Returns & Refunds Policy

Last Updated: 1/29/2026

Because most products sold by Purely Promo (“Purely Promo,” “we,” “us,” or “our”) are custom-made and decorated to your specifications, all sales are final once an order is approved and placed into production. Please read this policy carefully before placing an order.

ALL SALES ARE FINAL

All orders are considered final sale. This includes, but is not limited to:

• Custom printed products

• Engraved products

• Embroidered products

• Heat transfer products

• Full color printed products

• Any item decorated with a logo, name, design, artwork, or custom text

We do not accept returns for custom products.
We do not accept returns due to:

• Buyer’s remorse

• Event changes

• Timeline changes

• Color preference changes

• Design preference changes

• Ordering the wrong product, size, or quantity

• Ordering too late for an event

• Carrier delays or missed delivery expectations

CUSTOM PRODUCTS ARE NON-RETURNABLE

Custom products cannot be returned for refund or exchange once:

• A proof is approved, or

• Production has started, or

• The order has shipped, or

• The order has been delivered

This policy exists because customized products cannot be resold or restocked.

PROOF APPROVAL IS FINAL

Before production, we provide a proof for approval. The Client is responsible for reviewing all details including:

• Spelling, punctuation, and formatting

• Logo placement and sizing

• Imprint colors and item colors

• Quantity, imprint location(s), and production notes

Once a proof is approved, the order will be produced exactly as shown.
Purely Promo is not responsible for errors that were present on an approved proof.

IF THERE IS A PRODUCTION ERROR

While returns are not accepted, we will review issues that are clearly caused by a production error.

A production error may include:

• The imprint does not match the approved proof in a material way

• The wrong item was produced or shipped (wrong product, wrong color, wrong size)

• The decoration method is materially different from what was approved

• The manufacturer confirms a defect affecting usability or quality

Minor variations are normal in promotional product manufacturing and are not considered production errors, including:

• Small placement shifts

• Minor color variation

• Material or finish variation between production lots

• Variation caused by different imprint methods or substrates

CLAIMS MUST BE SUBMITTED WITHIN 5 CALENDAR DAYS

You must inspect your order immediately upon delivery.

All claims must be submitted within five (5) calendar days of delivery and must include:

• Order number

• Description of the issue

• Clear photos of the issue

• Photos of the packaging and shipping carton (if applicable)

• Quantity affected

Claims submitted after the 5-day window will not be reviewed.

RETURN AUTHORIZATION REQUIRED (IF APPLICABLE)

In some cases, we may require the merchandise to be returned for inspection or manufacturer review.

If a return is required:

• You must obtain written return authorization before shipping anything back

• Unauthorized returns will not be accepted

• Return instructions will be provided in writing

REMEDIES (REPRINT OR CREDIT)

If Purely Promo confirms a valid production error, the remedy will be determined by Purely Promo and/or the manufacturer and may include:

• Reprint / Replacement of affected items, or

• Account Credit toward a future order

Shipping charges are not refundable.

REFUNDS ARE RARE AND NOT GUARANTEED

Refunds are not guaranteed and are issued only in rare circumstances, at Purely Promo’s sole discretion.

If a refund is approved, it may be limited to:

• The defective portion of the order only

• Product cost only (excluding setup, artwork, rush fees, and shipping)

Refunds may take time to process depending on payment method and financial institution timelines.

SHIPPING DELAYS AND CARRIER ISSUES

Expected in-hand dates and delivery estimates are not guarantees.

Purely Promo is not responsible for:

• Carrier delays

• Weather delays

• Missed delivery attempts

• Incorrect addresses provided by the Client

• Theft after delivery confirmation

• Refused shipments

Risk of loss transfers to the Client once the carrier accepts the shipment.

BLANK (NON-CUSTOM) ITEMS

Blank (non-customized) items may be eligible for return only if:

• Approved in writing by Purely Promo, and

• Allowed by the manufacturer, and

• Requested within five (5) calendar days of delivery, and

• Items are unused, in original packaging

Restocking fees and return shipping may apply. Many blank items are also final sale depending on supplier policy.

CHARGEBACKS AND DISPUTED PAYMENTS

Chargebacks do not cancel an order or eliminate payment obligations.

Any chargeback or disputed transaction may result in:

• Reinstatement of the original invoice balance

• A $150 administrative recovery fee

• Bank and processing fees

• Suspension of future service

CONTACT FOR CLAIMS

To submit a claim within the required timeframe, contact:

Purely Promo
19141 Golden Valley Rd #1102
Santa Clarita, CA 91387
Phone: (661) 347-2246
Email: [email protected]

POLICY UPDATES

Purely Promo may update this Returns & Refunds Policy at any time. The most current version will be posted on our website with the updated effective date.