Return & Refund Policy

Custom-imprinted promotional products are sold as produced under manufacturer terms. This policy follows ASI/PPAI industry standards and the published terms of the manufacturer fulfilling each order.

Defect claims (15-day window)

Claims for damaged, defective, or non-conforming product must be submitted in writing within 15 calendar days of receipt. Late claims are not eligible under manufacturer terms.

To submit a claim, email jenny@huanggoodman.com with: order number, photos of the defect, photos of the original carton and packing slip, and the count of affected units.

Claims are submitted to the manufacturer for evaluation. Approved claims are remedied per the manufacturer's policy — typically replacement of the defective units, credit to your account, or refund of the affected units. Resolution timing depends on manufacturer review (typically 5–10 business days).

What is not eligible for return

• Imprinted goods matching the approved virtual proof are not returnable for change of mind
• Approved-proof errors — typos, layout, or art issues present in the proof you approved are buyer's responsibility
• Color match within tolerance — Pantone (PMS) references are matched as closely as the decoration method permits; exact match is not guaranteed across substrates
• Quantity tolerance — industry-standard over/under-run of up to 5–10% applies, billed at actual quantity shipped (some products run higher tolerances per manufacturer)
• Slight registration or imprint variation within manufacturer-published tolerances
• Setup, art, plate, screen, and digitizing charges are non-refundable once production art has been generated

Cancellation

Cancellation is permitted only under the following conditions:

• Before art / proof generated — refund less any work already performed
• After proof approval, before production starts — setup, art, and any pre-production charges are non-refundable; deposit may be partially refunded depending on manufacturer status
• After production has started — order cannot be cancelled; full balance due

Shipping damage

Title and risk of loss transfer to buyer at the manufacturer's dock (FOB origin). Visible carton damage must be noted on the carrier's delivery receipt at the time of delivery. Concealed damage must be reported within 10 days of receipt with photo documentation of the carton, packaging, and product. Carrier claims for shipments damaged in transit are filed by the buyer with the carrier; we assist with documentation.

Stock (un-imprinted) items

Genuinely un-imprinted, unused stock returned in original packaging within 15 days of receipt may be accepted at manufacturer discretion. A 15–25% restocking fee typically applies (set by the manufacturer). Buyer pays return freight. No returns on closeout, discontinued, or food/consumable items.

Refund method and timing

Approved refunds are issued to the original payment method, typically within 5–10 business days of manufacturer approval. Bank processing may add additional time. For Net-30 accounts, refunds are issued as a credit memo applied to a future invoice unless cash refund is specifically requested.

Manufacturer terms govern

Each order is fulfilled under the published terms of the specific manufacturer producing the goods. Where this policy and the manufacturer's published terms conflict, the manufacturer's terms govern, except where this policy provides greater protection to the buyer.