Because every LionPromos order is produced to your specification, our return terms balance fair buyer protection with the realities of made-to-order production.
We stand behind the quality of every custom order.
If an item arrives damaged in transit, or does not match the approved pre-production sample (wrong logo, colour, material or specification), we will arrange a free replacement or refund — including any reasonable return freight for defect verification.
Claims are assessed against the pre-production sample both parties approved before mass production. Please report issues within 14 days of delivery with photos so we can open a QC case quickly.
A simple, documented process.
Email [email protected] with your order number, the issue, and photos of the goods and packaging.
Our team compares the claim against the approved sample and transit records, typically within 2 business days.
Approved claims are resolved by replacement, refund, or a discounted re-order — whichever you prefer.
What cannot be returned.
Personalised and custom-printed products are produced specifically for your brand and generally cannot be returned for change of mind. Standard, non-customised stock items may be returned within 14 days of delivery in original, unused condition. Perishable, clearance, or final-sale items are excluded. Full terms are confirmed on each quotation and proforma invoice.
Tell us what you need — we'll return a quote and a custom sample plan within 24 hours.
Answers for procurement teams evaluating LionPromos as their branded-merchandise partner.
We replace or rectify goods that are defective or do not match the approved pre-production sample. Claims are reviewed against the inspection record and your order specification.
Report damage with photos within the agreed window. We file the carrier claim and arrange replacement or compensation according to the shipping terms you selected.
Orders can be cancelled before production begins. Once materials are cut or production has started, cancellation may incur committed-cost charges; we confirm before proceeding.
Yes. We apply incoming-material and pre-shipment inspections and stand behind goods that match the approved sample. Persistent quality issues are addressed with replacement or corrective action.
Contact [email protected] with your order number, photos, and a description. Our team responds with the next step, usually a replacement or claim within the applicable terms.