Refund policy

At Promo Bills, we are committed to providing you with high-quality custom merchandise that meets your expectations. However, we understand that sometimes things don’t go as planned. Below is our Return & Refund Policy to help guide you through the process.

1. Returns and Exchanges

  • Custom Products: Since all products are customized to your specifications (e.g., custom designs, names, logos), we are unable to accept returns or exchanges unless there is an issue with the quality, such as defects or errors in the design or printing process. Please ensure that your order details are accurate before completing your purchase.

  • Damaged or Defective Items: If your order arrives damaged or defective, we will gladly offer a replacement or full refund. To process your return or exchange, please contact us within 7 days of receiving your order and provide a photo of the damaged or defective product. We will arrange for a return shipping label at no cost to you.

  • Incorrect Orders: If we’ve made a mistake with your order (e.g., wrong size, incorrect design), please contact us within 7 days of receiving your order. We will correct the error by sending you a replacement at no additional charge. Please provide a clear description of the issue and any supporting images to help us resolve it quickly.

2. Refunds

  • Eligible Refunds: If you are eligible for a refund (damaged, defective, or incorrect products), your refund will be issued to the original payment method within 7-10 business days once we have processed your return and verified the issue.

  • Non-Refundable Items: Unfortunately, we cannot offer refunds on custom merchandise unless there is a manufacturing defect or an error on our part. If you change your mind after the order is placed or provide incorrect customization details, we cannot provide a refund.

3. Cancellations

  • Order Cancellation: You may cancel your order within 24 hours of placing it. After this time, production begins, and we are unable to cancel or modify your order due to the custom nature of the merchandise.

4. How to Request a Return or Refund

To initiate a return or refund, please follow these steps:

  1. Contact Customer Service: Reach out to our customer service team at contact@promobills.com with your order number and a detailed description of the issue.

  2. Provide Proof: For damaged, defective, or incorrect items, please attach a photo of the item in question to help us quickly resolve the problem.

  3. Return Shipping: If a return is necessary, we will provide you with a return shipping label at no cost. Please ensure the item is securely packaged to avoid further damage during return shipping.