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Mon - Fri, 9am - 5pm (AEST) (07) 4429 3835quote@promopunks.com.au

Refund policy

This policy applies to every order placed with Promo Media Pty Ltd trading as Promo Punks® (“Promo Punks”, “we”, “us”). By accepting a quote or paying an invoice you agree to it. It sits alongside, and never limits, your rights under the Australian Consumer Law.

Our promise

If we get it wrong, we fix it. Where a product has a production or decoration fault that is our responsibility, we will remake or replace it free of charge. If a remake cannot fix the problem, we will refund it.

Custom branded products and change of mind

Because our products are decorated to your approved artwork and cannot be resold, customised, printed, embroidered, engraved, sublimated or otherwise branded goods are not eligible for return, exchange or refund for change of mind once production has started. This includes ordering the wrong size, colour or quantity, or no longer needing the goods.

Plain, undecorated stock may be returned for change of mind within 14 days of delivery if it is unused, in its original packaging and in resaleable condition. Return freight is at your cost and a restocking fee may apply. Made-to-order and indent (overseas-sourced) stock cannot be returned for change of mind.

None of this affects your rights under the Australian Consumer Law for goods that are faulty, not as described or not fit for purpose.

Cancellations

  • Custom branded orders can be cancelled at no charge until you approve the artwork mock-up. After that your order goes straight into production and can no longer be cancelled or changed.
  • If artwork, proofing or setup work has already been done when you cancel, those costs are deducted from your refund.
  • Made-to-order and indent stock cannot be cancelled once the order is confirmed.

Artwork approval

Every order receives a digital mock-up for your approval before production. We produce exactly what the approved mock-up shows, so please check spelling, colours, logo placement and sizing carefully. Errors contained in artwork you approved are not a fault and a remake is charged at the normal price. Errors we introduce after your approval are remade free of charge. Colours on screen are a guide only; supply a PMS reference for the closest possible match.

Tolerances

Promotional products are produced in bulk and the following are industry-standard variations, not faults:

  • Colour: slight variation between the mock-up, the product photo and the finished item, and between different materials carrying the same PMS colour.
  • Sizing: up to 20 mm on any garment dimension; small variations in product dimensions and decoration placement.
  • Quantity: we aim to supply the exact quantity ordered. Should a run come in short, we supply the missing units or credit you for them.

Problems with your order

Please contact us as soon as possible, and within 48 hours of delivery for transit damage, so we can lodge a courier claim. Email returns@promopunks.com.au or call (07) 4429 3835 with your order number, a description of the problem, clear photos or video (including the packaging) and the number of units affected. Please keep all goods and packaging until we have assessed the claim; we may need to inspect the goods before a remedy is agreed.

We will fix the following at no cost to you:

  • Decoration or production faults that are our responsibility.
  • Goods damaged in transit.
  • The wrong product, colour or quantity supplied.
  • Goods that are unsafe, not of acceptable quality or significantly different from the sample or description.

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.

A product has a major failure when it:

  • has a production or decoration fault that would have stopped a reasonable person from buying it had they known about it;
  • is significantly different from the sample, mock-up or description;
  • is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time;
  • does not do what you asked for and cannot easily be fixed within a reasonable time; or
  • is unsafe.

For a major failure you choose between a replacement and a refund. For a problem that is not major, we will repair or replace the goods within a reasonable time. When assessing a claim we consider whether the product matches its description and mock-up, how the fault affects its intended use, and the product’s reasonable lifespan and durability.

Returns and freight

  • Please contact us before sending anything back so we can give you return instructions. Use a trackable service and quote your order number. Original packaging is not required.
  • If the goods are confirmed faulty, damaged or supplied in error, we cover the standard return freight, or arrange collection for bulk consignments, and refund any reasonable return postage you have paid.
  • If returned goods are found not to be faulty, no credit is issued and the return and re-delivery freight is at your cost.
  • We reserve the right to refuse a claim where goods have been used, altered or damaged after delivery.

Refunds

Approved refunds are issued to the original payment method within 10 business days of our receiving and inspecting the goods, or of agreeing the claim where no return is needed. Replacements match the product originally ordered. Your bank may take a few extra days to show the credit.

Delivery dates

Please note that refunds will not be issued for delivery delays or delays caused by logistical or production challenges by our suppliers due to circumstances beyond Promo Punks'/Promo Media's control. The deadlines or delivery dates we provide in all communication, quotes and invoices are estimations and not guaranteed.

Should issues or problems occur during the production process, Promo Media Pty Ltd reserves the right to attempt to rectify them to ensure the product is fit for its intended purpose of use as per our product description. This may occur regardless of any client deadlines or events. We will make every effort to communicate with you during this process and work towards a satisfactory resolution.

Contact: Promo Punks returns team, returns@promopunks.com.au, (07) 4429 3835, Mon–Fri 9am–5pm AEST.

Last updated: 2 November 2026