Refund policy

Last updated: 23 July 2026

NS PROMO supplies custom-printed, embroidered, decorated, and specially ordered apparel and uniforms.

This policy applies to all orders delivered within Australia. Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law (ACL) or other applicable consumer protection laws.

1. All Sales Are Final (No Change-of-Mind Returns)

We do not accept returns, refunds, or exchanges for change of mind.

Because every item supplied by NS PROMO is custom-printed, embroidered, decorated, or specially ordered per customer specifications, production begins specifically for your order and items cannot be resold.

This no-return policy applies to:

  • Change of mind or changed design/branding preferences.

  • Incorrect size, garment style, or colour selections made by the customer.

  • Errors in artwork, logos, or details that were approved on mock-ups prior to production.

  • Over-ordering or items no longer required.

We strongly encourage customers to carefully review size charts, garment specifications, and artwork mock-ups prior to approving orders.

2. Faulty, Damaged, or Incorrectly Supplied Goods

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement, repair, or refund if a product supplied by us is:

  • Faulty or defective (e.g., garment tearing, defective seams, or material defects).

  • Incorrectly decorated or supplied (e.g., incorrect logo printed, significant print error, or wrong garment size sent compared to your approved order summary/mock-up).

  • Damaged in transit prior to delivery.

Consumer Law Remedies

  • Major Fault or Error: You are entitled to choose a full refund or a free replacement.

  • Minor Fault or Error: NS PROMO will repair, rework, or replace the item within a reasonable timeframe at no extra cost to you.

3. How to Report an Issue

If your order arrives damaged, faulty, or incorrect:

  1. Contact us within 14 days of delivery at support@nspromo.com.au.

  2. Include your order number and attach clear photographs showing the defect, packaging, and shipping label.

  3. Do not wash, wear, or distribute affected garments after discovering an issue.

4. Return Shipping Costs for Faulty Items

  • 100% Covered by Us: If an item is verified to be faulty, damaged, or incorrectly supplied by NS PROMO, we will pay for or reimburse all return shipping costs. We will provide a prepaid return label or arrange courier pickup at $0 cost to you.

  • Restocking Fees: We charge $0 restocking fees on approved warranty or fault claims.

5. Refund Processing Timeline

Once returned faulty items are received and inspected, approved refunds will be processed back to your original payment method within 3 to 5 business days.

Contact Us

NS PROMO

Email: support@nspromo.com.au

Phone: 0404 643 239

Address: Unit 4, 9 Pioneer Avenue, Thornleigh NSW 2120, Australia (By appointment only)