Returns Policy

As specialists in custom-branded promotional products, our returns policy reflects the bespoke nature of our goods. We're committed to quality and will always work with you to resolve any issues.

Important: Bespoke Products

All our products are custom-branded to your specification. This means standard return and exchange policies don't apply in the same way as off-the-shelf retail.

Once you've approved the artwork proof and production has begun, orders cannot be cancelled or returned for change of mind.

Our Quality Guarantee

We take pride in our work and stand behind the quality of every product we supply. If there's a genuine fault or error on our part, we'll make it right.

When We Accept Returns

Faulty Products

If products arrive faulty or defective, we will:

• Replace the faulty items at no cost
• Arrange collection of the faulty goods
• Expedite replacement production

Production Errors

If we've made an error (wrong colours, incorrect branding, etc.), we will:

• Reprint or reproduce the order correctly
• Cover all additional costs
• Offer a partial refund if time doesn't allow for reprinting

Damaged in Transit

If products arrive damaged:

• Please note the damage with the courier at time of delivery
• Take photos of the damage before unpacking
• Report within 24 hours of delivery
• We'll arrange replacement and file a courier claim

When We Cannot Accept Returns

We cannot accept returns or offer refunds for:

• Change of mind: Orders that are no longer needed
• Approved artwork: If you approved the proof, any errors in your supplied artwork are your responsibility
• Colour variations: Minor colour differences due to printing processes or substrate differences
• Quantity tolerance: Deliveries within +/- 5% of ordered quantity (industry standard)

How to Report an Issue

1. Contact us within 7 days of receiving your order
2. Provide your order number and description of the issue
3. Send photos clearly showing the problem
4. Keep the products until we advise on next steps

Email: sales@positivemediapromotions.co.uk

Investigation & Resolution

We'll investigate all issues promptly and fairly. Our typical response time is within 24 working hours. We may request:

• Additional photos or samples
• Return of goods for inspection
• Details of how the products were stored or handled

Refunds

Where a refund is due:

• Refunds are processed within 14 days of agreement
• Refunds are made to the original payment method
• We may offer a credit note as an alternative

Cancellations

Before Production

Orders may be cancelled before production begins. A 25% administration fee will be charged to cover setup costs already incurred.

During Production

Once production has started, orders cannot be cancelled. You will be liable for the full order value.

The Proof Approval Process

We provide digital proofs for your approval before any production begins. This is your opportunity to:

• Check spelling and text accuracy
• Verify logo placement and sizing
• Confirm colours and branding details
• Request any changes (usually free at this stage)

Please check proofs carefully. Once approved, we cannot accept returns for issues that were visible in the proof.

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015. If you're a consumer, you have additional protections for faulty goods.

Contact Us

For returns and quality issues:

• Email: sales@positivemediapromotions.co.uk
• Phone: 0116 275 2330