Refund and Returns Policy
Thank you for shopping with PMPRISE. We want every customer to feel confident when ordering our promotional gifts. Please read our Return & Refund Policy carefully before placing an order.
This policy applies to purchases made through https://pmprise.com/.
1.Order Types
We sell both standard products and customized promotional gifts.
Standard Products refer to items that are not personalized, printed, engraved, branded, modified, or produced according to a customer’s specific request.
Customized Products refer to products that include custom logos, artwork, text, colors, packaging, sizing, materials, printing, engraving, labeling, or any other customer-specific requirements.
Because customized promotional gifts are made specifically for each customer or business, they cannot be returned or refunded unless they arrive defective, damaged, incorrectly produced, or not as described.
2.Return Eligibility
For Standard Products, we accept return requests within 7 after the delivery date.
To be eligible for a return, the item must:
- Be unused, unwashed, and in its original condition;
- Be returned with all original packaging, accessories, labels, and manuals;
- Include proof of purchase, such as the order number or invoice;
- Be approved by our customer service team before being shipped back.
Items returned without prior approval may not be accepted.
3.Non-Returnable Items
The following items are not eligible for return or refund unless they are defective, damaged, incorrectly produced, or not as described:
- Customized or personalized promotional gifts;
- Products with printed logos, artwork, text, or branding;
- Custom packaging, custom labels, or private label products;
- Sample products that have been approved before bulk production;
- Clearance, final sale, or discounted items marked as non-returnable;
- Used, damaged, altered, washed, or incomplete items;
- Items returned without original packaging or proof of purchase.
4.Customized Orders
For customized promotional gift orders, customers are responsible for carefully checking all details before approving production, including but not limited to:
- Logo design;
- Text content;
- Artwork files;
- Product color;
- Product size;
- Material;
- Quantity;
- Packaging requirements;
- Shipping information.
Once a digital proof, sample, artwork file, quotation, invoice, or production confirmation has been approved by the customer, the order will move into production.
After production has started, customized orders cannot be canceled, returned, or refunded unless there is a confirmed production error caused by PMPRISE.
5.Damaged, Defective, or Incorrect Items
Please inspect your order immediately after receiving it.
If your item arrives damaged, defective, incorrectly produced, or different from what you ordered, please contact us within 7 days of delivery.
Please provide the following information:
- Order number;
- Clear photos or videos of the issue;
- Photos of the outer packaging;
- Photos of the shipping label;
- A short description of the problem.
After we review the issue, we may offer one of the following solutions:
- Replacement;
- Repair;
- Reproduction;
- Partial refund;
- Full refund.
The final solution will depend on the nature of the issue and the condition of the product.
6.Return Process
To request a return, please contact us at:
Email:service@pmprise.com
7.Return Shipping Costs
If the return is caused by our error, such as a defective item, damaged item, wrong item, or incorrect customization, we will be responsible for the return shipping cost or provide an alternative solution.
If the return is due to the customer’s personal reason, such as ordering the wrong item, choosing the wrong color, changing their mind, or providing incorrect customization details, the customer will be responsible for the return shipping cost.
Original shipping fees, customs duties, taxes, and handling fees are non-refundable unless the return is caused by our error.
8.Refunds
Once we receive and inspect the returned item, we will notify you whether the refund is approved.
If approved, the refund will be processed to your original payment method within 5-10 business days.
Please note that your bank, credit card provider, or payment platform may need additional time to process and post the refund.
9.Late or Missing Refunds
If you have not received your refund after the expected processing time, please first check your bank account or payment account again.
Then contact your credit card company, bank, or payment provider, as it may take some time before your refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us at service@pmprise.com.
10.Order Cancellation
For Standard Products, you may request to cancel your order before it has been shipped.
For Customized Products, cancellation is only available before artwork approval, sample approval, material preparation, or production has started.
Once a customized order has entered production, it cannot be canceled. If cancellation is still possible, any design fees, sample fees, material costs, or production costs already incurred may be deducted from the refund.
11.Shipping Delays
We do our best to process and ship orders within the estimated production and delivery timeline shown on our website or order confirmation.
However, delays may occur due to production workload, material availability, customs clearance, logistics delays, holidays, weather conditions, or other factors outside our control.
If there is a significant delay, we will notify you as soon as possible and provide an updated estimated shipping time.
12.International Orders
For international orders, customers are responsible for any customs duties, import taxes, VAT, brokerage fees, or local charges required by the destination country or region.
These charges are not included in the product price or shipping fee unless otherwise stated.
If a package is refused, unclaimed, or returned due to unpaid customs fees, incorrect shipping information, or failure to cooperate with local customs clearance, any additional costs may be deducted from the refund.
13.Wrong Shipping Information
Customers are responsible for providing accurate and complete shipping information at checkout.
If an order is delayed, lost, or returned due to incorrect or incomplete shipping information provided by the customer, we are not responsible for the additional shipping cost or loss.
If you notice an error in your shipping information, please contact us immediately at service@pmprise.com.
14.Exchanges
We only replace items if they are defective, damaged, incorrectly produced, or not as described.
If you need to request an exchange, please contact us atservice@pmprise.com with your order number and photos or videos of the issue.
15.Contact Us
If you have any questions about this Return & Refund Policy, please contact us:
Company Name:PMPRISE Co., Ltd.
Website:https://pmprise.com/
Email: service@pmprise.com