Returns & Refunds
Last updated: 13 August 2026
We want you to be completely satisfied with your purchase from Instant Promotion. This policy explains how returns, cancellations, faulty products and refunds are handled.
Because many of our products are custom printed, personalised or manufactured specifically to your requirements, different rules apply to Custom Products and standard stock products.
Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.
30-Day Returns on Eligible Stock Products
In addition to any statutory rights you may have, we offer a 30-day return period from the date of delivery on eligible standard, non-customised stock products.
For returns made under our voluntary 30-day return policy, rather than under a statutory consumer right, the product must normally be:
- unused and in resaleable condition;
- free from damage, marks, dirt or signs of use;
- complete with all components and accessories; and
- returned with its original packaging where reasonably possible.
This additional 30-day return policy does not apply to Custom Products, unless the product is faulty, damaged, misdescribed or otherwise does not conform to the contract.
Custom Printed & Personalised Products
A significant proportion of our products are manufactured, printed or customised specifically for each customer.
Custom Products include, for example:
- products printed with your logo, artwork, branding or text;
- custom printed gazebos, canopies, walls, banners, flags and exhibition displays;
- products manufactured to dimensions or specifications requested by you;
- products produced in a customer-specific configuration; and
- other products that are clearly personalised or made to your specification.
Custom Products cannot normally be returned simply because you have changed your mind.
For Consumers, the statutory cancellation right that applies to many online purchases does not normally apply to goods made to your specifications or clearly personalised.
This does not affect your rights if a Custom Product is faulty, damaged, misdescribed or does not conform to the agreed specification or approved artwork.
Artwork Approval
Where we provide an artwork proof for a custom printed product, you will have the opportunity to review and approve the final proof before the product enters production.
Please check all artwork proofs carefully, including:
- spelling and wording;
- telephone numbers, email addresses and website addresses;
- logos and images;
- colours;
- positioning and layout; and
- product specifications.
Once an artwork proof has been approved, we will manufacture the product in accordance with that approved proof.
We cannot normally accept a return because of an error that was clearly visible on an artwork proof approved by you. This does not affect your rights where the finished product materially differs from the approved proof or is otherwise faulty or non-compliant.
Consumer Right to Cancel Eligible Online Orders
This section applies where you are purchasing as a Consumer and your order qualifies for the statutory right to cancel.
For eligible standard, non-customised products purchased online or otherwise at a distance, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you receive the goods.
Once you have told us that you wish to cancel, you must return the goods without undue delay and normally within a further 14 days.
You do not need to obtain our permission to exercise a statutory cancellation right, but you must clearly notify us that you are cancelling the contract.
You can notify us through our Contact Us page or by emailing enquiries@instantpromotion.co.uk.
When contacting us, please include your order number and the product or products you wish to return.
Condition of Goods Returned by Consumers
During the statutory cancellation period, you may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you might examine them in a shop.
You should take reasonable care of the products while they are in your possession.
If handling goes beyond what is reasonably necessary and reduces the value of the goods, we may be entitled to make an appropriate deduction from the refund.
Where reasonably possible, please return products complete with their original packaging, components, accessories and instructions. The absence of original packaging does not by itself remove a Consumer's statutory cancellation rights.
Return Shipping Costs
Change-of-Mind Returns
Unless we have agreed otherwise, you are responsible for the direct cost of returning products where you are returning them because you have changed your mind.
For larger products, return shipping can be significant. We therefore recommend contacting us before arranging the return, as we may be able to help organise collection or provide suitable return instructions. Any collection charge will be confirmed before collection is arranged.
Faulty, Damaged or Incorrect Products
If we have supplied a product that is faulty, damaged, incorrect or does not conform to the contract, we will deal with reasonable return or collection costs in accordance with your applicable legal rights.
Please contact us before arranging return transport so that we can determine the most appropriate way to resolve the issue.
Faulty, Damaged or Incorrect Products
Please inspect your order as soon as reasonably practicable after delivery.
If you believe that a product is:
- damaged in transit;
- faulty;
- incorrect;
- missing components;
- materially different from the approved artwork or agreed specification; or
- otherwise not as described,
please contact us as soon as possible through our Contact Us page.
Providing photographs of the product, packaging and any visible damage can help us investigate and resolve the issue quickly.
Depending on the circumstances and your legal rights, the appropriate remedy may include a repair, replacement, price reduction or refund.
