Last Updated: August 8, 2026

At NPS Promotionals, we carefully inspect and process our products to ensure customers receive products that meet their orders and customization requirements.

Because many of our products can be customized through printing and engraving, customized products are generally not eligible for return simply because the customer changes their mind.

1. Return Period

Eligible return requests must be submitted within 5 working days of receiving the order.

Requests submitted after this period may not be accepted.

2. Eligible Returns

A product may be eligible for return if it is:

  • Broken or damaged when received
  • Defective
  • Different from the product ordered
  • Incorrectly customized by NPS Promotionals
  • Significantly different from the agreed customization or approved design due to an error on our part

For damaged or defective products, the customer must provide sufficient evidence showing the condition of the product upon arrival.

3. Customized Products

Customized and personalized products cannot normally be returned due to a change of mind, incorrect customer-provided information, or dissatisfaction with a design that was produced according to the customer’s approved instructions.

However, if NPS Promotionals made the customization incorrectly or the customized product contains a manufacturing/customization flaw attributable to us, we will review the issue and may offer a replacement, correction, refund, or another appropriate resolution.

4. Customer-Caused Damage

We do not accept returns for damage caused by the customer after delivery.

This may include damage resulting from:

  • Improper use
  • Accidents
  • Mishandling
  • Incorrect cleaning or maintenance
  • Modification or alteration
  • Normal wear and tear
  • Any other damage occurring after successful delivery

Customers may be required to provide photographs, videos, or other evidence to help determine whether the issue existed when the product was delivered.

5. Reporting a Damaged Product

If your product arrives broken or damaged, please contact us immediately after receiving it.

Please provide:

  1. Your order details
  2. Photographs of the product
  3. Photographs of the packaging
  4. Photographs of the shipping label
  5. A video where reasonably possible
  6. A brief description of the problem

Do not discard the product or packaging until we have reviewed your claim.

6. Wrong Products

If you receive a product that is different from what you ordered, contact us within 5 working days of receiving the order.

After reviewing the issue, we may arrange a replacement, correction, refund, or another appropriate solution.

7. Return Shipping

Return shipping responsibility will depend on the circumstances.

If the issue is determined to have resulted from an error, defect, or damage attributable to NPS Promotionals, we may cover or reimburse reasonable return-shipping costs.

If the issue is caused by the customer, return-shipping costs may be the customer’s responsibility.

We will confirm the applicable arrangement before a return is made.

8. Refunds

Where a refund is approved, the refund amount and method will depend on the circumstances of the order and the original payment method.

Refunds will generally only be processed after the returned product has been received and inspected where a return is required.

Depending on the situation, NPS Promotionals may instead offer a replacement, corrected product, store credit, or another suitable resolution.

9. Exchanges and Replacements

If an eligible product is damaged, defective, incorrectly supplied, or incorrectly customized by NPS Promotionals, we may offer a replacement or corrected product instead of a refund.

The available resolution will depend on the nature of the issue and the circumstances of the order.

10. Order Cancellation

Because customized promotional products may be produced specifically for individual customers, cancellation may not be possible once customization or production has started.

If you need to cancel or modify an order, contact us as soon as possible after placing it.

We will determine whether the order can still be changed or cancelled based on its production status.

11. Contact Us

For returns, refunds, replacements, or damaged products, contact:

NPS Promotionals
Email: info@npspromotionals.com