1. Overview
This Return & Refund Policy applies to all B2B wholesale transactions with Lion Promotional Gift Co., Limited ("XmasGifts", "we", "us") for custom Christmas gifts, holiday merchandise, and promotional products supplied through xmasgifts.net.
Because the majority of our products are made-to-order and personalized (custom logos, artwork, sizes, and packaging), our return terms differ from standard retail. Please review the categories below before placing an order.
Our commitment in one line: if we make it wrong, we remake it — free of charge.
2. Custom & Personalized Products (Non-Returnable)
- Products manufactured to your specifications — including custom logo printing, engraving, embroidery, bespoke shapes, colors, or packaging — are non-returnable and non-refundable once production has commenced.
- This policy exists because personalized goods cannot be resold. By confirming the Proforma Invoice (PI) and authorizing production, you accept the customized item as ordered.
- Our sampling process eliminates surprises. Nothing goes into bulk production until you have signed off: we always produce a pre-production proof or a physical sample made to your requirements and submit it for your written approval first.
- Changes requested after approval are at the buyer's cost. Once you have confirmed the sample (or waived it in writing) and bulk production has started, any further change you request — artwork, logo, colour, material, size, packaging, or quantity — is treated as a new instruction. The additional costs it causes are borne by the buyer, including materials, tooling, setup, rework, and any resulting delay to the delivery date.
3. Defects, Damage & Quality Issues
- If goods arrive defective, damaged in transit, or materially non-conforming to the approved sample/specification, notify us within 7 business days of delivery with clear photos or video evidence.
- Our standard remedy is free remanufacture. For verified quality issues we will remake and replace the affected quantity at our own cost — including the replacement production run and re-shipping — at no charge to you. This has been our practice with overseas buyers for many years, and it is the remedy we commit to on every order.
- Where remanufacture is genuinely not practicable (for example, a discontinued material or a one-off bespoke item), we will agree an alternative remedy with you in writing — typically a credit against your next order.
- Claims are assessed against the approved pre-production sample and the tolerance stated in the PI (industry-standard ±3–5%).
- Please note the distinction: if the fault is ours, we remake free of charge (this section). If the goods are correct to the sample you approved and you later want them changed, the cost of that change sits with the buyer — see Section 2 and Section 5.
4. Standard / Stock Items
- For any non-customized stock items we may supply, returns of unopened, resellable goods may be accepted within 14 days of delivery, subject to a restocking fee and return shipping paid by the buyer.
- Stock-item returns must be arranged in writing and are approved case by case.
5. Order Cancellation & Post-Approval Changes
- Orders may be cancelled before sample approval and deposit clearance at no charge.
- After you have approved the sample and production has begun, cancellation or change requests from the buyer are not free of charge: costs already committed — materials, tooling, setup, labour, and rework — are payable by the buyer. Any agreed change will also move the delivery date accordingly.
- Cancellation is generally not possible for customized goods once bulk production is under way; any cancellation we do accept is assessed case by case against the costs already committed.
6. Refunds & Credits
- Because the majority of our goods are custom-made to your order, our primary remedy for quality issues is free remanufacture rather than a cash refund — see Section 3.
- Where a refund is agreed in writing in exceptional circumstances, it is issued to the original payment method (T/T bank transfer) within 15–30 business days after the claim is settled.
- Sample fees that are refundable per the agreed terms are credited against the confirmed mass order or returned upon request.
7. Contact
Questions about a shipment or a potential claim? Contact our team at [email protected] or through the contact form, quoting your order / PI number.
This policy is read together with our Terms & Conditions and Shipping & Delivery Policy.