1. Overview
This return & refund policy only applies to RFID PVC cards, hotel key cards, staff ID badges and access key fobs produced by HotelCard Factory.
We divide products into two categories: blank unprinted stock cards and fully custom printed/engraved cards, with different return rules separately.
2. Blank Unprinted PVC Cards (Returnable)
Unused, undamaged blank cards with complete original packaging can be returned within 7 working days after parcel receipt.
- All return shipping costs shall be borne by the buyer;
- Products must keep intact chip, no scratches, bending or pollution;
- Return request will be rejected if goods are damaged by buyer’s improper storage or transportation.
3. Custom Printed / Laser Engraved Cards (Non-Returnable & Non-Refundable)
Once mass production starts, all personalized custom cards cannot be returned or refunded, including:
- Cards printed with customer’s hotel logo, brand artwork, store patterns;
- ID badges engraved with employee names, serial numbers, QR codes;
- RFID cards programmed with exclusive hotel lock data or access system encryption information.
Custom goods are manufactured exclusively for your brand, and cannot be resold to other clients, so mass production cancellation is not supported after production confirmation.
4. Free Remake & Full Refund for Factory Defects
If defective goods are caused by our printing error, chip failure, color deviation or production mistake:
- Provide clear photos or full video evidence within 3 working days after receiving parcels;
- We offer two solutions for your choice: free re-production of defective quantity, or full refund for defective pieces;
- We take charge of all re-delivery freight for remade orders.
5. Non-compensatable Situations
We do not accept refund or remake requests under the following circumstances:
- Customers provide wrong chip model, wrong card size, wrong lock data or incorrect design artwork;
- Damage caused by improper use, wrong card reader or self-modification of RFID chips;
- Orders confirmed with sample approval, inconsistent expectation with finished products without objective defects;
- Requests submitted more than 7 working days after receiving the goods.
6. Transit Damage Claim
Please check parcel surface before signing for delivery. If outer package is severely damaged, take pictures immediately and contact us within 3 days. We will cooperate with courier to apply loss compensation.
7. Refund Processing Time
After we receive and inspect returned blank cards or confirm defect compensation, the refund will be issued to your original payment account within 5–10 working days. The arrival time depends on international bank or payment platform processing speed.
8. Contact For Return & Refund Support
If you have any questions about return, exchange or refund policy, please reach us via:
Email: infohotelcardfactory@gmail.com
WhatsApp: +852 46664004