At Fast Promos, we want every customer to be confident when ordering custom-branded products. Our team takes great care to ensure your artwork, branding, and product selections are correct before production begins. Because most of our items are custom printed or decorated specifically for your business, our returns policy is structured around industry-standard guidelines and Australian Consumer Law (ACL).
1. Returns for Custom-Branded Items
Most products supplied by Fast Promos are customised with your logo or artwork.
For this reason, custom-branded products cannot be returned or refunded for:
- Change of mind
- Choosing the wrong item, colour, or quantity
- Deciding the product is no longer required
- Differences in colour between on-screen previews and physical print (within normal printing tolerances)
This is standard across the promotional products industry, as decorated items cannot be resold.
2. Our Guarantee Under Australian Consumer Law
You are entitled to a remedy under ACL if a product:
- Is faulty or defective
- Is not of acceptable quality
- Is significantly different from what was ordered
- Is incorrectly printed compared to the approved artwork proof
In these cases, Fast Promos will, at no cost to you:
- Reproduce the order, or
- Provide a refund, or
- Offer an agreed alternative solution
Your satisfaction is our priority, and we will work quickly to resolve any issues.
3. Artwork & Proof Approval
Before production begins, we provide:
- A final digital artwork proof
- Details of print colours, decoration method, and sizing
Production will not start until you approve this proof in writing.
Please check this proof carefully, as Fast Promos is not responsible for errors that were present in the approved design.
4. Damaged or Incorrect Goods
If you receive goods that are damaged, faulty, or different from the approved proof:
- Notify us within 7 days of delivery
- Provide your order number and photographs of the issue
- Our Customer Happiness Team will review the case within 1–2 business days
If confirmed, we will organise a replacement or refund as quickly as possible.
5. Undecorated / Blank Goods
Some products may be supplied undecorated (blank).
These items may be eligible for return if:
- They are unused
- They are in original condition and packaging
- The return is requested within 14 days
A restocking fee may apply, depending on supplier policy.
Shipping costs for change-of-mind returns are the customer’s responsibility.
6. Order Cancellations
Orders can only be cancelled before artwork approval and before production has begun.
Once work has started, cancellation is not possible due to the customised nature of the products.
7. Colour Variations
Slight variations in colour may occur due to:
- Screen differences
- Pantone matching limitations
- Material type and texture
These variations are considered normal and are not classified as defects.
8. How to Request a Return or Raise an Issue
To submit a returns or issue request, please contact us via:
- Email: info@fastpromos.com.au
- Phone: 1300 008 300
- Live chat on our website
Please include:
- Your order number
- Description of the issue
- Photos (if applicable)
Our team will guide you through the process.
