Refund & Return Policy

1. INTRODUCTION AND SCOPE 

1.1 This Returns, Refunds & Claims Policy (Policy) governs all returns, claims, refunds and after-sales matters relating to the supply of goods (Products) by ULTRATEND LTD (ULTRATEND, we, us, our) via PromoForBusiness.com to a business customer (Client, you, your). 

1.2 This Policy forms an integral part of the contractual relationship between the parties. By placing an Order, approving Artwork, accepting delivery or using the Website, the Client expressly agrees to be bound by this Policy. 

1.3 This Policy applies strictly and exclusively to business-to-business (B2B) transactions. 
No consumer rights apply, and all statutory rights normally afforded to consumers are expressly excluded to the fullest extent permitted by law. 

1.4 Where this Policy conflicts with any Client purchase terms, this Policy shall prevail absolutely. 

 

2. DEFINITIONS 

In this Policy: 

  • Custom Products: Any Product that is branded, printed, engraved, embroidered, colour-matched, altered, or customised in any way to the Client’s specification. 

  • Non-Custom Products: Products supplied without any customisation. 

  • Defect: A material, objectively demonstrable fault arising from ULTRATEND’s manufacturing error, not including any variation within accepted tolerances under Clause 11. 

  • Delivery Receipt: The signed courier delivery note, POD (proof of delivery), driver’s device confirmation or warehouse receiving document. 

  • Working Day: Monday to Friday, excluding bank holidays in England. 

  • Third-Party Delivery Location: Any delivery address that is not the Client’s primary business address, including event venues, warehouses, agents, hotels, or subcontractors.

 

PART A — CANCELLATION RULES 

3. CANCELLATION OF ORDERS 

3.1 Custom Products 
Once Artwork is approved or production has commenced, the Order cannot be cancelled, amended, withdrawn or refunded under any circumstances. 
This rule is absolute and non-negotiable. 

3.2 Non-Custom Products 
Cancellation is only possible if written notice is received before dispatch. ULTRATEND may apply restocking fees, handling charges, or refuse cancellation entirely at its discretion. 

3.3 Client-Side Errors 
Cancellations will not be accepted due to: 

  • internal approval failures 

  • incorrect branding submitted by Client 

  • change in preferred product 

  • budget withdrawal 

  • incorrect delivery address supplied 

  • employee error 

All such issues remain the Client’s responsibility. 

Shape 

PART B — RETURNS, REFUNDS & REPLACEMENTS 

4. GENERAL RULE — CUSTOM PRODUCTS 

Custom Products are non-returnable and non-refundable, except in cases of proven manufacturing Defect as determined solely by ULTRATEND following investigation. 

ULTRATEND is under no obligation to: 

  • accept returns, 

  • issue refunds, 

  • re-produce items, 

  • provide credits, or 

  • offer discounts 

unless Clause 6 applies. Shape 

5. NON-CUSTOM PRODUCTS RETURNS 

Non-Custom Products may be returned only if: 

  • ULTRATEND gives prior written approval; 

  • Goods are returned within 10 Working Days of delivery; 

  • Goods are unused, undamaged, and in original packaging; 

  • The Client pays all return shipping and insurance costs; 

  • ULTRATEND confirms the condition after inspection. 

ULTRATEND may deduct restocking fees (up to 35% of value). 

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PART C — DEFECTS, CLAIMS & EVIDENCE REQUIREMENTS 

6. CLAIM SUBMISSION REQUIREMENTS 

6.1 Time Limit 
All claims for defects, shortages, misprints, incorrect items or delivery issues must be submitted in writing within 3 Working Days of delivery. 

Claims submitted after this period are automatically rejected, irrespective of circumstances. 

6.2 Mandatory Evidence 
Every claim must include: 

  • Clear photos (minimum 6): front, back, defect close-up, whole carton, pallet/box labels, delivery labels 

  • Video showing defect (if applicable) 

  • Order number + reference 

  • Quantity affected 

  • Date/time of delivery 

  • Copy of Delivery Receipt 

  • Any internal receiving documents 

Failure to provide full evidence results in immediate claim rejection. Shape 

PART D — COURIER DAMAGE & DELIVERY CONDITIONS 

7. COURIER DAMAGE POLICY (STRICTEST VERSION) 

✅ 7.1 Mandatory Condition: Damage MUST Be Noted at Delivery 

Courier damage claims will ONLY be investigated if the Client: 

  • inspects the Products at the moment of delivery; and 

  • writes clear comments about the damage on the Delivery Receipt / POD before signing; and 

  • takes immediate photographic evidence at the point of delivery. 

