Promotional Products Return Policy

Effective Date: July 28, 2026

At Trendy Promo, most orders are created for a particular brand, event, campaign, organization, or recipient. Because each customized order is different, we do not use an automatic, one-size-fits-all return process.

Instead, we provide a Personalized Order Resolution Review. A Trendy Promo representative will personally review the order, approved proof, production information, photographs, quantities affected, shipping records, and other relevant circumstances before determining an appropriate resolution.

This policy applies to purchases made directly from Trendy Promo unless different terms were clearly disclosed and accepted in a written quote, order acknowledgment, contract, or product-specific notice.

1. Thirty-Day Reporting Period

Customers should report order concerns within 30 calendar days after the carrier’s recorded delivery date.

To submit a request, contact:

Email: sales@trendypromo.com

Website: TrendyPromo.com

Please provide:

• The order or invoice number
• A clear explanation of the concern
• The quantity affected
• Clear photographs or video of the affected products
• Photographs of the shipping carton, packaging, and shipping label when transit damage or a shortage is involved
• Any other reasonably necessary information requested during the review

This 30-day period applies to Trendy Promo’s voluntary return and resolution program. It does not eliminate or shorten any warranty, statutory, or other legal right that cannot lawfully be limited.

2. Personalized Review of Every Claim

Every properly submitted concern will be evaluated individually and in good faith.

Our review may include:

• The approved artwork or proof
• The written quote and order acknowledgment
• Product descriptions and specifications
• Customer instructions and information
• Supplier, manufacturer, or decorator records
• The number and condition of affected items
• Photographs, videos, samples, or inspection results
• Shipping and delivery records
• Applicable production tolerances
• Whether the products have been distributed, used, washed, altered, decorated, or damaged after delivery
• Applicable law

Submitting a request does not automatically guarantee a return, refund, replacement, credit, or reprint. However, Trendy Promo will not deny a remedy that is required by applicable law.

3. Customized and Personalized Products

Customized products are manufactured, sourced, decorated, assembled, or packaged for a specific customer. These products may include merchandise that is:

• Printed
• Engraved
• Embroidered
• Etched
• Debossed or embossed
• Personalized
• Relabeled
• Individually packaged
• Assembled into kits
• Ordered in a special color, size, configuration, or quantity
• Produced using customer-supplied artwork or instructions

Because customized products generally cannot be resold, they are ordinarily not eligible for discretionary returns resulting from:

• A change of mind
• Event cancellation or postponement
• Excess or unused inventory
• A preference for another product, color, size, design, or decoration method
• Customer-approved spelling, artwork, colors, dimensions, placement, or wording
• Incorrect information supplied or approved by the customer
• Failure to review an available proof carefully
• A delivery date that was not expressly accepted by Trendy Promo
• Minor variations within disclosed or commercially reasonable production tolerances

The customized nature of a product does not remove the customer’s right to request a review when merchandise is materially defective, incorrectly produced, damaged, materially different from the approved order, or otherwise subject to a remedy under applicable law.

4. Qualifying Order Concerns

Customers should contact Trendy Promo when:

• The wrong product was supplied
• The wrong product color or size was supplied
• The decoration materially differs from the approved proof
• The merchandise contains a verified manufacturing defect
• The delivered quantity materially differs from the confirmed quantity
• A material portion of the shipment is missing
• Merchandise arrived damaged
• The order was materially misrepresented
• The merchandise is materially different from the confirmed written order

Customers should not distribute, use, wash, modify, discard, relabel, or further decorate affected products until Trendy Promo has completed its initial review. Failure to preserve the products and packaging may limit our ability to verify the concern and may affect the available resolution.

5. Available Resolutions

Following review, Trendy Promo may provide one or more of the following remedies, as appropriate:

• Replacement of verified affected items
• Reproduction of the affected portion of the order
• Correction or redecoration when commercially reasonable
• Refund of the verified affected items
• Partial refund
• Account credit, when accepted by the customer
• Assistance with a carrier or manufacturer claim
• Another reasonable resolution agreed upon with the customer

The resolution will ordinarily apply to the verified affected portion of the order. When the issue materially affects the usability, consistency, or value of the order as a whole, Trendy Promo will also consider the impact on the complete order.

Trendy Promo will determine an appropriate resolution in good faith based on the verified facts, the approved order, the extent of the issue, applicable supplier information, and applicable law.

Account credit will not be substituted for a refund when applicable law requires a refund unless the customer voluntarily agrees to accept the credit.

6. Proof and Artwork Approval

When a proof is provided, approving the proof authorizes production based on the information displayed.

