POLICY FOR RETURNS
In the rare event that you should receive an incorrect or damaged item that you ordered, please phone us straight away or advise us by email as soon as possible as you receive the goods. We will request for you to send us a photo proof of the damage or fault to help us to better know what really went wrong. We will get back to you if it is our fault and advise you on the return process involved in returning that/those damaged item(s) and how to go about getting a replacement for the affected item(s). If it’s deemed to be an error on our behalf, we will also pay for the return costs for shipping.
We shall not offer refunds on personalised or custom made flag orders that you have approved through our proofing process. If for some reason a full refund is warranted, we should be able to pay you the refund in 15 days of the package arriving back to our office in 100% good and new condition. The time required for the refund includes the transit time that we need to have your return delivered by the shipper and usually that is five to ten business days. Then you should add the time that we might need for processing your return as soon as we receive it and that takes only three to five business days and lastly add the time that your bank might need for processing our request for refund which is usually five to ten business days.
Our freight forwarding agent Fastway Couriers can usually ship goods to any address within Australia. However, for international destinations, there could be restrictions by authorities on some of the products and it may not be advisable to ship some products to international destinations due to customs laws in place there.
As you place an order with us, we will make an estimate for shipping charges as well as delivery dates depending on the availability of items ordered together with the shipping option you prefer. Please be informed, that most of the products sold from our store have shipping rates that are based on weight in cubic metres. Based on policies of those shipping companies we are in connection with, weights of products are rounded up as next full dollar for convenience. We will advise you of the weight and cost of shipping at any time requested or at the time of approval and confirmation of artwork.
If you elect for your own freight company to transport the goods, then shipping is arranged by you and paid for by you in advance. Under these circumstances, Promotional Flags and Banners takes no responsibility for its loss or damage in transit and no insurance on the goods shall apply.