Return Policy

Last updated: 3 June 2026

At NS PROMO, we take care in supplying custom uniforms, logo printing, embroidery and related apparel services. If there is an issue with your order, please contact us as soon as possible so we can review the matter and assist you fairly.

This Return Policy applies to products and services supplied by NS PROMO. Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

1. Contact us first

If you believe there is an issue with your order, please contact us before returning any item.

Please include your order number, contact details, a clear description of the issue and photos where relevant. This helps us assess the matter quickly and accurately.

2. Custom and decorated products

Custom printed, embroidered, decorated, altered, personalised or specially ordered products are generally not eligible for return, exchange or refund due to change of mind, incorrect size selection, incorrect colour selection, incorrect garment choice, approved artwork, approved logo placement or approved order details.

This includes products with:

• custom embroidery;
• custom printing or logo decoration;
• personalised names, numbers or branding;
• customer supplied artwork or logo files;
• specially ordered garments, colours or sizes;
• alterations, relabelling, repacking or other custom handling.

Because these items are made or prepared specifically for your order, they usually cannot be resold once production has started or decoration has been completed.

3. Change of mind

We do not generally offer refunds or exchanges for change of mind, including where you no longer need the item, selected the wrong size, selected the wrong colour, found another product, changed your design preference or ordered more than required.

If your order is not custom printed, embroidered, decorated, altered, personalised or specially ordered, you may contact us within 14 days of receiving your order and we may consider a return at our discretion.

Any approved change-of-mind return must be unused, unworn, unwashed, unaltered, in original condition and packaging, with tags attached where applicable. Return postage and handling costs are the responsibility of the customer unless otherwise agreed in writing.

4. Size selection

Size charts and product measurements are provided as a guide only. Garment fit may vary depending on brand, style, fabric, cut and individual preference.

Customers are responsible for selecting suitable sizes before placing an order. For team, staff or bulk orders, we recommend checking the size guide carefully or requesting samples before confirming production where sizing is critical.

Incorrect size selection is not considered a product fault where the supplied item matches the approved order and relevant product information.

5. Colour and product variation

Product colours may appear differently depending on screen display, lighting, photography, fabric type, dye batch and production conditions.

Minor colour, shade, fabric texture, measurement or production variation is not usually considered a fault where the product remains consistent with the general description and approved order details.

If exact colour matching is critical, please contact us before placing your order to discuss available options, samples or limitations.

6. Faulty, damaged or incorrect items

If you receive an item that appears faulty, damaged, incorrect or significantly different from the approved order details, please contact us as soon as possible.

Please provide:

• your order number;
• a description of the issue;
• clear photos of the item, fault, label, packaging and any relevant details;
• any other information that may help us assess the issue.

We may ask you to return the item for inspection before providing a remedy. We have the right to assess the product or service before confirming the appropriate solution.

7. Remedies

Where a product or service fails to meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a remedy depending on the circumstances.

For a major problem, you may be entitled to choose a refund, replacement or other remedy available under the Australian Consumer Law. For a minor problem, we may offer a repair, replacement, rework, refund or other reasonable solution depending on the issue.

We will assess each matter based on the product, service, approved order details, evidence provided and applicable legal requirements.

8. Items that have been used, washed or altered

Please check your order carefully before wearing, washing, altering, decorating further or distributing the items to staff or team members.

Returns may not be accepted where items have been worn, washed, damaged, altered, marked, used, relabelled, further decorated or are no longer in their original condition, unless the issue relates to a fault or legal right under the Australian Consumer Law.

9. Customer supplied garments

Where NS PROMO agrees to decorate customer supplied garments, the customer accepts that the garment may not always be suitable for the requested decoration method.

Although we take reasonable care, NS PROMO is not responsible for issues caused by the condition, quality, fibre composition, coating, dye, heat sensitivity, construction or suitability of customer supplied garments.

We may decline to decorate customer supplied garments if we believe they are unsuitable.

10. Return postage and inspection

Please do not send items back without contacting us first.

If a return is approved, we will provide return instructions. Items remain the customer’s responsibility until received by us.

For approved change-of-mind returns, return postage and any original shipping costs are generally not refundable. For faulty or incorrect items, return postage or collection arrangements will be assessed in accordance with the Australian Consumer Law and the circumstances of the issue.

11. Refund processing

Where a refund is approved, it will usually be processed to the original payment method. Processing times may vary depending on the payment provider or bank.

Refunds, exchanges, repairs or reworks will not be confirmed until the issue has been reviewed and, where required, the item has been inspected.

12. Order cancellation

If you wish to cancel an order, please contact us as soon as possible in writing.

Once garments have been ordered, artwork has been prepared, a mock-up has been approved, production has started or custom decoration has been completed, cancellation may not be possible or may incur charges for work already completed, supplier costs, materials, artwork preparation, administration or production time.

13. Australian Consumer Law

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

This policy does not limit your rights where a product or service is faulty, unsafe, not as described, not fit for purpose, or otherwise fails to meet a consumer guarantee.

14. Contact us

If you have any questions about returns, refunds or order issues, please contact us:

Email: support@nspromo.com.au