Returns & Refunds

Returns & Refunds Policy

Effective Date: January 8, 2026

At Branded Promo, almost every product is custom-made for your brand. That means we treat returns a little differently than a general retailer, but our promise is simple.
If we make a mistake or your order arrives damaged, we’ll put it right quickly and fairly.

Overview

Standard return window

Standard returns apply only to eligible non-custom, non-branded stock items. These items can be returned within 30 calendar days of delivery.

Return window by situation

Faulty, damaged or incorrect items (all products)

Notify us within 14 calendar days of delivery. For damage clearly caused in transit (for example, boxes visibly crushed or water damage), please tell us as soon as possible and ideally within 48 hours so we can file a claim with the carrier.

Change-of-mind returns – eligible non-custom stock items only

Eligible non-custom, non-branded stock items may be returned within 30 calendar days of delivery.

Custom, branded & made-to-order items

No change-of-mind returns or size or color exchanges are accepted. Returns are only accepted when items are faulty, damaged or not as described, and must be reported within the timeframes outlined above.

Return method

All returns are handled by mail. We do not accept walk-in returns.

For faulty, damaged or incorrect items, we provide a pre-paid return label.

For eligible change-of-mind returns, you are responsible for return shipping. We may provide a return label and deduct the cost from your refund, or you may use your preferred carrier following our return instructions.

Return authorization & address

To ensure proper processing, the return shipping address and instructions are provided after we issue a Return Authorization (RMA).

Please do not send items back without contacting us first, as unapproved returns may be delayed or refused.

Condition of returned items

Unless you are returning goods due to a manufacturing defect or damage, all returned items must be unused, unwashed and in their original packaging, in resalable condition, with all tags, accessories and manuals included.

Return cost

If we are at fault due to damaged, defective, incorrect or not-as-described items, we cover the cost of return shipping within the United States by providing a pre-paid return label. We will either remake your order or issue a refund.

If you change your mind on eligible non-custom stock items, you are responsible for return shipping costs.

Restocking fees

For some larger or special non-custom stock orders, a restocking fee of up to 20% may apply to change-of-mind returns. We will always confirm any applicable restocking fee in writing before you ship items back.

Faulty, damaged or incorrect items

If something isn’t right with your order, we’ll fix it.

What’s covered

This includes manufacturing defects such as broken items or products not working as intended, printing or production errors caused by us such as wrong colors, misprints or incorrect logo placement versus the approved proof, transit damage where goods arrive visibly damaged, and items that are materially different from the specifications shown in your quote, order confirmation or approved proof, including material, size, color or imprint.

How to report an issue

Email info@brandedpromo.com or contact your account manager and include your order number, photos of the issue including the product and packaging, and a short description of what went wrong along with the quantity affected.

Once the issue is verified, we will reprint or replace the affected items as quickly as possible, or issue a full or partial refund if a reprint isn’t possible or you choose not to proceed.

If we ask you to send items back, we will provide a pre-paid return label.

If a fault is reported after the 14-day window, we may still be able to assist depending on the nature of the issue and product. Contact your account manager and we’ll review the available options.

For international orders, please see the section titled “International orders” below.

Change-of-mind returns (non-custom stock items)

In limited cases, we supply non-custom, non-branded stock items, such as blank stock or accessory items.

For these products, returns must be initiated within 30 calendar days of delivery. Items must be unused and unwashed, in their original packaging, and in resalable condition with all tags, accessories and manuals included, in line with our global condition requirements.

You are responsible for return shipping costs both within the United States and internationally. We recommend using a trackable service, as we are not responsible for items lost in transit.

For some larger or special stock orders, a restocking fee of up to 20% may apply. Any applicable restocking fee will always be confirmed in writing before you send goods back.

Once returned items are inspected and approved, we will refund the product subtotal minus any agreed restocking fee.

Non-returnable items

For hygiene, safety and regulatory reasons, certain items cannot be returned unless they are faulty, damaged or not as described. These include drinkware, food, confectionery and other consumables, PPE, face coverings, bandanas or gaiters used as protective wear, most health-related items, personal care products such as lip balms and soaps, any items that have been worn, washed, used or altered, and products that have been relabeled or otherwise modified after delivery.

If you are unsure whether an item is returnable, your account manager can confirm before you place an order.

Cancellations, refunds & international orders

Cancellations & order changes

Before production begins, you may cancel your order without fees and receive a full refund.

After production has started, cancellation fees may apply to cover work already completed, including artwork, setup, partially produced items and purchased materials. Changes to quantity, product type or artwork may be possible depending on the production stage.

Refunds

Refunds are issued to the original payment method, such as a card or bank transfer.

Once returned items, where applicable, are received and inspected, we aim to process refunds within one to two business days. Your bank or payment provider may take additional time to post the funds.

For faulty, damaged or incorrect items, we refund the relevant product charges and any shipping paid for those items unless a reprint is arranged instead.

For change-of-mind returns, we refund the product subtotal only, less any agreed restocking fee.

International orders

For returns shipped from outside the United States, you are responsible for declaring the package as “Returned goods” to help minimize customs delays and charges.

Any customs duties or import fees applied to returned shipments are your responsibility unless we explicitly agree otherwise in writing.

For faulty, damaged or incorrect items, we will confirm in writing whether we will provide a pre-paid label or reimburse return shipping costs based on your location.

Questions or special situations

If you are unsure how this policy applies to your order, we are here to help.
Email info@brandedpromo.com or call 1-888-487-8607.

Your account manager can walk you through options before you place an order or before production starts, so there are no surprises later.