Returns & Refund Policy
Our returns and refund policy for custom printed promotional products: faulty item process, artwork approval, cancellations and refund timeframes.
As all our products are custom-made to your specifications, we are unable to accept returns or offer refunds for change of mind. Each item is produced specifically for your order using your artwork and branding.
If you receive items that are faulty, damaged, or not as described, please contact us within 7 days of receiving your order. We will arrange a replacement or full refund at our discretion. Please provide:
Before production begins, we will send you a digital proof of your order for approval. Once you have approved the proof, we cannot accept returns based on design, colour, or layout. Please check your proof carefully before confirming.
Orders may be cancelled free of charge before production begins. Once production has started, cancellations are not possible as materials will have already been prepared specifically for your order.
If your order is lost or damaged in transit, please contact us as soon as possible. We will work with our delivery partners to resolve the issue and, where appropriate, arrange a replacement or refund.
While we do our best to ensure timely delivery, we are not responsible for delays caused by courier or postal services. Once your order has been dispatched, delivery timeframes are beyond our control. However, we will do our best to help resolve any delivery issues and liaise with couriers on your behalf where possible.
Where a refund is agreed, it will be processed within 14 days using the original payment method. Please allow additional time for the refund to appear on your statement depending on your bank or payment provider.
If you have any questions about returns or refunds, please contact us at:
General enquiries: sales@promoharbour.co.uk ยท Finance enquiries: finance@promoharbour.co.uk