PromoMate Return & Refund Policy
Everything we sell is printed or branded to your order, so we can’t take it back for a change of mind. If something’s wrong with it, though, we’ll sort it. Here’s how that works.
The short version
- We accept returns of faulty, damaged or incorrect products. We don’t accept returns for change of mind on custom-branded goods.
- Please let us know about a problem within 14 days of receiving your order.
- Returns are by courier or post only. We don’t accept returns in person or in store.
- If we confirm a fault, we arrange and pay for the return freight. Returns are free for you.
- There’s no restocking fee.
- Refunds are processed within 14 days.
- Nothing in this policy limits your rights under the Australian Consumer Law.
What’s covered
We’ll put it right if your order:
- is faulty or has a manufacturing or printing defect;
- arrived damaged;
- doesn’t match the artwork proof you approved or your order confirmation (wrong product, colour, print position or quantity).
Goods can come back new or slightly used. If you only spotted the fault after opening or trying an item, that’s fine. Because every order is made to your specification, we can’t accept returns for change of mind once you’ve approved your artwork proof or production has started. This includes ordering the wrong size, colour or quantity, or no longer needing the goods. We don’t offer exchanges for a different product, size or colour. If an item is faulty, a replacement of that same item is one of the ways we’ll fix it (see “How we’ll fix it” below).
How to make a claim
Email [email protected] and please include:
- your order or invoice number;
- what’s wrong, and how many items are affected;
- clear photos of the problem (including a close-up of the print if it’s a print issue);
- photos of the carton and shipping label if the goods arrived damaged.
Please don’t send anything back until we’ve been in touch, and hang on to the goods and packaging until your claim is sorted. We ask that you tell us within 14 days of receiving your order so we can check it with the printer or supplier while it’s fresh. If you find a problem later, still get in touch. Your rights under the Australian Consumer Law don’t end after 14 days.
How we’ll fix it
Depending on the problem, we’ll reprint, replace, give you a credit or refund you. For a major failure you can choose a refund or a replacement. For a minor problem we’ll choose a reasonable fix, usually a reprint or replacement, and we’ll do it within a reasonable time. See “Your rights under the Australian Consumer Law” below. Sometimes we won’t need the goods back. If we do, we’ll tell you when we confirm your claim.
Return freight
Returns are by courier or post only. We don’t accept returns in person or in store. If we need a faulty or incorrect item back, we’ll book the courier or email you a prepaid return label once we’ve confirmed your claim. There’s nothing to pay for return freight on a confirmed fault, and there’s no label packed in with your order.
Cancellations
You can cancel an order before production starts. Once you’ve approved your artwork proof and production is underway, the order can’t be cancelled.
Refunds
If you’re getting a refund, we’ll process it within 14 days of receiving the returned goods, or within 14 days of approving your claim if we don’t need the goods back. Refunds go to your original payment method. Your bank may take a few extra business days to show it. There’s no restocking fee. If a refund hasn’t shown up after that, check with your bank first, then email us and we’ll chase it.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or changes those rights. The 14-day timeframe above is a request for prompt notice, not a time limit on your rights.
Need help?
Email us at [email protected]. We actually answer our emails, and we’ll sort it.