Delivery and Returns Policy

Last updated: 10 July 2026

1. About This Policy

This Delivery and Returns Policy applies to orders placed with HotelCards.ie.

HotelCards.ie supplies made-to-order hotel key cards, printed card wallets, card sleeves and related accessories to hotels and other business customers.

HotelCards.ie is a trading name of CardLogic Limited, registered in Ireland under company number 478303.

This policy should be read together with our Terms and Conditions of Sale.

2. Made-to-Order Products

Most products supplied by HotelCards.ie are made specifically for each customer.

This includes products that are:

• Printed with customer branding or artwork.
• Manufactured in a selected material or finish.
• Encoded or configured for a particular hotel lock system.
• Printed with a magnetic stripe, RFID chip or other technology.
• Numbered, personalised or produced using variable data.
• Manufactured in a customer-specific quantity.
• Specially sourced for an order.

Because these products are made to order, they cannot be returned or exchanged simply because the customer changes their mind.

3. Digital Proof Approval

A digital print proof will normally be provided before production begins.

The customer must check the proof carefully before approving it.

This includes checking:

• Hotel name and contact details.
• Spelling and grammar.
• Logos and images.
• Colours.
• Front and reverse layouts.
• Card orientation.
• QR codes and barcodes.
• Numbering or variable information.
• Card material and finish.
• RFID, chip or magnetic stripe requirements.
• Wallet folds, pockets and positioning.
• Any other information shown on the proof.

Approval by email, an online approval form or another written method is treated as final approval to manufacture the products shown.

Production may begin immediately after approval.

4. Errors on an Approved Proof

The approved digital proof is the final reference used for production.

If an error was visible on the approved proof but was not identified before approval, responsibility for that error rests with the customer.

Examples include:

• Spelling mistakes.
• Incorrect telephone numbers or website addresses.
• Incorrect hotel details.
• Outdated logos.
• Incorrect colours selected by the customer.
• Incorrect room, numbering or variable data.
• Incorrect QR-code destinations.
• Missing or incorrectly positioned information.
• Incorrect card technology or specifications supplied by the customer.

Products manufactured correctly according to an approved proof are not considered faulty.

In these circumstances, HotelCards.ie will not provide a free reprint, replacement, credit or refund.

A corrected order can be produced, but it will be treated as a new order and charged accordingly.

For this reason, customers should check every part of the proof carefully before providing approval.

5. When Production Begins

Our production times begin only after we have received:

• Final written proof approval.
• All required technical specifications.
• Correct artwork and variable data.
• Any requested sample or compatibility approval.
• The required deposit or full payment.
• Complete billing and delivery information.

Delays in receiving any of these items will delay the order.

Changes requested after proof approval may not be possible. Where changes can be made, additional artwork, setup or production charges may apply, and the delivery date may be extended.

6. Standard Processing Time

Orders are normally processed and scheduled for production within:

1–3 working days following final proof approval.

This processing period may include:

• Final artwork preparation.
• Production file checks.
• Technical specification checks.
• Material allocation.
• Factory scheduling.
• Preparation of variable data or encoding instructions.

This processing period forms part of the overall order schedule.

7. Standard Production Time

Standard production normally takes approximately:

10–14 working days.

Production times may vary depending on:

• Product type.
• Order quantity.
• Card material.
• Printing and finishing requirements.
• RFID, chip or magnetic stripe requirements.
• Encoding or numbering.
• Wallet or sleeve construction.
• Current production workload.
• Material availability.
• Customer-requested changes.

Production times are estimates unless a guaranteed date has been expressly confirmed by us in writing.

8. Estimated Delivery Time

The usual estimated timeframe from final proof approval to delivery is:

12–16 working days.

This estimate includes normal processing, production and delivery.

A working day means Monday to Friday, excluding public holidays in Ireland and relevant holidays affecting our production or delivery partners.

The 12–16 working-day estimate begins only when all artwork, specifications, approvals and required payments have been received.

The estimated delivery timeframe does not begin from:

• The date of the initial enquiry.
• The quotation date.
• The date artwork was first supplied.
• The date an order was provisionally discussed.
• The date an unapproved proof was issued.

9. Delivery Estimates

Delivery dates are estimates rather than guaranteed deadlines unless we specifically confirm a guaranteed delivery date in writing.

Customers should place orders early enough to allow for:

• Artwork changes.
• Proof revisions.
• Compatibility testing.
• Production workload.
• Courier delays.
• Customs clearance.
• Public holidays.
• Unexpected manufacturing issues.

