RETURNS, REFUNDS & CANCELLATIONS

Last updated: 29 July 2026

This Returns, Refunds and Cancellations Policy applies to products purchased from Three Faces Consulting Pty Ltd trading as Xpromo Australia ("Xpromo", "we", "us" or "our").

This Policy forms part of our Terms and Conditions.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot legally be excluded, including applicable rights under the Australian Consumer Law and, where applicable, the New Zealand Consumer Guarantees Act.

1. Change-of-Mind Returns

Xpromo does not generally provide refunds, exchanges or returns where you:

• change your mind;
• select the incorrect product, colour, size or quantity;
• find a cheaper product elsewhere;
• no longer require the products;
• provide incorrect order information; or
• miss an event or deadline that was not expressly guaranteed by Xpromo in writing.

We may choose to accept a change-of-mind return for eligible unbranded products at our discretion. Approval must be obtained from Xpromo before returning any products.

Where a discretionary return is approved:

• the products must be unused, undamaged and in their original condition and packaging;
• you must follow the return instructions provided by Xpromo;
• you are responsible for return freight;
• original freight charges are not refundable; and
• a reasonable supplier restocking, handling or return fee may apply.

Approval of one change-of-mind return does not require Xpromo to approve another return.

2. Customised and Branded Products

Change-of-mind returns are not available for products that have been:

• printed;
• embroidered;
• engraved;
• debossed;
• customised;
• manufactured to order;
• decorated with customer-supplied artwork;
• produced in a custom colour or design; or
• otherwise altered specifically for the customer.

Customised products may still qualify for a remedy where they are faulty, incorrectly supplied, materially different from the approved order or otherwise fail to meet a mandatory consumer guarantee.

3. Cancelling an Order Before Production

You may request cancellation before production or decoration begins. Cancellation requests must be submitted in writing and are subject to Xpromo's approval.

Once payment has been captured, Xpromo may order, purchase, allocate or reserve stock for your order.

If stock or services have already been ordered or committed, you may be responsible for reasonable costs incurred by Xpromo, including:

• supplier cancellation charges;
• supplier restocking fees;
• stock that cannot reasonably be returned;
• artwork preparation;
• setup charges;
• sample costs;
• freight charges; and
• other third-party costs connected with the order.

Any applicable cancellation costs will be explained before the remaining refund is processed.

4. Cancellations After Artwork Approval

Production will not normally begin until final artwork approval has been received.

Once artwork has been approved, changes may result in additional artwork, setup, stock or production charges.

If production or decoration has commenced, the order cannot be cancelled for change of mind.

This does not affect your rights where the finished products are faulty, incorrectly supplied or otherwise fail to comply with applicable consumer law.

5. Approved Artwork and Customer-Supplied Information

You are responsible for checking artwork proofs carefully before approval, including:

• spelling;
• names and contact information;
• colours;
• logo details;
• sizes;
• decoration position;
• product details;
• quantities; and
• delivery information.

A product will not ordinarily be considered faulty merely because it contains an error that appeared in artwork approved by you or resulted from inaccurate information supplied by you.

This does not apply where:

• Xpromo introduced the error after artwork approval;
• the finished product is materially different from the approved proof; or
• responsibility cannot legally be excluded.

Reasonable differences may occur between digital proofs and finished products due to screens, materials, inks and production methods.

6. Faulty, Damaged or Incorrect Products

Please contact Xpromo if products are:

• faulty;
• damaged on arrival;
• incorrectly supplied;
• materially different from the approved order;
• missing from the delivery; or
• not of acceptable quality.

Depending on the nature and seriousness of the issue, the available remedy may include:

• repair;
• replacement;
• re-supply;
• refund;
• partial refund;
• credit; or
• another remedy required by applicable law.

For a major failure under the Australian Consumer Law, the customer may be entitled to choose between a refund and replacement. For a problem that is not major, Xpromo may be entitled to provide an appropriate remedy within a reasonable time.

7. Reporting a Problem

You should inspect the products promptly after delivery.

Visible damage, shortages, incorrect products or immediately apparent production issues should preferably be reported in writing within five business days after delivery.

Your report should include:

• your name and contact details;
• order or invoice number;
• a clear description of the issue;
• the affected quantity;
• photographs of the products;
• photographs of the packaging where transit damage is suspected; and
• any other information reasonably requested by Xpromo.

