We want ordering custom matches to be simple and worry-free. If something isn’t right, we’ll make it right.

Proofs & Production

  • Free digital proofs are provided for every order so you can confirm details before printing.
  • Once a proof is approved, your order moves quickly into production.
  • Orders generally cannot be canceled after proof approval once printing has begun.

Custom / Personalized Products

  • If something is wrong with your order (damaged items, incorrect printing, or product that does not match the approved proof):
    • Let us know within 7 days of delivery and include photos of the issue.
    • Once we review and confirm the problem, we will either reprint your order at our normal production time or issue a 20% credit if you keep the goods. The remedy is decided case by case after review.

Customer responsibility:
Approved proofs confirm design, text, and color. Errors approved in proof are not eligible for return.

Non-Personalized Products

  • Eligible for return if unused, unprinted, and authorized.
  • Notify us within 7 days of delivery.

How to Report a Problem

  • Email hello@promotionalmatches.com within 7 days of delivery.
  • Include your order number, a brief description of the problem, and photos.
  • Please do not ship anything back unless we ask you to.

Reprints & Credits

    • We do not offer refunds or returns on custom products.
    • For a confirmed defect, misprint, or mismatch with the approved proof, we will reprint the order at our normal production time, or issue a 20% credit if you prefer to keep the goods.
    • Which remedy applies is decided case by case after review of your report and photos.

Cancellations

  • Before proof approval:
    • You may cancel for a $35 cancellation fee (covers admin and proof setup).
  • After proof approval:
    • Cancellations are not guaranteed due to fast production timelines.
    • In rare cases, cancellation may be possible within ~1 day of proof approval if manufacturing has not begun.

Shipping & Liability

  • We are not responsible for carrier delays.
  • Liability is limited to the value of the product purchased.

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