Damaged or Faulty Items
If your items arrive damaged, please contact us within 48 hours of delivery. For faulty goods, you have 5 days from the date of receipt to notify us.
Cancelling an Order
Pro-forma orders can be cancelled any time before payment is made. For plain stock items, cancellations or returns are accepted within 14 days of your order.
Please note that plain stock sourced from overseas, or any custom-made items, are not eligible for return or cancellation.
How to Return Items
At PromoCity, we want you to be completely satisfied with your purchase. If you need to return any items, please contact our customer service team within 14 days of receiving your order to arrange the return.
For multiple-batch deliveries, the 14-day period starts once you’ve received the final batch.
Returned items must be in their original packaging and in re-saleable condition. Return shipping costs for non-faulty goods are the customer’s responsibility.
Please be aware that customised or printed items cannot be returned, as they are made to your specifications and cannot be resold.
Processing Refunds
Refunds will be issued within 30 days of PromoCity receiving and inspecting the returned goods. If returned items are deemed damaged or unsaleable, they will be sent back to you, and no refund will be given.
Non-returnable Items
Custom-printed goods are not eligible for return due to the personalised nature of the items. However, if there is a printing error or product defect that is our responsibility, we will either reprint the items or offer a refund. We request a reasonable period to inspect any defective items before determining the next steps.