Our Commitment to Your Satisfaction
At Hospitality Super Store, we take pride in providing premium tableware and hospitality supplies to restaurants, hotels, and catering services worldwide. We understand that in the hospitality industry, quality and reliability are paramount. That’s why we stand behind our products with a comprehensive returns and exchanges policy designed to meet the needs of hospitality professionals.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your shipment. This gives you adequate time to inspect your commercial-grade hospitality supplies and ensure they meet your professional standards.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, items must meet the following criteria:
- Items must be in original, unused condition
- All original packaging and tags must be intact
- Items must be in resalable condition
- A copy of the original invoice or proof of purchase must be provided
Non-Returnable Items
Due to hygiene and safety considerations in the hospitality industry, the following items cannot be returned or exchanged:
- Cutlery – For health and safety reasons, once opened
- Glassware – If original packaging has been opened or compromised
- Cups & Mugs – If used or removed from original packaging
- Custom or personalized items
- Items marked as final sale or clearance
These restrictions help us maintain the highest standards of hygiene and quality for all our hospitality industry clients.
Step-by-Step Return Process
1 Initiate Your Return Request
Contact our customer service team within 15 days of receiving your order. Use the return request template below or email us directly at [email protected].
2 Receive Return Authorization
Once we receive your request, we’ll provide you with a Return Authorization Number and detailed instructions within 2 business days.
3 Package Your Items
Carefully pack the items in their original packaging, including all accessories and documentation. Include a copy of your original invoice.
4 Ship Your Return
Ship the package to our warehouse address. We recommend using a trackable shipping service and insuring the package for its full value.
5 Inspection & Processing
Once received, our quality control team will inspect the items (typically within 3-5 business days). We’ll notify you of the status via email.
Return Request Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
Dear Hospitality Super Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Customer Name: [Your Full Name]
Business Name: [Your Business Name, if applicable]
Items to Return/Exchange:
Product Name: [Product Name]
SKU/Item Number: [If available]
Quantity: [Number of items]
Reason for Return: [Please specify – damaged, incorrect item, etc.]
Preferred Resolution:
â–¡ Refund to original payment method
â–¡ Exchange for [specify replacement product]
â–¡ Store credit
I confirm that the items are in original, unused condition with all packaging intact.
Thank you for your assistance,
[Your Name] [Your Phone Number] [Your Email Address]Refund Processing
Once your return is approved, we will process your refund within 5-7 business days. The timing of when the funds appear in your account depends on your financial institution:
- Credit Card Refunds (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal Refunds: 3-5 business days after processing
Refunds will be issued to the original payment method used for the purchase. If you paid with multiple methods, the refund will be distributed accordingly.
Exchange Process
For exchanges, we will ship the replacement item once we receive and inspect your return. Standard shipping times will apply for the replacement shipment.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and retaining your shipping receipt until the return process is complete.
Need Assistance?
Our dedicated customer service team is here to help hospitality professionals like you. Contact us at:
Email: [email protected]
Address: 4313 Harry Place, Colorado Springs, CO 80901, USA
We typically respond to all inquiries within 1-2 business days.
International Returns
As we serve hospitality businesses worldwide (excluding Asia and certain remote areas), please note that international returns may be subject to customs duties and taxes, which are the responsibility of the customer. We recommend checking with your local customs office before shipping returns.
Last Updated: December 2023