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Exchange of Damaged products
In the case you receive a damaged product, please use our Customer Support with the following items in hand:
Pictures of the Original Packaging including the Shipping Label and bagging. Make sure to take pictures of the entire package along with any detail you feel may help us better improve the packaging or correct the situation in the future.
Order Number and the email the order was placed under.
In order to report a damaged product and request a product reposition, please navigate to the support center and click on the Request Product Reposition option.
Due to the nature of the products, only if you receive an incorrect product by mistake you could be asked to send it back to us only IF the product was never taken out of the bag.
To get a return shipping label, please navigate to our support center and click on the Request Product Reposition option. Fill up the form with the required information and send it to us.
Upon review of the documentation, you should receive the label by email within 48hrs after the request is done.
In most cases we DO NOT accept returns.
Cancellations & Refunds
Only orders in the status of On-Hold, Scheduled for Courier Pickup, or for products in Backorder may be canceled and refunded. If you wish to cancel your backorder, please contact customer support with your order number.
Once an order is in the state of Processing or Shipped, it most probably cannot be stopped on time and it needs to be canceled with the shipping carrier at a cost and with no guarantee, it will be stopped from arriving at your location.
Refunds are restricted to rare occasions in which we are out of stock for replacing a certain product. All other times, we will send you a replacement product or give you a store credit if you wish to receive the product on a later occasion.
Shipping, Packing & Re-Stocking Costs are deductible from Refunds.
Stolen After Delivery.
HSG is not responsible for stolen items once delivered. You should receive an email with a tracking number and take measures to ensure your delivery is not stolen from your property. If your package gets stolen from your property, you may proceed as follows:
File a Police Report for the Stolen Package.
Talk to Your Credit Card Company.
Hotel Supplies Group LLC is not responsible for stolen items once delivered.