1. Send product details first.
   Provide photos, brand or product number, material composition, quantity, decoration location, and your required delivery date. Please contact us before shipping or dropping off items.
2. Allow an in-person material review.
   An assessment based on photos or a description is preliminary. Final suitability depends on inspection and, when needed, testing of the actual item. Coatings, seams, stretch, foam, adhesives, and heat sensitivity can affect results.
3. Approve any test and fee in writing.
   We will explain any proposed test, its cost, and whether it may permanently alter the sample before proceeding. A test does not guarantee identical results on every item.
4. Approve the artwork and production details.
   Production begins after payment, item acceptance, and written approval of the proof and applicable terms. Let us know about irreplaceable, sentimental, or high-value items before we accept them.

An order is confirmed when you approve the order details and expressly accept these terms in writing, and we issue written acceptance of the order. This restriction must be disclosed before payment and confirmation. Sending an inquiry, supplying items, or paying an invoice alone does not constitute acceptance of undisclosed terms.

This customer-cancellation restriction is subject to applicable law, including restrictions on unenforceable penalties. It does not remove remedies for our failure to provide the agreed service, defective work, or refunds otherwise required by law. If we determine that we cannot perform the agreed decoration, the service-refund terms below apply.

Refund Method & Timing

Approved refunds are issued to the original payment method whenever available. If that method cannot receive a refund, we will agree with you on an alternative. Store credit is optional and requires your agreement.

We aim to acknowledge refund requests within 2 business days and issue approved refunds within 5 business days after confirming the amount. Your bank or payment provider may take additional time to post the credit. We will provide written confirmation when the refund is issued.

Customer-supplied products vary in quality and construction. Printing may cause scorching, discoloration, coating reactions, or adhesion issues; embroidery may cause puckering, needle marks, or fabric distortion. We will disclose material concerns we identify and obtain written approval before conducting a potentially destructive test.

This limitation must be disclosed and expressly accepted in writing before processing begins. It does not exclude liability for fraud, willful misconduct, gross negligence, violations of law, or any liability that cannot legally be waived. It applies to damage during processing, not to loss of items while in our custody. Refund eligibility for decoration services is addressed separately above.

Please do not submit irreplaceable or sentimental items. We recommend using products supplied by Pro Goodie Promotion or providing extra pieces for agreed testing and production.

If a test sample is altered within the scope of a test you specifically approved, we will review it under those written test terms. We will not assume permission to damage additional items or continue a process that has shown an unacceptable result.

Please inspect your items when received and report concerns promptly, preferably within 7 calendar days, with your order number and clear photos. This requested reporting period does not limit rights or remedies available under applicable law.

• Your supplied items remain your property. When an order is declined, canceled, or completed, we will arrange pickup or return shipping.
• Pickup is by confirmed appointment. We will provide written pickup instructions and arrange a reasonable alternative if the proposed time does not work.
• For customer-requested cancellations or material incompatibility discovered during an agreed preliminary review, return shipping is normally paid by the customer unless otherwise agreed.
• If the return results from our production error or our failure to provide an agreed service, we will cover reasonable standard return shipping.
• We will confirm any shipping charges before dispatch. We do not impose undisclosed storage charges or automatically discard uncollected items. If items remain uncollected, we will contact you to arrange next steps consistent with applicable requirements.

1. Email info@progoodiepromotion.com.
   Use the subject “Customer-Supplied Items — Order #[your number].”
2. Include your order details.
   Provide your name, order or invoice number, payment date, item description, concern, and photos when relevant.
3. Tell us your preferred resolution.
   Let us know whether you are requesting a review, correction, refund, pickup, or return shipping. We will confirm the next steps in writing.