The five-business-day reporting request helps us investigate the issue with the supplier, decorator or freight provider. It does not remove or shorten any right you may have under applicable law.

Claims should be sent to info@xpromo.com.au.

8. Assessment of Claims

Xpromo may need to inspect the products or obtain additional information before confirming the appropriate remedy.

You must take reasonable steps to protect the affected products from further damage while the claim is being assessed.

Please do not dispose of, alter, use or return the affected products unless instructed by Xpromo. Doing so may prevent us from properly investigating the claim.

We may ask you to:

• provide additional photographs or video;
• confirm the number of affected units;
• return a representative sample;
• return the affected products; or
• make the products reasonably available for inspection or collection.

A request to inspect the products does not remove any rights available under applicable law.

9. Returning Products

Products must not be returned without prior approval and return instructions from Xpromo.

Our products may be supplied from different warehouses, decorators or production facilities. Returning products to an unauthorised address may result in delays or additional costs.

Where a return is approved, we will provide the applicable return address and instructions.

Returned products should be:

• securely packaged;
• accompanied by the relevant order information; and
• returned using a trackable delivery method where reasonably possible.

Xpromo is not responsible for unauthorised returns or products lost or damaged because they were inadequately packaged by the customer.

10. Return Freight

Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer law, Xpromo will arrange collection or reimburse reasonable return freight costs where required.

Where no fault or supply error is found, or where a discretionary change-of-mind return is approved, you may be responsible for:

• return freight;
• redelivery charges;
• inspection costs where legally permitted; and
• any disclosed supplier restocking or handling fee.

Please obtain approval before incurring return freight costs. Xpromo may not reimburse unapproved premium, urgent or unnecessarily expensive freight services.

11. Transit Damage

Where products appear to have been damaged during delivery, please:

• photograph the external packaging before opening it where possible;
• retain the packaging;
• photograph the damaged products;
• note any visible damage with the courier where possible; and
• contact Xpromo promptly.

We will investigate the issue with the freight provider and arrange an appropriate remedy where required.

12. Quantity Differences

Due to manufacturing and decoration processes, supplied quantities may vary by up to 5% above or below the ordered quantity, as described in our Terms and Conditions.

A quantity difference within the agreed tolerance is not by itself considered a fault.

The final charge will be adjusted based on the quantity actually supplied. Where applicable:

• a shortfall will be refunded or credited; or
• an additional invoice may be issued for extra units supplied within the tolerance.

If Xpromo has confirmed an exact quantity in writing, that confirmed quantity will apply.

13. When a Remedy May Not Be Available

A repair, replacement or refund may not be available where:

• you simply changed your mind;
• the issue was disclosed before purchase;
• the product was misused;
• care or washing instructions were not followed;
• the product was damaged after delivery;
• unauthorised alterations or repairs were made;
• the issue resulted from artwork or information approved or supplied by you; or
• the product has only a reasonable minor variation inherent in the agreed manufacturing or decoration process.

This section does not apply where a remedy is required by law.

Australian and New Zealand guidance confirms that remedies are not generally required where a customer changes their mind, causes the problem or fails to follow reasonable care instructions.

14. Refunds

Where a refund is approved, it will generally be issued using the original payment method.

Refunds will be processed as soon as reasonably practicable after:

• the claim has been assessed;
• any required products have been received or inspected; and
• the refund amount has been confirmed.

Your bank, card issuer or payment provider may require additional time to show the refund in your account.

Original freight charges will be refunded where required by applicable law. They are not normally refundable for approved change-of-mind returns.

Any reasonable cancellation, restocking or other agreed costs may be deducted from a discretionary refund where legally permitted.

15. New Zealand Orders

For products supplied to customers in New Zealand, rights and remedies available under the New Zealand Consumer Guarantees Act may apply.

The appropriate remedy will depend on the nature and seriousness of the failure.

New Zealand customers must contact Xpromo before returning products internationally. We will provide return or disposal instructions based on the nature of the claim.

16. Contact Us

To request a cancellation, report an issue or ask about a return, contact:

Xpromo Australia Three Faces Consulting Pty Ltd ABN: 39 671 474 141 Email: info@xpromo.com.au Phone: 02 8014 3214

Please include your order or invoice number when contacting us.