Returns & Refunds Policy
Last Updated: May 19, 2025
Our Commitment to Quality
At Brilliant Promos, we take pride in providing high-quality promotional products that meet your specifications. We understand that custom branded merchandise is an investment in your company's image, and we're committed to ensuring your complete satisfaction.
Due to the customized nature of our products, our return policy differs from that of standard retail merchandise. Please review our policies below to understand our approach to returns, refunds, and product issues.
Custom Products Return Policy
Important: Because our products are customized with your logo, artwork, or text, we cannot accept returns for customized items unless there is a defect in the product or printing.
Our returns policy for custom printed products is as follows:
Defective Products
If you receive products that are defective in material or workmanship, we will work with you to make it right by offering one of the following solutions:
- Replacement: We will reprint and replace the defective items at no additional cost to you.
- Partial Refund: If only a portion of your order is affected, we may offer a partial refund for those specific items.
- Full Refund: In cases where replacement is not possible or practical, we may issue a full refund.
Print or Decoration Errors
If there are errors in the printing or decoration that do not match your approved proof, we will:
- Review the approved proof against the received products
- If we find an error on our part, we will reprint the items at no additional cost
- If time constraints make reprinting impractical, we may offer a discount or refund
Note: Our proofing process is designed to prevent these errors, which is why proof approval is a critical step before production begins.
Our Proofing Process
To minimize issues and ensure your satisfaction, we implement a thorough proofing process:
- After placing your order, our design team creates a digital proof showing how your logo/artwork will appear on the product.
- You must review and approve this proof before production begins.
- The proof approval serves as your confirmation that all details (spelling, colors, layout, etc.) are correct.
- Once you approve the proof, we begin production based on that approved design.
Important: Errors that were present in an approved proof are not considered valid reasons for returns or refunds, as you had the opportunity to review and correct these issues before production.
Shipping and Delivery
We make every effort to deliver your products within the estimated timeframe. However:
- We cannot guarantee exact delivery dates due to variables outside our control, including shipping carrier delays, customs processing for international orders, weather events, and other unforeseen circumstances.
- Production timelines begin after proof approval, not from the initial order date.
- Rush orders and expedited shipping are available at additional cost but are still subject to production requirements.
Delivery Disclaimer: While we make every effort to meet requested delivery dates, we cannot guarantee on-time delivery due to variables that may be outside our control. We recommend placing orders with adequate lead time, especially for event-specific merchandise.
Reporting Issues & Claims Process
If you encounter any issues with your order, please follow these steps:
- Inspection: Inspect all products promptly upon receipt.
- Documentation: Document any issues with clear photos showing the problems.
- Notification: Report any issues within 7 business days of receiving your order.
- Filing a Claim: Submit a formal claim through our Claims Process if issues are found.
Claims Process
To file a claim for defective products or print errors:
- Visit our Claims Page
- Complete the claim form with your order details
- Upload clear photos documenting the issue
- Submit your claim for review
Our customer service team will review your claim within 2 business days and work with you to find an appropriate resolution.
File a Claim
Refund Processing
When a refund is approved:
- Credit card refunds will be processed back to the original payment method within 5-7 business days.
- Company account credits will be applied within 3 business days.
- Check refunds may take 2-3 weeks to process and mail.
Please note that your bank or credit card company may have additional processing times before the refund appears in your account.
Samples and Pre-Production
To ensure your complete satisfaction with custom printed products, we offer:
Product Samples
Before placing a large order, you can request blank product samples to evaluate quality, size, and color. Sample costs may apply and will typically be credited toward your final order.
Pre-Production Samples
For large orders, we can produce a small quantity of decorated samples before completing the full run. Additional charges and time will apply for this service.
These options can significantly reduce the risk of issues with your final order and are highly recommended for first-time orders or large-quantity purchases.