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Return Policy
Thank you for choosing BrandedMatter.ca for your custom promotional items. We strive to deliver high-quality, custom products that meet your expectations. Please review our return policy below:
Defective Products
Definition of Defect: A defect includes manufacturing errors, incorrect customization that does not match the pre-production proof, and color discrepancies. Note that colors approved via digital screens might differ from the actual Pantone color; therefore, for accuracy, Pantone colors should be cross-referenced with a physical Pantone book. Defect must be reported within 14 days of receiving your order.
Customization Issues
If the product does not match the approved pre-production proof due to our error, we offer: Full Replacement at no additional cost, or Partial Refund if the customer prefers to keep the items with minor issues. We aim to accommodate your preference when the fault is ours.
Return Process
To initiate a return, please contact your customer service representative, call us, or use our contact form. Provide images and a detailed description of the issue.
Refund or Exchange
Refunds will be processed to the original method of payment within one business day, although it may take some time to reflect in your account. You will receive a receipt of the credit. In the case of redoing an order, expect similar lead times as the initial order, though we will expedite when possible.
Shipping and Handling for Returns
We cover all return shipping costs when the return is due to an error on our part.
Exclusions
We cannot accept returns if the product matches the approved pre-production proof, including any typos or errors that were present in the proof. It is the customer's responsibility to review and approve proofs accurately.
Customer Responsibility
Items should be returned in their original packaging, ie., whether individual gift boxes or bulk polybags.
Thank you for choosing BrandedMatter.ca. We are committed to ensuring your satisfaction and delivering products that meet your exact specifications.
WE LOOK FORWARD TO ASSISTING YOU
The Branded Matter Team