At Branded Promo Hub, we take pride in delivering high-quality custom promotional products. Because many of our items are personalized with your logo, artwork, or text, our return policy is designed to protect both you and the integrity of custom production.
1. Custom & Personalized Products (Non-Returnable)
All customized or personalized items are non-refundable and non-returnable unless:
- The item arrives damaged,
- The print is incorrect due to our mistake,
- The product differs from the approved design or order specifications.
We do not accept returns for:
- Customer-submitted artwork errors (spelling, low-resolution files, incorrect colors),
- Changes of mind after production has started,
- Slight color variations due to screen vs. print differences.
2. Damaged, Defective, or Incorrect Orders
If your order arrives damaged or incorrect, contact us within 7 days of delivery so we can resolve it quickly.
Please email us at support@brandedpromohub.com with:
- Order number
- Photos of the issue
- Description of the problem
If the issue is confirmed, we will offer:
- A free replacement
We cover all costs for replacements caused by our error.
3. Non-Custom Products
For In-Stock Products (non-printed items) – If you wish to return the product, you may return the product at your own expense using any carrier. Include a copy of the invoice and the reason for the return. Once the product is returned, examined and confirmed, we will then issue a refund (with a 15% restocking fee). Non-printed products may be returned within 14 days of delivery if:
- They are unused,
- In original packaging,
- In resellable condition.
Return shipping is the customer’s responsibility unless the product is defective.
4. Order Cancellations
Orders may be canceled only before they enter the production stage.
Once printing or customization has started, cancellations are no longer available.
5. Production & Shipping Delays
We aim to meet all estimated timelines, but production or shipping delays (carrier issues, weather, or supply shortages) do not qualify for refunds.
We will keep you updated if delays occur.
6. How to Contact Us
For questions or return requests, reach us at: