Customer Service

Returns & Refunds Policy

We want you to be completely happy with your order. Because most of the products we supply are printed or branded to your specification, our returns policy works a little differently to a standard online shop. This page explains what is covered, what to do if something is not right, and how refunds are handled.

Can I return branded or printed products?

Products that have been printed, engraved or otherwise personalised with your logo or artwork are made specifically for you and cannot be resold. For this reason, branded products cannot be returned or refunded unless they are faulty, damaged or incorrect. This is in line with UK consumer law, which excludes personalised and made-to-order goods from the standard right to cancel.

If there is a problem with your order, please see the sections below. We will always put right any error that is our fault.

Cancelling or amending an order

You can cancel or amend your order free of charge at any point before you approve your artwork proof. Once artwork has been approved and your order has entered production, we are unable to cancel it, as your products will already be in the process of being made and branded.

If you need to make a change after approving your proof, contact us as quickly as possible on 01606 871555 and we will do everything we can to help. In some cases a change may still be possible, but this cannot be guaranteed and additional charges may apply if materials have already been used.

Faulty, damaged or incorrect goods

Please check your order carefully as soon as it arrives. If any items are faulty, damaged in transit, incorrect or missing, let us know as soon as possible by emailing sales@indigo-promotions.co.uk with your order number, a description of the problem and photographs where possible.

Once we have reviewed your claim, we will offer one of the following at no cost to you:

• A replacement of the affected items, produced as a priority
• A full or partial refund for the affected items

Please do not return goods to us without contacting us first. Where a return is required, we will arrange collection or provide instructions, and we will cover the cost of returning items that are faulty or incorrect due to our error.

What happens if there is a printing error?

If there is a printing error with your order, please send images of the issue to sales@indigo-promotions.co.uk or contact the member of staff you placed your order with, and it will be looked into so we can provide a suitable resolution.

Every order is printed from the proof you approve before production begins, so please check your proof carefully, including spelling, colours, logo positioning and contact details. We are unable to offer a reprint or refund for errors that were present on an approved proof.

Unbranded stock items

If you have ordered plain, unbranded stock items and no longer require them, contact us and we will look at the return on a case-by-case basis. Where a return is agreed, items must be unused and in their original packaging, return carriage is at your cost, and a restocking charge may apply. Please contact us before sending anything back so we can confirm the return address and process. If you are purchasing as a consumer rather than a business, your statutory cancellation rights are unaffected.

How and when will I receive my refund?

Approved refunds are made to the original payment method. We aim to process all refunds within 14 days of agreeing the refund or, where goods are being returned, within 14 days of receiving them back.

Your statutory rights

Nothing in this policy affects your statutory rights. Business customers are additionally covered by the terms set out in our Terms & Conditions.