Consumer Rights for Faulty Goods
If you are a Consumer, we are under a legal duty to supply goods that conform to the contract.
Goods must, where applicable, be of satisfactory quality, fit for purpose and as described.
Consumers generally have a statutory 30-day short-term right to reject faulty or non-conforming goods, subject to the circumstances and applicable law.
After that period, you may have rights to a repair or replacement and, in certain circumstances, a price reduction or refund.
These rights apply to Custom Products as well as standard products.
Nothing in this Returns & Refunds Policy limits your statutory rights.
Business Customers
If you are purchasing wholly or mainly for purposes connected with your trade, business, craft or profession, you are a Business Customer.
Business Customers do not have the statutory consumer cancellation or cooling-off rights described above.
Our voluntary 30-day returns policy may apply to eligible unused standard stock products, subject to the conditions set out in this policy.
Custom Products cannot normally be cancelled or returned by Business Customers after an order has been accepted unless:
- the product is faulty;
- the product does not conform to the agreed specification;
- we supplied the incorrect product; or
- we expressly agree otherwise in writing.
Business Customers should notify us of visible transit damage, shortages or incorrect deliveries within 3 working days wherever reasonably possible. Any latent defect should be reported promptly after discovery.
Please see our Terms & Conditions for the complete terms applying to Business Customer orders.
Sale & Clearance Products
Sale or clearance pricing does not affect a Consumer's statutory rights.
If an eligible non-customised sale product is purchased online by a Consumer, the statutory cancellation rights described above will continue to apply unless a specific legal exception applies.
Faulty sale or clearance products are also covered by applicable statutory rights.
Any additional voluntary return rights applying beyond your statutory rights may be subject to the conditions stated at the time of sale.
Replacement Parts & Accessories
Standard, non-customised replacement parts and accessories may be returned where they qualify under this policy or applicable Consumer cancellation rights.
Custom-manufactured or personalised replacement parts cannot normally be returned because of a change of mind.
Your rights in relation to faulty or incorrectly supplied replacement parts are unaffected.
Exchanges
If you require a different size, model or configuration of a standard product, please contact us.
Depending on the product, the simplest solution may be to return the eligible original product for a refund and place a new order separately.
Custom Products cannot normally be exchanged once they have entered production unless they are faulty or do not conform to the agreed order.
How to Start a Return
To arrange a return, please contact our team through our Contact Us page or email enquiries@instantpromotion.co.uk.
Please provide:
- your name or company name;
- your order number;
- the product you wish to return;
- the reason for the return; and
- photographs where the product is damaged, faulty or incorrect.
We will provide return instructions and, where appropriate, arrange collection or provide return shipping information.
Please do not send goods back without contacting us first unless you are exercising a statutory right and have already clearly notified us of your cancellation. Contacting us first helps us identify your return and process it more quickly.
Return Address
Instant Promotion (UK) Ltd
Unit 7 Liberty Industrial Park
South Liberty Lane
Bristol
BS3 2SU
United Kingdom
Please ensure your order number or return reference is included with the package.
Refunds
Once we receive a return, we will inspect it and process any refund due.
Consumer Change-of-Mind Cancellations
Where a Consumer validly cancels an eligible distance contract, we will refund amounts due within the period required by law.
For returned goods, we may withhold the refund until we have received the goods back or you provide evidence that you have returned them, where permitted by law.
Where applicable, we will refund the price paid for the product together with the cost of our least expensive standard delivery option.
If you chose an enhanced, express or premium delivery service, we are not required to refund the additional amount above the cost of our standard delivery option.
A deduction may be made where the value of returned goods has been reduced by handling beyond what was reasonably necessary to establish their nature, characteristics and functioning.
Voluntary 30-Day Returns
Where a return is accepted under our additional 30-day returns policy rather than a statutory right, the refund will be subject to the eligibility and condition requirements set out above.
Refund Method
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed or another method is required.
Although we will process approved refunds promptly, your bank, card issuer or payment provider may take additional time to make the funds available.
Questions About a Return?
If you are unsure whether a product can be returned, please contact us before sending it back.
Our team will be happy to help:
Instant Promotion (UK) Ltd
Unit 7 Liberty Industrial Park
South Liberty Lane
Bristol
BS3 2SU
United Kingdom
For full contractual terms, including additional provisions relating to custom products, artwork approvals and Business Customers, please see our Terms & Conditions.