Before approving a proof, customers are responsible for reviewing:

• Spelling, grammar, names, dates, numbers, and contact information
• Logo selection and artwork accuracy
• Product color and size
• Imprint wording and layout
• Decoration location
• Approximate decoration dimensions
• Shipping information
• Any specifically disclosed production tolerance

Computer and mobile displays may represent colors differently. Unless an exact color-matching service is specifically included in the written order, an on-screen color is not a guarantee of an exact physical color match.

Trendy Promo is not ordinarily responsible for an error that appeared clearly on an approved proof or resulted directly from inaccurate customer-supplied information. This limitation does not apply when the completed merchandise materially differs from the approved proof or confirmed instructions.

7. Product and Decoration Variations

Promotional products may be produced using different materials, manufacturing batches, inks, threads, equipment, suppliers, and decoration processes. Commercially reasonable variations may occur.

Examples include:

• Minor shade or texture differences
• Slight differences in product dimensions
• Slight movement in imprint placement
• Minor differences in imprint size or appearance
• Natural variations in wood, leather, stone, recycled materials, fabrics, or blended materials
• Differences between separate production runs
• Differences between a blank sample and decorated production
• Differences between a screen representation and the physical product

A variation will be evaluated based on:

• The applicable supplier specifications
• The approved proof
• The product description
• The decoration method
• Any disclosed tolerances
• Generally accepted industry practices
• The material effect on branding, quality, appearance, quantity, and ordinary use

A variation will not be treated as acceptable merely because Trendy Promo describes it as minor.

8. Blank and Non-Customized Merchandise

Unused and unmodified blank merchandise may qualify for return when:

• The request is submitted within 30 days after delivery
• The merchandise is unused and in resalable condition
• Original packaging, labels, components, and accessories are included
• The applicable supplier accepts the return
• Trendy Promo issues written return authorization before shipment
• The products were not specially sourced, discontinued, made to order, clearance-priced, or otherwise identified as nonreturnable

An approved blank-merchandise return may be subject to:

• The actual restocking fee charged by the supplier
• Authorized return shipping costs
• Nonrefundable outbound shipping charges
• Reasonable inspection or repackaging expenses when necessary

Known supplier-specific restrictions or restocking charges will be disclosed before purchase when reasonably available. No fee will be imposed merely as a penalty for requesting a return.

9. Return Authorization

Merchandise must not be returned without written authorization from Trendy Promo.

When a return is approved, Trendy Promo will provide:

• The authorized return address
• A return authorization number, when applicable
• Packaging instructions
• The return deadline
• Information about shipping responsibility
• Any approved restocking or processing charges

Products returned without authorization may be refused or returned to the sender.

Do not send merchandise to the address appearing on the original shipping carton unless Trendy Promo specifically instructs you to use that address.

10. Return Shipping

When Trendy Promo confirms an incorrect product, qualifying production error, transit issue for which Trendy Promo is responsible, or verified defect, Trendy Promo may provide a prepaid shipping label or reimburse reasonable, previously authorized return shipping costs.

For discretionary blank-product returns not caused by a Trendy Promo error, the customer may be responsible for return shipping and applicable disclosed charges.

Customers should use suitable packaging and follow the provided return instructions. Trendy Promo is not responsible for return damage caused by inadequate packaging or failure to follow the authorized return instructions.

11. Order Changes and Cancellations

Customization orders can move quickly into sourcing, artwork preparation, production scheduling, decoration, packaging, or shipment.

Customers may request a cancellation or change, but the request is not effective until Trendy Promo confirms acceptance in writing.

When a cancellation or change is requested, the customer may be responsible for reasonable costs already incurred, including:

• Artwork or proof preparation
• Setup charges
• Product costs
• Supplier cancellation or restocking charges
• Decoration work
• Packaging or fulfillment work
• Freight or shipping charges
• Other nonrecoverable order-specific expenses

These charges will reflect actual or reasonably incurred costs and will not be imposed as a penalty.

Once production, decoration, personalization, assembly, or shipment has begun, cancellation may no longer be possible. Nothing in this section limits a cancellation or refund right that applicable law requires.

12. Production and Shipping Delays

Production and delivery estimates are based on information reasonably available when the order is accepted. A production estimate is not a guaranteed delivery date unless Trendy Promo expressly agrees in writing that the date is guaranteed.

“Shipping” means placing the merchandise in the carrier’s possession. A stated shipping date is different from an estimated carrier delivery date.

Trendy Promo will maintain a reasonable basis for any represented shipping timeframe. If no shipping timeframe is stated, the order will be handled within the timeframe required by applicable law.

If Trendy Promo learns that an order cannot ship within the represented or legally applicable timeframe, Trendy Promo will provide the customer with:

• Notice of the delay
• A revised estimated shipping date when reasonably available
• A reasonable method to accept or decline the delay
• An opportunity to cancel and obtain a prompt refund when required by applicable law

When Trendy Promo cannot complete an order and no legally permissible delay arrangement is accepted, Trendy Promo will cancel the unshipped portion and provide the required refund.

