Custom Merchandise Returns & Resolutions Policy

At Custom Merchandise, we prioritise your satisfaction. Our company is dedicated to providing high-quality promotional products and custom uniforms. In rare cases where something goes wrong, our Returns & Resolutions Policy is here to offer clarity and confidence throughout the process. As members of the Australasian Promotional Products Association (APPA), we operate under a strict ethical code, ensuring that we provide fair, responsible, and professional service to every client.

When You Can Return or Request a Resolution

Returns or replacements are allowed when:

Incorrect Items Delivered

Contact us immediately if you receive different products from what you ordered (type, quantity, branding, or other specifications). Occasionally, mistakes can occur during the selection, packing, or shipping process.

Defective Products

If any item arrives damaged or not functioning as intended, we will either replace it (subject to stock availability) or provide a refund, at your preference. Please contact us as soon as possible so we can resolve the issue.

Damage in Transit

If your items arrive visibly damaged due to mishandling during delivery, please notify us. We will work with the courier service to file claims and arrange replacements or reimbursements where necessary.

Incorrect Quantity Received

If the number of items received does not match your order—whether it is over or under the expected amount—please reach out to us. We’ll investigate and make the necessary adjustments to ensure your order is fulfilled accurately.

When Returns Are Not Available

While we do our best to address all reasonable concerns, there are some situations where returns cannot be honoured by Custom Merchandise.

Courier Delays Outside Our Control

Although we send out your orders on time, occasional delays may occur during delivery due to unforeseen circumstances. Unfortunately, we cannot provide refunds or returns for such delays. If your order is time-sensitive, please discuss express delivery options with your sales consultant before confirming the order.

Change of Mind After Artwork Approval

Once you approve the artwork and give the green light for production, your order is locked in. Because all merchandise is made to order, we cannot accept returns or cancellations due to a change of mind. We strongly encourage you to review all proofs thoroughly before approval.

Customer-Caused Damage

Products that are damaged—accidentally or otherwise—after receipt cannot be returned. If you are unsure about how to handle or use an item, feel free to ask your sales manager for guidance or request a sample in advance.

Our Commitment to You

Custom Merchandise is dedicated to a fair and transparent resolution process. We understand the importance of getting you your ordered merchandise correctly, on time, and to the highest standard possible. This return policy aligns with our values of ethical conduct, responsible business practices, and attaining customer satisfaction.

How to Get Help or Start a Return

If you have a concern or would like to request a return or replacement, contact your sales representative directly. You may also reach us using the details below:

Post

Attn: Returns Department

Cubic Promote (Custom Merchandise)

Suite 402, Level 4, 56 Clarence St

Sydney, NSW 2000, Australia

Email: sales@custommerchandise.com.au