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Promo Alliance

Refund and Returns Policy

At Promo Alliance, we want you to be completely satisfied with your purchase. If you are not happy with your order, please review our returns and refund policy below.

30-Day Return Window

You have 30 (thirty) calendar days from the date of receiving your goods to initiate a return. To be eligible for a return, the following conditions must be met:

  • Items must be in their original, unused condition
  • Items must be in their original packaging, including all tags, labels, and accessories
  • You must provide proof of purchase (invoice, order confirmation, or receipt)
  • Written return authorisation must be obtained from Promo Alliance before sending any items back

Non-Returnable Items

The following items cannot be returned under any circumstances:

  • Branded or customised items — any products that have been printed, engraved, embroidered, debossed, or otherwise personalised with a logo, text, or design
  • Memory sticks and USB flash drives — once collected or delivered, these items are non-returnable
  • Special import orders — items specifically imported to fulfil a customer's order
  • Perishable goods — food items, edible gifts, or products with expiration dates
  • Hygiene-sensitive products — items such as face masks, earbuds, or personal care products that have been opened or unsealed

Conditions for Returns

All approved returns are subject to the following conditions:

  • A 25% handling fee will be deducted from the refund amount on all approved returns
  • Written return authorisation must be requested within 24 hours of receiving the goods for standard returns
  • Items must be returned within 7 working days of receiving return authorisation
  • Items that are damaged, soiled, or not in their original condition will not be accepted for return

Defective or Incorrect Items

If you receive defective or incorrect items, please contact us immediately. For defective or incorrect orders:

  • Report the issue within 24 hours of delivery or collection
  • Provide photographs of the defective or incorrect items
  • No handling fee will be charged for returns of genuinely defective or incorrectly supplied items
  • We will arrange for replacement or a full refund at our discretion

Refund Processing

Once your return has been received and inspected, we will notify you of the status of your refund.

  • Approved refunds will be processed within 7–10 working days
  • Refunds will be made to the original payment method used for the purchase
  • The 25% handling fee will be deducted from the refund amount where applicable
  • Original shipping and delivery costs are non-refundable

Exchanges

We are happy to offer exchanges on eligible items, subject to availability. To request an exchange:

  • Contact us within 30 days of receiving your order
  • The item must meet all return conditions outlined above
  • If the replacement item is of a higher value, you will be required to pay the difference
  • If the replacement item is of a lower value, the difference will be refunded to your original payment method

Gifts

If an item was purchased as a gift and shipped directly to the recipient:

  • The gift recipient may initiate a return, but refunds will be issued to the original purchaser
  • Proof of purchase from the original buyer is required
  • All standard return conditions and handling fees apply

Shipping Returns

To return an item, please follow these steps:

  1. Contact us at sales@promoalliance.co.za or call 010 600 2600 to request a return authorisation
  2. Once authorised, pack the items securely in their original packaging
  3. Ship or deliver the items to our office at: Ground Floor Left A, Block 805, Hammets Crossing Office Park, 2 Selbourne Road, Johannesburg North, 2188
  4. Include your order number and return authorisation reference with the shipment

Please note: The customer is responsible for all return shipping costs unless the return is due to a defect or error on our part. We recommend using a trackable shipping method to ensure your return is received.

Contact Us

If you have any questions about our refund and returns policy, please contact us: