Warranty. HotelHome has a 38-year reputation as a designer and manufacturer of high quality products, here in Australia and also with some exclusive products manufactured for HotelHome by specialty mills offshore. Our sales for the last 38 years have been predominantly to the Interior Designer and Hotel / Accommodation industry, where we have always enjoyed accolades from all of our clients in Australasia for the high standards and longevity of our products. We do not wish to spoil our reputation now that the company is also offering our premium product direct to discerning consumers, looking for something very special and different to what is normally available in retail stores and online.
We will of course honour our obligations under the Australian Consumer Law and provide our customers, at our discretion, with an exchange if the product purchased is somehow flawed in manufacturing, or a minor repair if possible. We do ask our clients to choose our products carefully, because in some cases products are made to order and as manufacturers, we do not offer a change of mind policy. If there is a small manufacturing problem which is not major, we may choose to repair the item within a reasonable time. Any genuine customer claim considered by HotelHome for a HotelHome product will be limited to the replacement, repair, or refund of the product itself.
As with most major brands and retailers, for reasons relating to Health Department / hygiene reasons HotelHome does not exchange or refund (hygiene sensitive items) such as Quilts, Pillows, Mattress/Bed Toppers, or Mattress and Pillow Protectors, unless there is a valid manufacturing claim.
Return. All legitimate claims must be made and returned within 7 days and must include a HotelHome Return Authority Number. Goods returned and received without a Return Authority Number will not be accepted for a claim. This number will only come from HotelHome after a possible claim has been discussed and arranged with HotelHome Customer Service to return goods for inspection only. The Return Authority Number should not be treated as any form of liability, but only a willingness by HotelHome to inspect customer’s goods and it is not a guarantee that a claim will be accepted in any form. All returns must be in original packaging and return freight is the customers responsibility. If product is found to be flawed or faulty, standard freight costs will be refunded.
Any products returned for inspection of an obvious flaw, must be in original condition and will not have been used. If for any reason, HotelHome agrees to inspect a product where manufacturing flaws have been discovered after the product has been used, all bed covering products and bedding accessories must be cleaned prior to return for inspection and repair.
If you have any queries about warranties or returns, please contact our Customer Service team on 1300 733 737 or enquiries@hotelhome.com.au
