Refund policy
Our policy is to provide a replacement or refund if the product has a significant issue. However, please note that refunds and replacements are not applicable in all situations.
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. By accepting your quote or paying your invoice, you agree to our return and refund policy.
Suppose 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 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.
The replacement product will be identical to the one originally ordered. Refunds will be issued in the same amount and form as your original payment. We aim to process all refunds within 14 business days of receiving the returned product.
When assessing a refund or replacement request, we will consider the following factors:
• Whether the product matches the description provided
• The extent to which a fault impacts the intended use of the product
• The reasonable lifespan during which the product should be used and maintain its original condition
• The expected durability of the product and how long it should last before any issues arise
A product is considered to have a major problem and eligible for return when:
• It has a production or decoration fault that would have deterred someone from purchasing it if they had known about it
• It significantly deviates from the sample or description. We allow a tolerance of 20mm on any dimension for our clothing items. Variances beyond this are considered a 'fault'.
• It is largely unfit for its common purpose and cannot be easily fixed within a reasonable timeframe
• It doesn't perform as you requested and cannot be easily fixed within a reasonable timeframe
• It is unsafe.
You have the right to return a product if you believe there is a production or decoration problem. If the product can be posted or easily returned, you are responsible for returning it. If the product is confirmed to have a problem, you are entitled to recover reasonable postage or transportation costs. You are not required to return products in the original packaging to receive a refund.
Promo Media Pty Ltd will refund the full cost of the item if the product is returned because it was shipped to you faulty and has not been worn, used, or damaged. Additionally, if the goods were shipped to you in error or arrived damaged or defective, we will cover the standard ground freight for the return.
Please call or email (see below) before returning the merchandise to obtain shipping information. Include a copy of the original packing slip with the return, indicating on the back of the packing slip the reason for the return or the exchange requested. Please include your order number if you do not have the original packing slip.
Please ship your returned package via a trackable shipping method. Call or email us before sending us the goods at:
Phone: (07) 4429 3835
Email: returns@promopunks.com.au
No credit will be issued for returns found not to be faulty. If a product is returned and found to be in good condition or the issue is not deemed to be major, the customer may be responsible for the shipping costs for the return of the product.
We reserve the right to refuse a return or exchange if the product has been significantly used or damaged after receiving it, or if the return request is made more than 14 days after delivery.
This return and refund policy is in addition to any rights you may have under the Australian Consumer Law or any other applicable laws.
Latest Update: 30 Aug 2024
