Orders, Cancellations, Returns & Refunds Policy

General Policy

We prioritize accuracy to ensure your order is received as specified. We provide pre-production proofs – either digitally or physically. Your merchandise will not be produced until you provide a written sign-off to approve the proof. We encourage customers to carefully review their orders and proofs before approval. 

We appreciate your business and want to ensure your satisfaction. If you have any questions or concerns, please contact our customer care department at 877-633-1133 or call your BrandExtenders Rep.

By placing an order personally or electronically with BrandExtenders, LLC, you agree to these return policies.

Samples

Sample orders are final, non-returnable, and non-refundable. However, if you subsequently place a decorated order for the same item, we will apply a credit equal to the sample order cost.

Pre-Production Cancellation

You may cancel your order for a full refund before it enters production. Once the order has been sent to the production facility, cancellation is not possible.

Blank Item Returns

Some blank items may be eligible for return, subject to a restocking fee of 10-20%. This fee varies based on supplier policies and is deducted from your refund. This fee may vary depending on the supplier fee policies. 

We strive to ensure that your order meets your expectations. However, due to the custom nature of our products, certain items may not be eligible for return.

Non-Returnable Items

• Custom Merchandise and Apparel: Once you have approved the pre-production proof, merchandise and apparel printed or embellished with your logo are non-returnable.
• PPE Products: All Personal Protective Equipment (PPE) products, whether blank or decorated, are non-returnable due to hygiene and safety reasons.

Items Eligible for Returns

Manufacturing Defects

If you receive merchandise with manufacturing defects, please contact our customer care department immediately. We will work with the supplier to resolve the issue, which may include a replacement, repair, or refund. Our primary goal is your satisfaction, and we will work diligently to address any issues.

Conditions for Return

Upon receiving your order, inspect it carefully for any defects or errors. If you encounter an issue, contact our customer care department within 30 days of receipt for return instructions.

To be eligible for a return, items must be:

• In new, unused condition
• Returned within 30 days of receipt

Return Process

1. Return Shipping:  We cover the cost of shipping for returns due to manufacturing defects or incorrect orders. We will arrange for the pickup of defective or incorrect items at no cost to you. 
2. Refund of Payment: Refunds will be issued to the original payment method, less any applicable restocking fees. The processing time for refunds may vary depending on your payment method.