This Refund, Cancellation & Claims Policy applies to products supplied by Start Promos (“Start Promos,” “we,” “us,” or “our”). The accepted quote or order confirmation may include order-specific terms. If it conflicts with this general policy, the accepted quote or order confirmation controls for that order, subject to rights that cannot lawfully be limited.
1. Custom and Personalized Products
Most Start Promos products are sourced, manufactured, printed, embroidered, engraved, assembled, or otherwise prepared specifically for the customer. Custom or personalized products are not returnable solely because the customer changes their mind, no longer needs the products, ordered too many, or approved incorrect information.
This limitation does not apply when products are defective, damaged, produced incorrectly, short in quantity, or materially different from the accepted quote, order confirmation, or approved proof.
2. Cancellation Before Production
To request cancellation, email fred@startpromos.com as soon as possible. A cancellation is effective only when Start Promos confirms it in writing.
Before final proof approval and before production or special procurement begins, we will generally allow cancellation and refund the amount paid, less any design, sample, setup, sourcing, payment-processing, or specially purchased material costs that were disclosed and have already been incurred and cannot reasonably be recovered.
3. Cancellation After Approval or Production Begins
After the final proof has been approved, special materials have been ordered, or production has begun, cancellation may no longer be possible. If we can stop the order, the customer will be responsible only for the disclosed and reasonable costs already incurred or irrevocably committed, and any remaining refundable balance will be returned.
If Start Promos cancels an order or cannot supply an agreed product and the customer does not accept a proposed alternative, we will refund the amount paid for the unfulfilled portion of the order.
4. Changes After Proof Approval
Requested changes after proof approval may require a written change order, revised proof, additional charges, and a revised production or delivery schedule. We will not make a material substitution in product, material, color, decoration, or quantity without the customer’s approval.
5. Proof Approval and Customer-Supplied Information
Before approval, the customer must carefully review the proof and order details, including spelling, names, telephone numbers, URLs, artwork, colors, product, quantity, sizes, decoration method, placement, dimensions, and shipping information.
Start Promos is not responsible for an error that appeared clearly in the approved proof or resulted from incorrect customer-supplied information. Proof approval does not excuse Start Promos from delivering products that materially deviate from the approved proof or agreed specifications.
On-screen colors are approximate. Product dimensions, material appearance, decoration position, and color can have normal manufacturing variation. Any material tolerance that applies to an order should be disclosed in the quote, product specification, or proof.
6. Damaged, Defective, Incorrect, or Short Orders
Please inspect the shipment promptly after delivery. When possible:
· report visible shipping damage, incorrect products, and quantity shortages within 7 business days after delivery; and
· report other manufacturing defects or material nonconformities within 30 calendar days after delivery.
These reporting periods help us investigate the issue and do not limit rights that cannot be waived or latent defects that could not reasonably have been discovered earlier.
Send the following to fred@startpromos.com:
· order number;
· affected product and quantity;
· a clear description of the issue; and
· photographs or video showing the products, decoration, packaging, and shipping labels, where relevant.
Please keep the affected products and original packaging until we complete our review. Do not return products to a factory, supplier, or other address unless Start Promos first provides written return authorization and instructions.
7. Remedies for an Approved Claim
After reviewing a valid claim, Start Promos may, as appropriate:
· correct or rework the affected products;
· reprint or replace the affected quantity;
· provide an agreed price adjustment; or
· refund the amount paid for the affected products.
Start Promos will pay reasonable return or replacement shipping costs when the approved claim resulted from our error, a manufacturing defect, or carrier damage for which we are responsible. Remedies apply to the affected portion of the order unless the issue materially affects the value of the entire order.
8. Returns of Non-Custom Products
If Start Promos expressly sells a standard, non-personalized product as returnable, the customer may request return authorization within 30 calendar days after delivery. The product must be unused, unaltered, and in its original packaging. Approved change-of-mind returns may be subject to disclosed restocking and return-shipping costs.
Discounted or sale pricing does not eliminate remedies for defective, damaged, incorrect, or misdescribed products.
9. Refund Processing
Approved refunds will be issued to the original payment method unless another method is required or agreed. We generally submit an approved refund within 5 business days after approval or receipt and inspection of an authorized return. Banks and payment providers may require additional time to post the credit.
Where applicable law requires a faster refund or provides additional cancellation, return, or warranty rights, Start Promos will follow that law.
10. Contact Us
For cancellations, claims, returns, or refunds, contact:
Start Promos
Email: fred@startpromos.com
Website: https://startpromos.com
Include your order number in the subject line whenever possible.