HotelCards.ie is not responsible for costs or losses caused by a delivery delay outside our reasonable control.

This may include hotel opening delays, launch costs, staff costs, lost bookings, temporary card costs or other indirect business losses.

10. Rush Production

A rush service may be available for certain products.

Rush production is:

• Subject to current production capacity.
• Subject to material availability.
• Not available for every product or order.
• Charged at an additional cost.
• Only confirmed when accepted by us in writing.

Requesting a rush service does not mean that it has been accepted.

A rush delivery date is only valid after:

• We have confirmed the date in writing.
• Final artwork has been approved.
• All technical specifications have been supplied.
• Any required rush charge has been paid.
• We have confirmed that the required materials are available.

Customer delays in approving artwork, supplying information or making payment may invalidate an agreed rush schedule.

11. Delivery Charges

Delivery charges will be shown on the quotation, order confirmation or invoice.

Additional charges may apply for:

• Express delivery.
• International delivery.
• Remote locations.
• Pallet delivery.
• Customs clearance.
• Failed delivery attempts.
• Incorrect or incomplete delivery addresses.
• Redelivery.
• Special delivery requirements.

The customer is responsible for checking that the delivery address is complete and accurate.

12. International Orders

For orders delivered outside Ireland, the customer may be responsible for:

• Import VAT.
• Customs duties.
• Customs clearance charges.
• Local taxes.
• Brokerage fees.
• Providing an EORI or local tax number.
• Meeting local import requirements.

These charges are not included unless expressly stated in our quotation.

Customs delays are outside our direct control and may extend the estimated delivery time.

13. Failed or Refused Deliveries

The customer must ensure that someone is available to receive the order at the delivery address.

If delivery cannot be completed because:

• Nobody is available.
• The address is incorrect.
• Delivery is refused.
• Access to the property is restricted.
• Required delivery information was not provided,

the customer may be responsible for redelivery and storage charges.

14. Checking Your Delivery

Customers should inspect all products as soon as reasonably possible after delivery.

Please check:

• That the correct products were delivered.
• The quantity received.
• Whether the packaging is damaged.
• Whether the products match the approved proof.
• Whether there is any visible printing or manufacturing issue.

Visible damage, shortages or incorrect products should be reported within five working days of delivery.

Where possible, damage should also be noted when signing for the delivery.

15. Reporting a Problem

To report a problem, email info@hotelcards.ie and include:

• Your order or invoice number.
• A clear description of the issue.
• The quantity affected.
• Photographs of the products.
• Photographs of the packaging where transit damage occurred.
• A copy or photograph of the affected card or wallet.
• Any relevant lock-system or compatibility information.

Customers must retain the affected products and packaging while the issue is investigated.

We may ask for samples to be returned for inspection.

Products should not be issued, encoded, altered or used extensively after a fault has been identified, as this may prevent us from properly investigating the issue.

16. Errors Made by HotelCards.ie

We will investigate any claim that products were manufactured incorrectly.

An error on our part may include:

• Printing that materially differs from the approved proof.
• Supplying the wrong product.
• Supplying the wrong agreed card technology.
• Printing the incorrect approved artwork.
• A confirmed manufacturing defect.
• A significant shortage in the delivered quantity.
• Damage that occurred before delivery.

An issue will not be considered an error on our part where the products were manufactured according to:

• The approved proof.
• The specifications supplied by the customer.
• The confirmed order details.
• The approved sample.
• Instructions provided by the customer or its representative.

17. Remedies for Confirmed Errors

Where we confirm that a mistake was made by HotelCards.ie, we may offer one of the following remedies:

• Reprinting the affected products.
• Replacing the affected products.
• Supplying a confirmed missing quantity.
• Issuing a credit for the affected products.
• Refunding the amount paid for the affected products.

The appropriate remedy will depend on the nature and extent of the issue.

Our responsibility normally applies only to the quantity confirmed as affected.

We must be given a reasonable opportunity to inspect the products and correct the problem before the customer purchases replacements elsewhere.

18. Colour and Manufacturing Tolerances

Printing and manufacturing processes can result in minor variations.

Reasonable variations may occur in:

• Colour.
• Print shade or density.
• Cutting.
• Positioning.
• Dimensions.
• Card thickness.
• Surface finish.
• Lamination.
• Folding.
• Gluing.
• Material texture.
• Wood or bamboo grain.
• Recycled material appearance.

Colours displayed on a computer or telephone screen may not exactly match the final printed product.

Minor variations that do not materially affect the appearance or normal use of the products are not considered manufacturing faults.

