Refund Policy
Refund Policy – ComboPromo Impression et Broderie Inc.
Last updated: April 6, 2026
At ComboPromo Impression et Broderie Inc., we are committed to providing quality products and services, customized to your specifications. Because each order is unique and made especially for you, we apply the following policy.
- Timeframe for Reporting an Issue If you notice an issue with your order (manufacturing defect, product error, non-conformity), you must contact us within 7 days of receiving your order. After this period, we will not be able to act on your request. How to contact us? By email: combopromo.inc@gmail.com Or via our contact form on the website.
- Review of your request Upon receipt of your complaint, we will review it carefully. We may ask you for photos or videos of the product to fully understand the issue. Our team will analyze whether the problem arises from: · a manufacturing defect or an error on our part, · or misuse, normal wear and tear, or an error in the file you provided to us.
- Written Approval and Visual Proof – No Returns or Refunds After Validation Due to the customized nature of our products: · For embroidery: before starting production, we provide the customer with visual proof in the form of a photo of a stitched sample. · For printing: before starting production, we provide the customer with an on-screen visual of the printed design. · The customer must provide written approval (by email, message, or form) to confirm that the visual or photo matches their request. · Once written approval is received, the order is definitively launched. · No refunds or cancellations are possible after this written approval, except in the case of a manufacturing defect or a clear error on our part. We cannot reverse a refund or cancellation once the customer has approved the visual.
- The only exceptions where a refund or redo can be considered We may exceptionally offer a partial refund, store credit, or redo in the following cases: · Obvious defect (embroidery unraveling, illegible print, product damaged upon receipt). · Clear error on our part (design different from the one approved in writing). · Product not conforming to the validated order (example: you ordered 50 sweaters and you receive 30). In these cases, we will study the fairest solution: partial refund, reprinting, or store credit.
- No physical return (except in exceptional cases) Due to the customized nature of the items, we generally do not require products to be returned. If a return is necessary, we will provide you with a shipping label and instructions.
- Your satisfaction, our priority We want your satisfaction. For this reason, we encourage you to ask all your questions before the production of your order. This allows us to fully understand your expectations and meet them precisely.
- Update of our refund policy We reserve the right to modify this refund policy at any time, without individual notice. Changes come into effect upon their publication on our website. It is the customer's responsibility to regularly consult this policy to be aware of any updates. By placing an order after the publication of a modification, you accept the policy then in effect.
- Delivery Address Error or Size Issue – Customer Responsibility If the customer provides an incorrect or incomplete delivery address, or if there is an error in the choice of size (garment, embroidered or printed item), the responsibility lies entirely with the customer. If the package is returned to us by the carrier due to a customer error (wrong address, refusal of delivery, failure to claim, etc.): · Shipping costs for resending the package will be entirely at the customer's expense. · No refund will be granted if the customer refuses to pay these reshipping costs.
- Cancellation before production – Digitization fees (embroidery) For any embroidery order, the digitization of the logo incurs a fixed fee of $35**. If the customer cancels their order *after viewing the sample sent in a photo before production*, these **$35 will not be refunded and will be deducted from any refund, due to the customized nature of these personalized items. Thanks for trusting Combo Promo Impression et Broderie. We do our best to ensure you are satisfied with your customized items.
