Refund policy

Return & Refund Policy

Promo Bills | Branded for Business

Last Updated: October 13, 2026

At Promo Bills, we take pride in creating high-quality custom cowboy hats, branded hat bands, personalized patches, and promotional merchandise. Every order is carefully produced to meet your selected specifications.

Because many of our products are personalized or made to order, our return and refund policies differ from those of traditional retail stores. Please review the following information before placing your order.

1. Custom & Personalized Products

Due to the personalized nature of our products, all custom-made and personalized merchandise is generally considered final sale.

This includes, but is not limited to:

  • Custom cowboy hats

  • Personalized and engraved hat bands

  • Custom leatherette and genuine leather patches

  • 3D wood patches

  • Products featuring custom logos, names, or artwork

  • Bulk, wholesale, and corporate orders

We do not accept returns or exchanges for changes of mind, incorrect customer-provided artwork, spelling errors submitted by the customer, or other customization details approved before production.

However, if your order arrives damaged, defective, incorrect, or materially different from the approved specifications, please contact us so we can make it right.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect due to an error by Promo Bills, we will review the issue and provide an appropriate resolution.

Depending on the circumstances, this may include:

  • Replacement of the affected merchandise

  • Correction of a manufacturing or customization error

  • A full or partial refund

  • Another mutually agreed-upon resolution

Please contact us within 7 days of receiving your order, whenever possible, to report an issue.

Include your order number, a description of the problem, and clear photographs of the affected products.

We may request additional information to evaluate the issue.

This reporting timeframe does not limit any rights or remedies provided by applicable law.

3. Bulk & Corporate Orders

Bulk, wholesale, and corporate orders are frequently produced specifically for the purchasing business or organization.

Because these orders may involve significant quantities, specialty materials, and custom production requirements, they are generally nonreturnable once production begins, except in cases of manufacturing defects, incorrect fulfillment, or other circumstances required by law.

Customers are responsible for reviewing and approving applicable artwork proofs, quantities, product selections, and customization details before production.

If an issue affects only part of a bulk order, Promo Bills may offer a replacement, correction, or refund for the affected items rather than the entire order, where appropriate and legally permitted.

4. Order Cancellations & Changes

If you need to cancel or modify an order, please contact us as soon as possible.

Orders may be canceled or modified before production begins, subject to any disclosed, nonrecoverable costs already incurred and applicable law.

Once production has started, cancellation or modification may no longer be possible due to the custom nature of our products.

For bulk and corporate orders, nonrefundable deposits, specialty material purchases, and artwork setup charges may apply when disclosed and agreed upon before payment.

We encourage customers to carefully review their orders before completing checkout.

5. Artwork & Customization Approval

Customers are responsible for ensuring that all submitted artwork, logos, text, and customization details are accurate.

When a digital proof or mockup is provided, customers should carefully review all details before approving production.

Approval confirms acceptance of the design as presented, subject to reasonable manufacturing tolerances.

Promo Bills is not responsible for customer-submitted spelling mistakes, incorrect artwork, or other errors approved by the customer.

However, if a finished product materially differs from the approved design due to a manufacturing error, we will work to correct the issue.

6. Natural Material & Production Variations

Some of our products feature natural materials, engraved surfaces, and specialty manufacturing processes.

Minor variations may occur in:

  • Wood grain, color, and texture

  • Leather and leatherette finishes

  • Engraving depth and contrast

  • Patch coloration and appearance

  • Natural material patterns

  • Minor positioning differences within reasonable production tolerances

These variations are normal characteristics of custom merchandise and are not necessarily considered defects.

We make every effort to represent product colors and finishes accurately, but slight differences may occur between digital displays and finished products.

7. Refund Processing

Once a refund has been approved, it will be issued to the original payment method whenever possible.

Refunds are generally processed within 7–10 business days after approval.

Additional time may be required for your bank or payment provider to post the refund.

If an order qualifies for a replacement, we will communicate the estimated production and shipping timeline.

8. Return Shipping

If a return is necessary due to a confirmed manufacturing defect, incorrect fulfillment, or an error by Promo Bills, we will provide return instructions and cover reasonable return shipping costs.

Please do not return merchandise without contacting us first.

Unauthorized returns may not be accepted.

9. Lost or Damaged Shipments

If your package arrives damaged, please retain the original packaging and contact us promptly with photographs of the damage.

If your shipment is missing or appears to be lost, contact us so we can assist with the carrier investigation and determine an appropriate resolution.

Shipping-related issues will be handled in accordance with our Shipping Policy and applicable law.

10. How to Request a Return, Replacement, or Refund

To request assistance with an order, please email info@promobills.com and include:

  1. Your order number

  2. Your name or company name

  3. A description of the issue

  4. Photographs of the affected products, when applicable

Our team will review your request and respond with the next steps.

11. Contact Information

Promo Bills

Website: www.promobills.com

Email: info@promobills.com

We appreciate your business and are committed to delivering custom-branded products that meet our quality standards.

Branded for Business.