Refund policy

Returns, cancellations and refunds

Business orders and made-to-order products

Hospitality Store Ltd supplies products exclusively to business customers purchasing for business purposes.

All products are made to order to fulfil each customer’s requirements. Production may involve a particular model, size, finish, colour, configuration or combination of accessories. These products are not held as general stock and may be unsuitable for resale to another customer.

We therefore do not accept change-of-mind returns or exchanges.

Checking your requirements

Please check your quotation and order specification carefully before confirming your order, including quantities, dimensions, finishes, accessories and delivery access requirements.

We welcome questions before you order and will help you clarify the specification. Returns will not be accepted solely because your requirements subsequently change, you order an incorrect quantity or specification, or correctly supplied goods are no longer required.

This does not affect our responsibility to supply goods that conform to the agreed specification or any applicable obligations concerning advice we have provided.

Cancellations and amendments

Once we have accepted your order, there is no contractual right to cancel or amend it simply because you change your mind.

Please contact us promptly if you wish to request a change. Any cancellation or amendment requires our written agreement and may be impracticable once materials have been ordered or production has begun.

Where we agree to a cancellation or amendment, we will confirm the terms in writing. Charges may reflect work already completed, materials purchased, manufacturer commitments and other reasonable, unavoidable costs arising from your order, taking account of costs saved or recovered. These charges may be substantial where production is advanced.

Any refund due will be calculated after the agreed charges have been deducted. Agreed refunds are paid to the original payment method within 14 days of agreement.

Damaged, faulty or incorrectly supplied goods

We take product quality and accurate fulfilment seriously. If goods arrive damaged, appear faulty or do not match the agreed specification, please contact info@hospitalitystore.co.uk as soon as reasonably possible.

Please provide your order reference, a description of the problem and relevant photographs. Inspect deliveries promptly and retain packaging where practicable to help us investigate delivery damage.

We will investigate and provide the remedy required by the contract and applicable law. Depending on the circumstances, this may include repair, replacement or a refund.

The exclusion of change-of-mind returns does not remove applicable rights concerning defective or incorrectly supplied goods.

Arranging a return

Please contact us before returning any goods so that we can provide written return instructions and the correct return address. Our business address should not be used for returns unless we expressly instruct you to do so.

Responsibility for collection or return costs will be confirmed according to the reason for the return and applicable contractual and legal obligations.

Your rights

Nothing in this policy excludes or limits any right, remedy or liability that cannot lawfully be excluded or limited.