A legally required refund for unshipped merchandise will not be replaced with store credit or account credit unless the customer voluntarily agrees.

13. Shipping Damage, Shortages and Lost Packages

Visible shipping damage, missing cartons, opened packages, or quantity shortages should be reported as soon as reasonably possible.

Customers should preserve:

• The products
• Inner and outer packaging
• Shipping labels
• Packing slips
• Photographs of the shipment and damage

Trendy Promo may coordinate with a supplier, manufacturer, decorator, fulfillment provider, or carrier to investigate the concern. A carrier’s investigation does not eliminate any responsibility Trendy Promo has under the accepted order or applicable law.

A package marked delivered is not automatically considered lost. The customer may be asked to check:

• The delivery location
• Reception or mailroom areas
• Building management
• Neighboring addresses
• Individuals authorized to accept shipments

Trendy Promo will review verified nondelivery claims individually.

14. Customer Handling and Product Use

A requested remedy may be denied or limited when the issue resulted from:

• Improper storage
• Improper washing or cleaning
• Use contrary to supplied instructions
• Ordinary wear and tear
• Misuse
• Alteration after delivery
• Exposure to excessive heat, moisture, sunlight, weather, or chemicals
• Decoration or modification by another provider
• Damage occurring after delivery
• Use outside the product’s ordinary or disclosed purpose

Customers are responsible for determining whether a product is appropriate for their intended audience, environment, application, and method of distribution.

This section does not excuse an undisclosed defect or relieve Trendy Promo of a responsibility imposed by applicable law.

15. Samples

Product samples are intended to help customers evaluate general size, construction, appearance, and quality.

Unless otherwise stated in writing:

• Sample charges and sample shipping costs are nonrefundable
• A sample may differ slightly from a later production batch
• A blank sample does not guarantee the exact appearance of decorated merchandise
• A random decorated sample may display another organization’s artwork
• Used, altered, damaged, or decorated samples are not returnable
• Samples may be subject to the originating supplier’s policies

A sample or model that is specifically incorporated into the accepted order will be treated according to the written terms of that order and applicable law.

16. Refund Processing

Approved refunds will ordinarily be issued to the original payment method.

When refunding to the original method is not reasonably possible, Trendy Promo will contact the customer regarding an appropriate alternative. Refunds required by law will be processed within the legally required period.

For voluntary refunds, Trendy Promo will generally initiate the refund after:

• The claim has been approved
• Any required return has been received
• The returned merchandise has been reasonably inspected

A bank, credit-card company, or payment processor may require additional time to post the refund after Trendy Promo initiates it.

Shipping, rush-service, artwork, setup, sample, and completed service charges are not automatically refundable unless they relate directly to the verified issue or applicable law requires their refund.

17. Additional Review

Customers who believe material information was overlooked may request one additional review.

The request should identify:

• The information believed to have been overlooked
• Any new photographs or documentation
• The requested resolution
• Why the initial resolution is believed to be inappropriate

A different Trendy Promo representative or manager may review the request when reasonably available.

18. Fraudulent or Abusive Claims

Trendy Promo may investigate or deny requests involving reasonably documented:

• Materially false information
• Altered or misleading evidence
• Product substitution
• Intentional damage
• Duplicate reimbursement requests
• Fraudulent conduct

Nothing in this section prevents a customer from exercising lawful rights through a payment provider, government agency, court, or other authorized process.

19. Mandatory Legal Rights

This policy provides Trendy Promo’s voluntary return and resolution procedures. It is not intended to disclaim, exclude, or reduce:

• An express warranty created by an accepted product description, affirmation, promise, sample, or model
• An applicable implied warranty
• A remedy that cannot legally be excluded
• Rights arising from defective or nonconforming merchandise
• Rights relating to delayed or unshipped merchandise
• Any other nonwaivable right under applicable federal, state, or local law

When this policy conflicts with a mandatory legal requirement, the mandatory legal requirement will control.

Customers purchasing primarily for personal, family, or household use may have consumer rights that differ from those applicable to commercial or business purchasers.

20. Policy Updates

Trendy Promo may update this policy prospectively.

Unless applicable law requires otherwise, the version made available to and accepted by the customer when the order was placed will apply to that order. A later update will not retroactively remove an accrued customer right.

21. Contact Information

Questions, return requests, cancellation requests, and order concerns may be submitted to:

Trendy Promo

Email: sales@trendypromo.com

Website: TrendyPromo.com

Please include the order or invoice number in the email subject line.

Acceptance

By approving or placing an order after being provided access to this policy, the customer acknowledges reviewing this Returns, Cancellations & Order Resolution Policy.

Acceptance of this policy does not constitute a waiver of any right that cannot lawfully be waived.