Refund policy
Returns, Refunds and Claims Policy
At Seeit Promo Australia, many products are custom branded, made to order, sourced from supplier warehouses, or shipped directly from our supplier network. Because of this, returns, refunds and claims are assessed differently from standard retail purchases.
Returns and Claims
In the unlikely event of a claim, please contact us in writing within 14 days of receiving your order or from the invoice date, whichever is earlier.
Claims must be sent to:
Please include your order number, invoice number, a description of the issue, and clear photos showing the product, packaging, branding, damage or error.
Returned goods will not be accepted unless Seeit Promo Australia has acknowledged your claim in writing and advised you to return the goods. Items sent back without prior written approval may not be accepted.
Goods must be returned before a credit, replacement or refund is issued, unless otherwise agreed in writing.
Change of Mind Returns
Change of mind returns are generally not accepted for promotional products, custom branded items, made-to-order products, supplier-direct products, clearance items or special orders.
For eligible unbranded stock items, a return may be considered at our discretion if the item is unused, unworn, unwashed, in original condition, with tags where applicable, and in its original packaging.
Return freight, original freight charges, supplier handling fees and restocking fees may apply.
Custom Branded and Made-to-Order Products
Custom branded, decorated, personalised, or made-to-order products cannot be returned, refunded or exchanged unless they are faulty, damaged, or supplied incorrectly.
This includes products that have been printed, embroidered, engraved, debossed, labelled, packaged, kitted, or otherwise customised with your logo, artwork, branding, design, or requested specifications.
Once artwork, proofs, order details, sizing, quantities, colours, branding positions, product specifications, or delivery details have been approved in writing, Seeit Promo Australia is not responsible for mistakes identified after approval.
Returns, refunds, credits or replacements will not be accepted where the final product matches the approved proof, artwork, order confirmation, written instructions, or approved specifications.
Please check all proofs, artwork, colours, product details, spelling, sizing, quantities, addresses and branding positions carefully before approving production.
Artwork Approval and Proofs
Artwork prepared by Seeit Promo Australia will be submitted for approval by email or digital proof. Production and delivery timeframes begin once written artwork approval has been received.
The first two digital proofs may be supplied at no charge. Additional proof changes may incur extra charges.
Physical proofs may be available for some products and may incur a minimum charge. Some products may have higher proof charges.
Where a client chooses in writing to proceed without a proof, the goods are produced at the client’s risk and no claim will be considered for matters that would reasonably have been identified during the proofing process.
PMS colours should be supplied where exact brand colour matching is required. If PMS colours are not supplied, the closest available colour match will be used. Colour matching is always as close as reasonably possible, but exact colour matching cannot be guaranteed across different products, materials, print methods, screens, catalogues or website images.
Apparel Returns
General apparel items may only be returned if they are unused, unworn, unwashed, unbranded, in original condition, and approved by Seeit Promo Australia.
Custom branded apparel, including embroidered, printed, heat-transferred, patched, labelled, or otherwise decorated garments, cannot be returned or exchanged unless the item is faulty or supplied incorrectly.
Please ensure all sizing, colours, styles, quantities and branding details are checked carefully before production approval. Size exchanges are not guaranteed, especially for branded, made-to-order, imported, or supplier-direct apparel.
Product Warranty
Garments and products supplied by Seeit Promo Australia may be covered against defects in materials and workmanship, subject to the relevant supplier or manufacturer warranty.
Where applicable, garments may be warranted to the original owner against defects in materials and workmanship for up to 3 years from the original purchase date, excluding normal wear and tear.
If a product fails due to a confirmed manufacturing defect within the applicable warranty period, we may repair the product, replace the product, or offer another suitable remedy at our discretion and in line with Australian Consumer Law.
This warranty does not cover damage caused by accident, misuse, improper care, negligence, incorrect washing, incorrect storage, normal wear and tear, fading, colour breakdown, material ageing, or general deterioration from use over time.
Damages, Faults and Incorrect Items
Please inspect your order as soon as it arrives. If an item is defective, damaged, incorrect, or does not match the approved order details, please contact us immediately at sales@seeitpromo.com.au.
Please provide photos of the product, packaging, labels, branding and any visible issue. This allows us to review the claim with our supplier, decorator, freight provider or production team.
If the issue is accepted, we will work with you to provide a suitable resolution, which may include repair, replacement, credit or refund depending on the circumstances.
Supplier Direct and Dropshipped Products
Some products are shipped directly from our supplier network. Return eligibility may depend on the supplier’s own return conditions, product type, stock status, and whether the item has been customised.
Where a return is approved for a supplier-direct or dropshipped item, return freight, supplier handling fees, restocking fees, and original freight charges may apply.
Supplier freight costs are non-refundable unless the item is faulty, damaged, or supplied incorrectly.
Samples
Samples may be available on request and will be invoiced when sent. Samples must be returned within 10 days of receiving them, unless otherwise agreed in writing.
Samples must be returned in the same condition and packaging as they were received. If samples are not returned on time, or are returned used, damaged, marked, or without original packaging, the client may be liable to pay for the goods.
Freight costs for samples are the responsibility of the client.
Delivery, Freight and Transit Risk
Delivery times are advised for individual products and orders. While we do our best to meet estimated delivery dates, delays may occur due to stock availability, supplier production times, freight delays, customs delays, strikes, natural disasters, or other factors outside our control.
Orders for custom made, imported, decorated, or overseas-sourced products cannot be cancelled due to delays caused by external factors once the order has been approved and production or procurement has commenced.
Goods will be delivered to the business address supplied unless another address is provided in writing.
All delivery instructions must be provided in writing. Where no freight company is specified, we will ship using our carrier network and add freight costs to the invoice or order total.
Insurance for goods in transit is at the client’s risk unless otherwise agreed in writing.
Cancellations and Order Changes
Once an order, proof, artwork, purchase order, quote, or written approval has been accepted, the order cannot be cancelled or changed unless agreed in writing by Seeit Promo Australia.
Any costs already incurred, including artwork, setup, stock, supplier charges, freight, production, decoration, import costs or administration costs, will be invoiced to the client.
Non-Returnable Items
The following items cannot be returned unless faulty or supplied incorrectly:
Custom branded or personalised products
Made-to-order products
Special order items
Decorated apparel
Products produced from approved artwork or proofs
Kitted, packed, assembled or bundled orders
Imported or indent products
Clearance or sale items
Gift cards
Samples not returned in original condition
Items that have been used, worn, washed, altered, damaged, marked or incorrectly stored after delivery
Items returned without prior written approval
Pricing and Website Information
All pricing excludes GST unless otherwise stated.
Prices shown on our website are indicative only and should not be assumed to be the final confirmed price. Final pricing may depend on quantity, branding method, setup charges, freight, supplier pricing, stock availability, artwork requirements and GST.
Quotes are provided based on the information available at the time and may be subject to change if order details, supplier costs, freight costs, exchange rates or product availability change.
Refunds and Credits
We will notify you once your return or claim has been received and inspected, and confirm whether a refund, credit, replacement or repair has been approved.
If a refund is approved, it will be processed back to the original payment method where possible. Please allow up to 10 business days for processing. Banks and payment providers may take additional time to release funds.
If more than 15 business days have passed since your refund was approved, please contact us at sales@seeitpromo.com.au.
Australian Consumer Law
Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a replacement, repair, refund, or other remedy where a product has a major failure, is not of acceptable quality, is not fit for purpose, or does not match the approved description or order details.