Returns Policy

 

RETURNS 1. Within Australia damaged or faulty goods may be returned ( Within 14 days) to us freight will be reimbursed. Please contact us on ekelly@hotelathome.com.au for Shipping Details prior to dispatch. 2. Within Australia returns are accepted unless stated as 'sold as is', purchaser pays return freight. ORDER PROCESS 1. Unless previously quoted, you accept that any extra freight charges will be added to your order. 2. Once payment has been accepted, your order will be processed within 48 hours and dispatched once received by the manufacturer (normally around 1-2 weeks )unless otherwise advised. 3. Customers will be notified via email if delays in shipping occur. 4. Where we accept an order, we will do all that is possible to ensure your order is fulfilled. We will bear no liability for unavailability of goods.Final Delivery: All domestic orders over $100 will only be delivered to a residential or business address and required a signature upon receipt. 5. Insurance: Insurance for loss or damage of goods in transit can be purchased on request. If not requested insurance will be deemed as not required. Please report any damaged parcels immediately and retain packaging in case an inspection is required.Warranty Goods (Under Warranty) for returns and delivery, shipping costs are payed by the purchaser or the buying customer. Hotelathome Pty Ltd is not liable for goods shipped,posted or in transit with associated courier companies or australia post.Under the health act pillows, quilts, underlays, bed toppers, mattress and pillow protectors are non-refundable unless faulty.

RETURNS 2. Change of Mind Policy -  After receiving the product, you have 14 days to contact Hotel at Home via email (ekelly@hotelathome.com.au) to be eligible for a return of the product. (For health reasons pillows, quilts, underlays, beds, toppers, mattress and pillow protectors are non-returnable unless faulty. As such, you cannot return these even if they are unused) After checking your return request, we will send you a confirmation email. The product must be returned to Hotel at Home within 7 calendar days of the issue of the confirmation email by Hotel at Home. After receiving the product we assess the returned goods and may or may not offer a credit depending on their condition. In order to credit you for your returned items, we expect the purchased items to be returned in brand new condition. This includes the return of the original packaging and labels and tags still being attached to the items. Once it/they has/have been returned and accepted, we will refund you in store credit for the products (less the original shipping fee). Please note if it becomes necessary to cancel a bed order on the delivery day before the item has been unpacked, there will be a 10% restocking fee charged to cover the manufacturer's fees.

Postal Freight Shipping Insurance is optional if requested or needed $2.20 per $100.00 .