Returns, Claims & Cancellations

Custom-branded products

Products that have been branded, customised or manufactured specifically for your order generally cannot be returned because of a change in campaign or event requirements, surplus quantity, customer ordering error or preference after production. This is because the products have been produced specifically using your approved artwork and order requirements and generally cannot reasonably be resold.

This does not affect any rights or remedies that cannot lawfully be excluded.

Before we start production

If you need to change or cancel an order, contact us as soon as possible. If production has not started, we will determine what can still be changed or cancelled.

Costs may already have been incurred for artwork preparation, proofs, setup, printing plates, screens or dies, product allocation, custom manufacturing, freight, supplier charges or other order-specific work. Any costs already incurred may remain payable even where the remainder of the order can be cancelled. We'll explain the position before proceeding where reasonably possible.

Once production has started

Once artwork has been approved and production has commenced, changes or cancellations may no longer be possible. This is particularly important for customised merchandise because the products may already have been printed, engraved, embroidered, transferred, manufactured or otherwise altered specifically for your order.

If you discover a problem after approving the order but before it has been completed, contact us immediately. We will check what stage production has reached and whether any practical options remain.

Artwork approval matters

Where Ecosource supplies an artwork proof, please check it carefully before approving it. Your approval confirms the production details shown on the proof.

Please check:

• Spelling
• Wording
• Logos
• Branding size
• Branding position
• Colours
• Product colour
• Quantities
• Any other information shown

If an error was clearly visible on the approved proof and the finished products have been produced in accordance with that proof, this will generally not be treated as a production fault. If the finished branding materially differs from the approved proof or confirmed production specification, please contact us so we can investigate.

Further information is available in our Artwork & Branding Terms and Branding Guide.

Something wrong with your order?

If products arrive damaged, faulty, incorrect, short supplied or materially different from the approved order, please contact Ecosource as soon as reasonably possible after receiving the shipment. The sooner we know about the issue, the easier it is for us to investigate with the relevant supplier, decorator or freight provider.

How to make a claim

Please contact us through the Ecosource Contact page and provide:

We may request additional photographs, video, samples or other information where reasonably necessary to assess the issue.

What happens after you contact us?

We'll review the information provided and, where necessary, investigate the issue with the relevant supplier, manufacturer, branding provider or freight company. The appropriate resolution depends on the circumstances and may include replacement, rework, credit, refund, replacement of affected quantities or another reasonable solution agreed between us. The appropriate remedy will depend on the nature and extent of the issue, applicable law and the circumstances of the particular order.

Normal production variations

Promotional merchandise is manufactured and decorated using a wide range of materials and production processes. Reasonable production variations can occur, including minor variations in product colour, dimensions, material texture, finish, branding position, branding size, print appearance, engraving appearance, thread appearance, packaging or other characteristics resulting from the relevant manufacturing or decoration process. A minor variation does not necessarily mean a product is faulty. However, if you're concerned about the finished result, please contact us and we'll assess it against the approved order and applicable production specifications.

Colour variation

Colour can be particularly tricky in promotional merchandise. Colours displayed on a screen may differ from physical products because of photography, lighting and monitor settings. Branding colours can also appear differently depending on product material, product colour, ink, printing method, thread, engraving surface, coating and production process. Where Pantone/PMS colour matching is available and important, please provide the relevant colour reference before production. Even where a Pantone/PMS reference is supplied, the final appearance may vary depending on the material and branding method.

More information is available in our Artwork & Branding Terms and Branding Guide.

Quantity differences

Some custom manufacturing and decoration processes can be subject to reasonable production overruns or underruns. Where a quantity tolerance applies, it will be handled according to the applicable production or supplier requirements. If an order is materially short supplied outside an applicable tolerance, please contact us so we can investigate.

Transit damage

If cartons appear damaged when delivered, photograph the packaging before opening it where reasonably possible. Then photograph any damaged products inside the shipment. Please retain the affected products, cartons, internal packaging and shipping labels. Freight providers may require this information when assessing a transit claim. Contact Ecosource promptly so we can determine the appropriate next steps.

Unbranded products

Returns of unbranded products are not automatically accepted. Please contact Ecosource before returning any goods. Whether an unbranded product can be returned will depend on the circumstances, product condition, supplier requirements and applicable law. Products must not be returned without prior authorisation.

Samples

Samples are supplied to help customers assess products before committing to larger orders. Unless specifically agreed otherwise, sample costs and freight charges are not automatically refundable. Where Ecosource offers a specific sample-credit arrangement, the terms of that offer will apply.

Event dates and late delivery

If your order is required for a specific event, campaign or launch date, please tell us before placing or confirming the order. Delivery dates and lead times are estimates unless expressly confirmed otherwise in writing. Production and delivery can be affected by circumstances outside Ecosource's reasonable control, including freight delays, customs clearance, supplier delays and transport disruption. See our Shipping & Delivery page for more information.

Change of mind

Because Ecosource primarily supplies businesses and many products are customised specifically for each order, we do not generally accept change-of-mind returns for branded or customised merchandise. If an item is unbranded and you wish to discuss a return, please contact us before sending anything back. Please don't send products back without speaking to us.