Returns and Refunds Policy


Returns, Refunds and Cancellations

PromoCity is dedicated to providing you with the highest quality promotional products and customer service.  If you are dissatisfied for any reason, please contact us immediately on  1300 834 515 or email


Returns Policy

Due to the nature of our industry, all properly decorated products are non-returnable and non-refundable.
Blank merchandise returns are subject to a 15% restocking fee in addition to the necessary freight costs to return the product back to the factory and must be communicated to Progress Promotional Products Co within 5 business days of receipt of the blank merchandise.  Not all blank products are returnable. Incomplete, partial and/or unauthorized returns will not be accepted.  Any and all custom properly decorated products returned in violation of this policy will be rejected or discarded at PromoCity’s discretion.


Refunds Policy

If you received a product or order in error, please contact our customer service within 5 business days of receipt of the merchandise.  Claims made after this time will not be reviewed.  Before PromoCity can begin to process a claim, a sampling of the goods (quantity will be determined at PromoCity’s discretion) must be provided for us to review.  We will supply a pre-paid shipping label within 24 hours of receiving a claim. Claim review and processing may take up to 5 business days to complete from the date of receipt of the goods in question.  Any credits, returns, or refunds will be processed within 2 business days after a claim review completion, unless otherwise noted.  In the case of a customer error or unauthorized return (including rejected shipments), the customer is fully responsible for the return freight back to PromoCity or our partner factory, unless otherwise noted.


Cancellation Policy

Once your order is placed, it will be processed and shipped within the stated time frame.  If you need to make any changes to your order, please contact us immediately 1300 834 515 or or via e-mail to

Please Note: we cannot guarantee our ability to make changes or cancellations to an order, that begun production, however, we will make every effort to comply with your request.  Once you approve the Order Acknowledgement and Digital Artwork Proof, the order is initiated and production begins.

All Order Cancellations are charged $45.00 service fee plus any production charges accrued at the time of cancellation.  Production charges include, but are not limited to, artwork charges, logo setup charges, digitizing (embroidery) charges, restocking fees (15% of item price), and shipping charges.  Please make your selections carefully and thoughtfully.