REFUND POLICY
Effective Date: January 1, 2025
At Promolocker, we take pride in delivering high-quality promotional products designed for your special moments. Because many of our items are customized, we’ve outlined a clear return and refund policy to ensure transparency and satisfaction.
SUMMARY OF RETURN ELIGIBILITY
Customized (imprinted) products are non-returnable unless defective or incorrect based on the approved proof.
Blank (non-imprinted) products may be returned under specific conditions (see below).
All return requests must be initiated within five (5) business days of receiving your order.
RETURNS FOR DEFECTIVE OR INCORRECT PRODUCTS
We accept returns for defective or incorrect items that meet the following criteria:
Defective products: Items with a manufacturing flaw that impairs function or usability.
Incorrect products: Items that do not match your approved proof in terms of design, color, or product type.
TO REQUEST A RETURN:
Email us at sales@promolocker.com within 5 business days of delivery.
Include your order number, a detailed description of the issue, and clear photographic evidence.
Once approved, we’ll provide return instructions and cover return shipping costs for eligible items.
If a replacement is not available, we will issue a full refund to your original payment method.
RETURNS FOR IMPRINTED PRODUCTS
Customized items are made to your specifications and are non-returnable and non-refundable once proof is approved and production has started—unless they are defective or incorrect based on that approved proof.
Please carefully review and approve your artwork before production.
We recommend ordering a sample before placing large custom orders.
RETURNS FOR BLANK (NON-IMPRINTED) PRODUCTS
We accept returns on most blank (non-imprinted) items that meet the following conditions:
Items are unused and in original packaging.
Return is initiated within 5 business days of delivery.
A 20% restocking fee applies.
The customer is responsible for return shipping costs.
There are some items that are not returnable, please check with us before ordering.
EXCHANGES
We do not offer exchanges for custom or correctly fulfilled products. If you need a different item, please initiate a return (if eligible) and place a new order.
ORDER CANCELLATIONS
Orders may only be canceled before proof approval and production. Once production begins, all sales are final.
REFUND PROCESSING
Refunds for defective or incorrect items are issued within 7–10 business days of receiving the return.
Refunds for blank product returns are processed minus the 20% restocking fee.
Refunds are issued to the original payment method.
If it has been more than 15 business days since your return was approved and you have not received a refund, please contact us at sales@promolocker.com
NON-RETURNABLE ITEMS
Customized (imprinted) products, unless defective or incorrect
Items returned after 5 business days
Used, damaged, or incomplete items
Gift cards and sale items
RETURN INSTRUCTIONS
Once your return is approved, you’ll receive an email with the return shipping address and instructions. Items sent back without approval will not be accepted.
NEED HELP?
If you have questions about your order or this policy, reach out to our team at sales@promolocker.com. We’re here to help bring your special moment to life with ease and clarity.