Refund policy

Mistakes happen, even if they are rare! If you are unhappy with what we supplied, then we are unhappy!

Contact us straight away via email at support@promomerch.com.au, explain the problem, send some photos and we will see what we can do to help.

Please note the following on our returns and refunds policy;

• Once an order has been approved, we can’t change or cancel the order. This also includes the changing of sizes, colours, or decrease quantity.
• Once an order has been received all claims must be made within 7 Business Days.
• No returns are accepted if there are signs of use.

We do our best to meet all our customer's timeframes. If you have an event or something extremely time-critical we suggest you talk to us before placing the order. However, please note we can not be held accountable for manufacturing and shipping delays.

For any order that has uncompleted branding & artwork approvals

If your order includes custom branding we will get back to you within 1 business day for all artwork approvals.

However, in the rare circumstance that your artwork cannot be approved and you have requested your order to be refunded, we will happily do so minus our 5% handling and transaction fee.

A refund minus the 5% handling and transaction fee will also be charged for any order that has the branding choices unresolved.

We will do everything we can to avoid this by following up at least 3 times including a warning that the 5% fee will be charged.