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Refund Policy

What is your return policy?

We do not accept returns because most of our products are personalised, and we also do not accept returns if there is a delay in delivery due to clearance by your country's customs or local delivery service, but we do accept returns if there is a delay in delivery due to clearance by your country's customs or local delivery service, but If you believe your order is defective in any manner, we want documentation of your complaint, such as a photo. We will evaluate it and, if necessary, re-create the defective products or issue a refund.

How do I get in touch with someone if I have a problem with my order?

An account manager manages the whole process, including any concerns you may have, once you place your order online. Please email Sales@HospitalityMama.com with your order number and complaint information if you do not receive an acceptable answer. Then we'll go through it again. What should I do if my purchase arrives with poor print quality? Don't worry, you're covered by our assurances. We have quality control processes in place to reduce the likelihood of items being sent out with poor print quality. In the unusual case that the print quality is poor, contact your account manager immediately.

My order arrived and the products are damaged - what do I do?

Don't worry, you're covered by our assurances. Our checking processes ensure that your items are in good condition at the time of shipment. If your order is damaged when it arrives, it was most likely occurred during delivery. If this occurs, please remove the damaged devices and we will arrange for a refund or replacement at no additional cost. What if I get more or less than I asked for? We make every effort to send you the precise amount you requested. However, an order quantity underrun may occur owing to sporadic changes in the identification procedure. We'll give you a refund or send you more units at no extra charge if there aren't enough.

What do I do if my shipment says it has been delivered but has been missing or stolen?

If the shipment is delivered and then stolen from the delivery location, the receiver must file a complaint with the shipping company or your local police. We will NOT make a re-make of order or issue a refund in this case because the shipment was stolen when delivered, which is beyond our control; this is also why we use reputable shipping companies such as DHL, FedEx, and UPS. These shipping firms allow you to make a claim, and if they investigate, you will be entitled to reimbursement on the shipment invoice for the stolen goods, which is why we do not utilise the postal service.

My shipment was lost in transit, what should I do?

If your purchase is dispatched and it goes missing in transit, it is our obligation to work with the shipping carrier to address the problem and guarantee that your product is delivered on time. We will either re-make your purchase or refund you if they fail to deliver if the package is lost in transit. (Note - This only applies to items that go missing while in transit, not to items that are delivered missing or stolen).

Note - Any delivered purchase has a 30-day return period that begins on the day of delivery and ends 30 days later. After 30 days, the product may no longer be returned or refunded for any complaints or concerns.

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