Returns, Reprints, and Refunds

Personalised items

• All products are custom-made. Once you approve artwork or production starts, returns or change-of-mind cancellations are not accepted.

• If we make an error or the product is faulty, we will fix it.

What we’ll do if there’s a problem

• For printing or product faults, we will reprint/replace.

• If the issue is a major failure under Australian Consumer Law, you can choose a refund or replacement. Your ACL rights cannot be excluded.

How to report an issue

• Email online@mypromoshop.com.au within 14 days of delivery with your order number, a description of the issue, and clear photos.

• Keep the item and original packaging until we assess the claim. Items sent back without approval will be refused.

Return shipping

• Free if the item is faulty, misprinted, or we sent the wrong product.

• Not applicable for change-of-mind, which we do not accept for personalised goods.

Non-returnable services and items

• Design/graphic services are non-refundable once work has started.

• Sale items and gift cards are non-refundable, except where required by law.

Exchanges

• For faulty items, we replace or reprint. For a different product or change-of-mind, place a new order.

Refund timing

• If a refund is approved, we process it to your original payment method within 10 business days. Your bank may take additional time to post it.

• If more than 15 business days pass after approval, email online@mypromoshop.com.au.

Damages or wrong item

• Inspect on arrival and contact us immediately so we can make it right.