Refund policy
Every item we sell is made custom, produced to the artwork and specifications you approve, and a finished order cannot be sold to anyone else. That is why we do not accept returns and we do not offer exchanges. That rule covers a change of mind, not our mistakes. Where the fault is ours, we fix it on the terms below.
Your proof
We send a digital proof and nothing is produced until you approve it. Please check the spelling, colors, sizing and placement, because the proof you approve is the reference for every claim. If your approved artwork carried an error, the order was produced correctly. Until you approve the proof, email us with any change and we will update the order. Once you approve it, production starts and the order cannot be changed or canceled.
When we replace or refund
One rule covers everything we sell. We replace or refund an order where the fault is ours, which means it arrived:
- defective
- damaged
- short, meaning fewer items than you ordered
- different from the proof you approved
We issue a replacement, a full refund or a partial refund depending on what went wrong, and we tell you which. A replacement is the same order remade to the approved proof. That is not an exchange, and a different item has to be placed as a new order.
How to make a claim
Email info@promomogul.com within 7 days of receiving your order and include:
- your order number
- photos or a short video of the problem
- a description of what is wrong
We review every claim made inside those 7 days against the proof you approved, and we respond within 24 hours on business days. Please check your order as soon as it arrives, even if your event is still weeks away.
Refunds
A refund we have approved goes back to the original payment method. Your bank or card issuer can take up to 10 business days to post it. If 15 business days pass after approval and it has not arrived, email info@promomogul.com and we will chase it.