Overview
This Return & Refund Policy applies to all custom branded promotional gift and bulk merchandise orders placed with WHOLESALE PEP ADVERTISING TRADING HONG KONG LIMITED.
- Our standard return and refund eligibility window is 30 calendar days from the date of order delivery.
- Due to the custom, personalized and branded nature of our products (including custom printed, engraved, logo-embedded and client exclusive designed items), all fully produced custom bulk orders are non-returnable and non-refundable, unless there is verified manufacturing defect, production error on our part, or major quality discrepancy confirmed by our team.
- To be eligible for return or exchange for eligible non-custom blank stock items: goods must be unused, unmodified, undamaged, and in original factory packaging.
Exceptions & Non-Returnable Items
- All fully custom-made, logo printed, client exclusive personalized products
- Bulk wholesale custom production orders confirmed and already manufactured
- Custom artwork, mould development and sampling service fees
- Clearance, final sale and special promotional bulk order items
- Goods damaged due to incorrect client-provided design, artwork, size or specification
Proof of Purchase
All return and refund requests must be accompanied by the original order confirmation and purchase proof.
Please do not return goods to the original manufacturer directly.
Partial Refund Eligibility
Partial refund may only be approved in the following cases:
Goods showing signs of use, damage or incomplete parts caused by reasons other than our manufacturing fault
Minor agreed production discrepancy confirmed and accepted by both parties
Items returned after the 30-day eligibility window with special prior approval
Refunds
Once your returned item is received, inspected and fully verified by our quality team, we will send you an official email notification regarding the approval or rejection of your refund request.
If your refund is approved, the refund will be processed and issued to your original payment method within 7-14 business days.
Late or Missing Refunds
If you have not received your refund after approval:
- First re-check your bank account or payment wallet
- Contact your credit card payment provider, as processing and posting delays are common
- Contact your bank for additional processing follow-up
If you have completed all above steps and still not received your refund, please contact our support team at [support@wholesalepepadvertising.com].
Sale & Discount Items
Only regular-priced blank stock items qualify for refunds. All custom bulk discounted orders, wholesale sale items and promotional campaign orders are final and non-refundable.
Exchanges
We only offer product exchange for items proven to have manufacturing defects, wrong items shipped, or confirmed our production mistake.
If you require an exchange for the identical correct item, please email us at [support@wholesalepepadvertising.com] first to receive return authorization, then ship the item to our designated return address: [Flat A 15/F, Goldfield Industrial Building, 144-150 Tai Lin Pai Road, Kwai Chung, Hong Kong].
Gifts & Corporate Giveaway Orders
If your order was marked as a direct corporate gift shipment at checkout, you will receive store credit of equivalent value for eligible return cases.
If the order was not marked as a gift, all refunds will be issued to the original placing account and purchaser.
Shipping for Returns
All eligible returned products must be shipped to our designated return address provided by our admin team.
International return delivery lead time will vary based on your location.
You are responsible for all outbound return shipping costs. Original shipping fees are non-refundable.
If a full refund is issued, return shipping costs will be deducted from your final refund amount.
We highly recommend using trackable insured shipping service for all returns, as we do not guarantee receipt of untracked returned parcels.
Need help?
For all enquiries regarding returns, refunds, order corrections and quality claims, please contact our dedicated business support team at [support@wholesalepepadvertising.com].