At PromoShop Australia (promoshop.com.au), we strive to deliver high-quality promotional products and customized merchandise. To ensure a transparent shopping experience for all our customers, our return and refund policy is outlined below in accordance with Australian Consumer Law (ACL).

1. Return Window

• Customers may request a return or exchange within 30 days from the date of physical delivery.

• Return requests submitted after 30 days of delivery will not be eligible for a refund or replacement unless required by law.

2. Conditions for Returns & Standard Products

We accept returns for both defective/damaged products and non-defective standard (blank/uncustomized) products:

• Defective or Damaged Products: If products arrive damaged, misprinted, or defective, please contact us immediately with photographic proof. We will organize a replacement or full refund.

• Non-Defective Standard Products: Unprinted/blank stock in original, unused condition with original packaging may be returned within 30 days.

• Customized / Branded Goods Exception: In accordance with Google Merchant Center guidelines and Australian Consumer Law, goods that have been custom-printed, embroidered, or otherwise personalized according to customer specification cannot be returned for change of mind. Returns on custom merchandise are strictly accepted for manufacturing defects, transit damage, or print errors that deviate from approved artwork proofs.

3. How to Initiate a Return Process

1. Contact our customer support team via email at info@promoshop.com.au or by calling 1300 113 799 with your order number, reason for return, and photos (if damaged/defective).

2. Our team will review your request within 2 business days and issue a Return Authorization (RA) number along with return address instructions.

3. Pack the item securely in its original packaging and include the RA number inside the shipment.

4. Return Shipping Fees & Methods

• Defective, Damaged, or Incorrect Items: Promoshop covers all return shipping costs. We will provide a pre-paid return shipping label via email.

• Change of Mind / Standard Stock Returns: The customer is responsible for covering return shipping costs.

• Restocking Fees: We do not charge restocking fees for returned products.

5. Refund Method & Processing Time

• Refund Method: Approved refunds will be processed back to the original method of payment (Credit Card, Direct Deposit, or PayPal).

• Processing Time: Once your returned item is received and inspected at our warehouse, refunds are processed within 3 to 5 business days. Please allow additional time for your bank or credit card provider to post the funds to your account.

6. Contact Information

For any questions or assistance regarding returns, refunds, or cancellations:

• Company Name: PromoShop

• Website: https://www.promoshop.com.au

• Email: shop@promoshop.com.au

• Phone: 1300 113 799

• Address: Melbourne, Victoria, Australia