19. Natural and Eco Materials

Wood, bamboo, recycled PVC, bio-based PVC and other alternative materials may vary naturally between individual products and production batches.

Wooden and bamboo cards may differ in:

• Grain pattern.
• Shade.
• Texture.
• Natural markings.
• Edge appearance.
• Print absorption.

These variations are characteristics of the material and are not considered defects.

20. Compatibility Issues

The customer is responsible for supplying the correct hotel lock and card specifications.

This may include:

• Lock manufacturer.
• Lock model.
• RFID frequency.
• Chip type.
• Chip generation.
• Memory requirements.
• Magnetic stripe type.
• Encoding format.
• Software or firmware information.

Where compatibility is uncertain, we may recommend that the customer tests a sample before approving bulk production.

We are not responsible for compatibility issues caused by:

• Incorrect or incomplete information supplied by the customer.
• Failure to test a recommended sample.
• Changes to the hotel’s lock system.
• Lock or encoder software updates.
• Incorrect encoding by the customer or another supplier.
• Damaged or incorrectly configured locks or encoders.
• Using the cards with a different system from the one specified.

If we supply a product that does not match the technical specification expressly confirmed by us, we will investigate the issue under the error procedure above.

21. Transit Damage

If a package appears damaged on delivery, the customer should:

• Photograph the packaging before opening it.
• Note the damage with the courier where possible.
• Photograph the contents.
• Retain all packaging.
• Contact us within five working days.

We will investigate the issue with the delivery provider.

Products should not be returned without first receiving instructions from us.

22. Returns

Made-to-order products cannot be returned unless:

• We supplied the wrong product.
• The products contain a confirmed manufacturing fault.
• The products materially differ from the approved proof because of our error.
• We expressly agree to accept the return in writing.

Products must not be returned without prior authorisation.

Unauthorised returns may be refused or returned to the customer at the customer’s expense.

23. Change-of-Mind Returns

We do not accept change-of-mind returns for made-to-order products.

This includes products that have been:

• Printed.
• Encoded.
• Numbered.
• Personalised.
• Manufactured in a selected material or finish.
• Specially sourced.
• Produced using customer-approved artwork.

The fact that some or all of the products remain unused does not make them returnable.

24. Order Cancellations

Cancellation requests must be made in writing.

An order may only be cancelled without significant production charges if:

• Production has not started.
• Materials have not been ordered or allocated.
• Artwork work has not been completed.
• No supplier costs have been committed.

Once the digital proof has been approved, production may begin immediately.

After proof approval, cancellation may not be possible. If we agree to a cancellation, the customer will be responsible for all work completed and costs committed up to that point.

This may include:

• Artwork and proofing costs.
• Setup costs.
• Material costs.
• Supplier charges.
• Production already completed.
• Administration costs.

Where production has begun or materials have been specially ordered, the cancellation charge may be up to the full order value.

25. Approved Proof Errors

No free return, refund, replacement or reprint will be provided where:

• The products match the approved proof.
• The error was visible on the proof.
• The customer supplied incorrect information.
• The customer approved an outdated design.
• The customer failed to check the proof carefully.
• The customer requested production without approving a proof.

This applies even where the error is not noticed until after delivery.

We may provide a quotation to reproduce the order with corrected artwork.

26. Unauthorised Use or Alteration

A return or replacement claim may be refused where the products have been:

• Encoded after the alleged fault was identified.
• Issued to guests.
• Resold or distributed.
• Printed on by another supplier.
• Cut, punched or altered.
• Damaged through incorrect storage.
• Used with unsuitable equipment.
• Modified after delivery.

This does not apply where reasonable testing was necessary to identify the problem.

27. Refunds and Credits

Where a refund or credit is agreed, it will normally be limited to the affected products.

Original delivery costs may be refunded where the entire order was incorrect or unusable because of an error on our part.

Refunds do not normally cover:

• Installation costs.
• Hotel staff time.
• Guest compensation.
• Lost bookings.
• Loss of revenue.
• Emergency cards purchased elsewhere.
• Lock-system changes.
• Indirect or consequential business losses.

Nothing in this policy excludes liability that cannot lawfully be excluded.

28. Contact Details

Questions about delivery, returns or proof approval can be sent to:

HotelCards.ie
Kilkenny Commercial Centre
Sion Road
Kilkenny
Ireland

Email: info@hotelcards.ie
Telephone: 01 506 5661

HotelCards.ie is a trading name of CardLogic Limited, registered in Ireland under company number 478303.