Return, Refund & Service Policy

 

Welcome to H&L. We are committed to delivering exceptional quality across our event rentals, décor services, Haitian handmade products, catering and food service. Because many of our offerings are custom, reserved in advance, handmade or prepared to order, specific return and refund conditions apply.

General Policy

Please inspect your order immediately upon delivery or pickup.

Any item that arrives damaged, defective, incorrect or incomplete must be reported to H&L within three (3) calendar days after delivery. Claims submitted after this period may not be eligible for refund, replacement or store credit.

Eligible approved returns must be shipped, delivered back or made available for pickup within fourteen (14) calendar days of delivery. Returns received after fourteen (14) days may be declined.

Returned merchandise must be unused, unwashed, unaltered and in original packaging when applicable.

Proof of purchase or order confirmation is required for all claims.

Retail Products & Haitian Handmade Products

Eligible Returns

Non-custom retail items and eligible Haitian handmade products may be returned if:

• the item is defective, damaged in transit or materially different from the product ordered;

• the return request is submitted within 3 days after delivery;

• the approved return is received within 14 days after delivery.

Non-Returnable Items

The following are generally non-returnable and non-refundable unless defective upon arrival:

• custom-made or personalized products;

• handcrafted items with slight natural variations in color, texture, finish or pattern;

• final sale, clearance or promotional merchandise;

• used, worn, altered, washed or damaged items not caused during transit.

Refund Method

Once the returned item is inspected and approved, H&L may issue one of the following at its discretion:

• refund to original payment method;

• store credit;

• replacement of the product.

Original shipping charges are non-refundable unless the return results from our error.

Event Rentals Policy

Rental inventory is reserved exclusively for your scheduled event date. Because reserved inventory becomes unavailable to other clients, rental orders are subject to reservation-based terms.

Reservation Deposits

A booking deposit may be required to secure your event date. Deposits are generally applied toward the final balance.

Unless otherwise stated in your agreement, reservation deposits are non-refundable.

Rental Item Condition

Clients are responsible for rental items from delivery, pickup or client possession until items are returned and inspected by H&L.

Additional charges may apply for:

• missing items;

• broken or damaged items;

• excessive staining;

• misuse, negligence, improper storage or exposure to weather conditions.

Defective Rental Items

Any rental item believed to be defective, damaged, incomplete or incorrect must be reported within 1 days of delivery or immediately upon event setup, whichever occurs first.

Failure to report within this timeframe may limit available remedies.

Cancellations

Unless otherwise stated in a signed proposal or event contract:

• cancellation more than 30 days before event date may qualify for partial credit, excluding non-refundable deposits and committed third-party expenses;

• cancellation within 30 days of event date may be non-refundable due to reserved inventory, staffing, logistics and preparation commitments.

Custom sourcing or special-order rental items are non-refundable once confirmed.

Catering & Food Service Policy

Food, beverage and catering orders involve perishable goods, staffing commitments, advance purchasing, preparation and scheduling.

Food Products

Due to food safety and health regulations, all food, beverage and perishable items are final sale and non-returnable.

H&L cannot accept returns of prepared food once delivered, picked up, served or released to the client.

Quality Concerns

If there is an issue involving:

• incorrect order fulfillment;

• missing items;

• damaged packaging;

• significant quality concerns directly attributable to H&L,

please notify us within 3 days of delivery, or immediately at the event for staffed catering services.

After review, H&L may offer, where appropriate:

• replacement of affected items;

• partial refund;

• service credit.

Catering Event Cancellations

Because staffing, purchasing and preparation begin before the event date:

• deposits are generally non-refundable;

• cancellations made close to the event may result in partial or full forfeiture of payments;

• costs already incurred for ingredients, labor, rentals, transportation or third-party vendor commitments remain non-refundable.

Specific cancellation timelines may be outlined in your individual catering agreement.

Custom Event Design & Special Orders

Custom décor design, specialty sourcing, personalized pieces and made-to-order projects require dedicated creative development, procurement and production.

For this reason, custom orders are generally non-cancellable, non-returnable and non-refundable once approved or production has begun.

Return Approval Process

To request return authorization, please contact H&L with:

• full name;

• order number;

• delivery date;

• description of the issue;

• clear photographs when applicable.

Unauthorized returns may be refused.

Inspection & Processing

Once received, returned items are inspected for eligibility and condition.

Approved refunds are generally processed within a reasonable business timeframe after inspection. Financial institutions may require additional processing time before funds appear in your account.

Shipping Responsibility

Unless the return results from H&L error, approved return shipping costs are the customer’s responsibility.

We recommend tracked shipping for returned merchandise. H&L is not responsible for returned packages lost in transit.

Right to Refuse

H&L reserves the right to refuse returns, refunds or claims that:

• fall outside stated timeframes;

• show signs of use, damage, misuse or alteration;

• do not comply with this policy;

• involve abuse of return privileges.

Contact

For return requests, service concerns or policy questions, please contact H&L customer care through the contact information listed on our website.