At High Quality Promo, we are committed to providing quality products and a high standard of service. Our returns and refunds policy is designed to ensure you have peace of mind when shopping with us.
1. Replacement and Refunds
We will provide a replacement or refund if a product has a significant issue. However, refunds and replacements are not available in all circumstances.
Please note:
Refunds will not be issued for delivery delays or disruptions resulting from logistical or production challenges caused by circumstances outside of High Quality Promo’s control. All delivery dates and deadlines communicated in quotes, invoices, or other correspondence are estimates and not guaranteed. By accepting your quote or paying your invoice, you agree to the terms of this returns and refunds policy.
2. Production Issues
If an issue occurs during the production process, High Quality Promo reserves the right to rectify the problem to ensure your product is fit for its intended purpose, as described in our product information. This may apply even if it affects your preferred deadline or event. We will make every effort to communicate with you and work towards a fair resolution.
Replacement products will be identical to those originally ordered. Refunds will be processed in the original payment form and amount. We aim to process refunds within 14 business days of receiving the returned product.
3. Assessment Criteria
When assessing a request for a refund or replacement, we consider:
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Whether the product matches the description provided
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The extent to which a fault affects the intended use of the product
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The reasonable lifespan and expected durability of the product
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How long the product should last before issues arise
A product is considered to have a major problem and is eligible for return if:
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It has a production or decoration fault that would have deterred purchase if known
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It significantly deviates from the sample or description (for clothing, a 20mm tolerance applies for dimensions; variations beyond this are considered a fault)
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It is largely unfit for its common purpose and cannot be easily fixed within a reasonable time
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It does not perform as requested and cannot be easily fixed within a reasonable time
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It is unsafe
4. How to Return an Item
You may return a product if you believe there is a production or decoration fault. If the product can be posted or easily returned, you are responsible for returning it. If the product is found to have a genuine fault, you will be entitled to recover reasonable postage or transport costs. You are not required to return products in the original packaging to receive a refund.
High Quality Promo will refund the full cost of the item if it was shipped to you faulty and has not been worn, used, or damaged. If the goods were shipped in error or arrived damaged or defective, we will cover the standard ground freight for the return.
Before returning any merchandise, please contact us to obtain shipping instructions:
Email: orders@highqualitypromo.com.au
Include a copy of your original packing slip with your return, indicating the reason for return or exchange on the back. If you do not have the original packing slip, please include your order number.
Please ship your returned package using a trackable shipping method.
5. Important Notes
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No credit will be issued for returns found not to be faulty. If a returned product is found to be in good condition or the issue is not considered major, the customer may be responsible for return shipping costs.
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We reserve the right to refuse a return or exchange if the product has been significantly used or damaged after receipt, or if the return request is made more than 14 days after delivery.
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This policy is in addition to your rights under the Australian Consumer Law or any other applicable laws.
If you have any questions or concerns about our returns and refunds policy, please contact us at:
High Quality Promo
Email: orders@highqualitypromo.com.au
