1. Our Commitment to Quality

At Living Promo Inc, we are dedicated to delivering exceptional custom promotional products. Every item passes through thorough quality checks before it leaves our facility. Still, we know that occasionally things don’t go as planned, and we’re here to make it right quickly and fairly.

2. Return Process

Initiate your return by following these steps:

1. Contact Us: Email contact@livingpromo.group or call (510) 256-7778 within 180 days of receiving your order
2. Provide Details: Share your order number, item details, and reason for the return
3. Get Instructions: We’ll send return authorization and shipping guidance
4. Ship Items: Return the products using the provided label (return shipping is your responsibility unless the error was ours)
5. Inspection: Once received, we’ll inspect the items within 2–3 business days
6. Resolution: After inspection, we’ll issue your refund or replacement promptly

3. Damaged or Defective Items

If your items arrive damaged or defective:

• Notify us within 48 hours of delivery
• Send photos of the damage and packaging
• Include your order number and product details
• We will cover the cost of replacement and shipping
• We may request the return of damaged items (with a prepaid shipping label)

Note: Minor differences in color, texture, or size due to standard manufacturing are not considered defects.

4. Wrong Items Shipped

If you receive an incorrect item:

• Contact us right away with your order number
• We will ship the correct items at no extra cost
• A prepaid return label will be provided for the incorrect items
• There will be no additional charges for the correction

5. Refund Methods and Timing

Once your return is approved, refunds are processed as follows:

• Original Payment Method: Refunds are issued to the payment method used at checkout
• Processing Time: 5–10 business days after we receive and inspect the return
• Credit Card Refunds: Allow 3–5 business days to appear on your statement after processing
• Store Credit: Available for future purchases and issued instantly upon request

6. Shipping Costs

Shipping charges are handled this way:

• Customer Error: You are responsible for return shipping
• Our Error: We cover all shipping costs (damaged items, wrong items, defects)
• Original Shipping: Non‑refundable unless the error was ours

7. Custom Design and Proof Approval

Important details for personalized orders:

• Digital proofs require your approval before production begins
• After approval, changes may incur additional fees
• Approved designs are considered final — no refunds for design changes after approval
• Slight color variations between digital proof and final product can occur due to printing methods