the return is received and verified, we replace the goods, issue a credit note, or refund you — your choice, subject to stock. Refunds follow the timelines in section 2.

• Delivery charges, where they apply, are shown on your order or quotation before you confirm it. Many orders above an agreed value are delivered free — your sales representative can confirm the threshold for your account and location.
• Our error. Where goods are damaged, defective, wrong or short-supplied, you pay nothing for the return or the replacement delivery. Any delivery charge relating to those goods is refunded.
• Cancelled before dispatch. The delivery charge is refunded in full along with the value of the goods.
• Refused or failed delivery without cause. If a consignment is refused, or delivery fails because nobody was available or the address on the account was wrong, the outbound freight, storage and return-freight actually incurred may be charged to you or deducted from the refund.
• Remote locations. A surcharge may apply to certain PIN codes or to consignments needing special handling. We will tell you before dispatch, and you may cancel free of charge if you do not accept the surcharge.

For any cancellation, return or refund question, contact us with your order or invoice number to hand — it is the fastest way to get an answer.

• Email: enquiry@hotelicessentials.com
• Business hours: Mon–Sat, 10:00 AM – 6:30 PM
• Address: Survey No 27, Hissa No 2, 2A, Punyadham Ashram Rd, near DMart Kondhwa, Kondhwa Budruk, Pune, Maharashtra 411048
• Or send us a message from the contact form on our website.

We acknowledge return and refund requests within 2 business days and aim to close them within 7. This policy forms part of our Terms & Conditions and does not affect any rights you have that cannot be excluded under Indian law.