Please note, due to majority of our products being customised for each individual order,
we do not accept returns or give refunds if you simply change your mind or make a wrong decision during the order process.

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We accept product returns for either a full refund OR replacement if they meet any of the following conditions:

1. Incorrect Order Received:
   If the products you have received are inherently different from the products you have ordered
   (incorrect branding, wrong products someone elses order, etc.)
2. Product is Faulty or Defective Upon Arrival: 
   If a product does not function as it should and is considered faulty or defective,
   your order will be either replaced (depending on availability) or refunded.
3. Under Supply of Products: 
   In the case of product under supply, you are asked to alert us to the error within two week’s of your order’s arrival
   so that we may supply additional units or refund you the difference.

In all cases, please ensure you contact our team within 5 working days of receiving your order to alert them of your issue
so they can assist in the return or refund process and ensure that your problem is quickly and efficiently dealt with.

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We DO NOT accept returns or refunds under the following circumstances:

1. 1. If You Change Your Mind
2. 2. If You Made an Error when you placed the order
3. 3. If you are unsatisfied with the material of the goods and did not order a sample in advance
4. 4. If you do not like the branding result, although it corresponds to the sample / artwork approval preview
5. 5. If you do not like the size, the colour or the positioning of the branding
6. 6. If you do not like the product you have ordered due to personal reasons
7. 7. Product is Damaged through improper use: intentional or unintentional
   we cannot accept the return or refund of goods that have been damaged through improper or non-standard usage.

To be eligible for a return, your item MUST BE unused and in the same condition
that you received it. It must also be in the original packaging.

If you would like to submit a return, please email us with the below information
quoting your invoice number as the subject.

• – Company Name
• – Invoice Number
• – Product Info (Product Ordered & Quantity)
• – Reason for Returning the Product
• – Photos of the Damaged Goods
• – Info about the Number of Products Affected
• – Whether You Prefer A Refund or a Replacement
•  
• Please do not send your returns back to us without completing the above and receiving instructions from our team on whart the next step is
  Any Items sent back without completing the above cannot be and will not be processed.
  We cannot guarantee that we will receive your returned item and cannot be held responsible
  if your goods cannot be located due to not completing the above steps
  Key Promotional Products has no responsibilty to process the return or refund any further if this occurs.
  
  

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund.