Promotion Products Returns and Refunds Policy

At Promotion Products, customer satisfaction is our priority. This policy outlines the terms and conditions for cancellations, returns and refunds, and is designed to be clear, fair and transparent.

Cancelling Your Order

Custom / branded orders

Orders can be cancelled up to the point your items enter production and/or are customised. If you need to cancel, contact us as soon as possible and we will confirm whether production has commenced.  We will charge for any costs incurred in getting the order to this point such as artwork and proofing.

Plain stock items

You may cancel plain stock items before they are dispatched.

Change of mind returns: If you change your mind on plain stock items, you may request a return within 14 days of delivery, provided the items have not been customised or personalised in any way.  Freight and administration fees will apply in processing your return.

Non-cancellable plain stock (made-to-order / overseas sourced)

Plain stock items that are sourced from overseas specifically for your order, or custom-made to your specifications, cannot be cancelled once the order has been confirmed.

When Returns / Refunds Are Accepted

We accept returns, replacements or refunds in the following circumstances:

Wrong order received

If the products you receive do not match what you ordered (including incorrect branding or customisation), contact us as soon as possible and we will work with you to rectify the issue.

Damaged items (in transit)

If your order is damaged during transit, please notify us as soon as possible (ideally within 48 hours of delivery) so we can investigate and, where applicable, lodge a claim with the courier.  In this circumstance we reserve the right to re-supply damaged products or refund for those items.

Faulty products

If you receive items that are defective or faulty, please notify us within a reasonable time after you become aware of the issue (ideally within 5 business days of delivery). We may need to inspect the goods to confirm the fault.  In this circumstance we reserve the right to re-supply fault products or refund for those items.

Incorrect quantity

If the quantity delivered does not match your order (too many or too few), contact us as soon as possible. We will arrange to supply missing items/refund or organise return of excess items.

Custom / Branded Goods (What Cannot Be Returned)

Due to the bespoke nature of promotional products, customised/printed/branded goods cannot be returned for change of mind, because they are made to your approved specifications and cannot be resold. This includes items that have been branded, printed, embroidered, etched, engraved or otherwise customised.

Plain Stock Returns (Change of Mind)

If you wish to return plain stock items for change of mind:

• You must notify us within 14 days of delivery.
• Items must be unused, unwashed, and in original packaging, in a re-saleable condition.
• Return shipping costs are the responsibility of the customer unless the return is due to our error or the items are faulty/damaged.

Freight and administration fees will apply in processing your return.

Orders delivered in multiple batches

For orders consisting of multiple items delivered in separate batches, the 14-day return period begins from the date you receive the final batch of goods.

Print Errors and Defects

If there is a print error or defect that is determined to be our responsibility, we will offer to reprint the products or provide an appropriate remedy such as a refund on defectively printed goods.

We require the opportunity to inspect the goods within a reasonable timeframe following delivery/notification if you believe the products are defective.

Remedy Options (Repairs, Replacements, Refunds)

Remedies may depend on whether the issue is a major or minor failure.

• For minor issues, we may choose to repair, replace or otherwise remedy the issue within a reasonable time.
• For major issues, you may be entitled to a refund or replacement.

How to Lodge a Return or Claim (What We Need)

To help us resolve your request quickly, please email us with:

• Your order number/order details
• A description of the issue
• Clear photos (and video if helpful) showing the issue, including packaging where relevant
• Confirmation of quantities affected

Please keep all packaging and do not dispose of goods until we advise, as this may be required for courier claims or inspection.

Refund Process

If a refund is approved:

• Refunds are processed within 10 business days of us receiving and inspecting returned goods (where a return is required).
• Refunds are issued to the original payment method used for the purchase.
• Your financial institution may take additional time to process the refund to your account.

If returned products are found to be used, damaged, or otherwise unsaleable (for change-of-mind returns), they may be returned to you and a refund may not be issued.

Australian Consumer Law (ACL)

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law (ACL). Where the ACL applies, you may be entitled to a repair, replacement, refund or other remedy if goods are faulty, not as described, not fit for purpose, or don’t meet consumer guarantees.

Contact Us

To arrange a return or if you have questions about this policy, contact our team:

Email: sales@promotionproducts.com.au