❌ If the Client signs “received in good condition”, ALL claims for courier-related damage are automatically rejected. 

This rule applies even if damage is severe, hidden, or discovered later. 

No exceptions. No discretion. No negotiation.Shape 

8. DELIVERY TO THIRD-PARTY LOCATIONS 

ULTRATEND accepts zero liability for: 

  • losses, shortages, or damages after handover at the delivery point 

  • site staff failing to check goods 

  • event logistics mistakes 

  • warehouse staff mishandling items 

  • hotel, agency, or venue errors 

Risk transfers to the Client immediately upon successful delivery to the third-party location. 

Claims originating from third-party handling will not be accepted. 

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PART E — ACCEPTABLE VARIATIONS (NO REFUNDS) 

9. Colour, Print & Branding Variations 

The following cannot be considered defects: 

  • Colour deviation / shade variance 

  • Print misalignment within 3mm 

  • Slight embroidery thread variations 

  • Material texture inconsistency 

  • Minor print density differences 

  • Variations due to screen vs. print interpretation 

ULTRATEND is not liable for any dissatisfaction arising from colour or design differences between digital proofs and final physical goods. 

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10. Screen vs. Physical Differences 

The Client acknowledges: 

  • Digital proofs cannot replicate true physical colours 

  • Device screens vary 

  • Materials absorb ink differently 

  • Certain colours cannot be perfectly matched 

These differences do not qualify for returns, refunds, or replacements. 

 

11. QUANTITY TOLERANCE (STRICTEST VERSION) 

A tolerance of ±10% is standard for manufacturing and printing industries. 

  • If ULTRATEND delivers up to 10% fewer units, no refund or reprint will be offered. 

  • If ULTRATEND delivers up to 10% more units, the Client must pay for all units delivered. 

  • No disputes will be accepted. 

This clause supersedes all client procurement rules. 

 

PART F — REMEDIES 

12. ULTRATEND’S REMEDY OPTIONS 

If ULTRATEND accepts a claim (rare, and only where clearly justified), ULTRATEND may choose one remedy at its sole discretion: 

  1. Replace only the defective units 

  1. Issue a partial credit 

  1. Issue a full credit 

  1. Issue a refund 

  1. Provide no remedy if defect is minimal or within variations 

The Client has no right to dictate the remedy. 

 

PART G — LIABILITY LIMITATIONS 

13. LIMITATION OF LIABILITY 

ULTRATEND’s total aggregate liability for any claim shall not exceed the value of the defective units only, not the whole order. 

ULTRATEND shall not be liable for: 

  • loss of business 

  • loss of opportunity 

  • reputational damage 

  • rebranding costs 

  • event failure costs 

  • shipping delays or courier issues 

  • consequential losses of any kind 

Nothing in this Policy excludes liability for death or personal injury caused by negligence. 

 

PART H — CLAIMS PROCESS & WORKFLOW 

14. CLAIMS WORKFLOW (STRICT) 

Step 1: Goods delivered 

         ↓ 

Step 2: Client inspects goods IMMEDIATELY (mandatory) 

         ↓ 

Step 3: Client notes any courier damage ON DELIVERY RECEIPT 

         ↓ 

Step 4: Client collects full evidence (photos, videos) 

         ↓ 

Step 5: Client submits claim within 3 Working Days 

         ↓ 

Step 6: ULTRATEND reviews evidence (5–10 days) 

         ↓ 

Step 7: ULTRATEND accepts or rejects claim (final decision) 

         ↓ 

Step 8: If accepted, ULTRATEND determines remedy (Section 12) 

 

PART I — CLAIM ELIGIBILITY TABLE 

15. CLAIM VALIDITY MATRIX 

Issue Type 

Eligible? 

Conditions Required 

Courier Damage 

✅ Only if noted on POD at delivery; full evidence required 

 

Hidden Damage Discovered Later 

❌ Never 

 

Incorrect Items 

✅ Yes, if notified within 3 days 

 

Quantity Variation ≤10% 

❌ Never eligible 

 

Quantity Variation >10% 

✅ Eligible 

 

Minor Colour Variation 

❌ Never 

 

Print shift ≤3mm 

❌ Never 

 

Client-uploaded artwork error 

❌ Never 

 

Staff ordering mistake 

❌ Never 

 

Address mistake by Client 

❌ Never 

 

Venue/warehouse handling issues 

❌ Never 

 

Proof approved but disliked 

❌ Never 

 

 

PART J — MANDATORY CLAIM SUBMISSION FORM 

16. CLAIM FORM (Required for All Claims) 

Order Number: 
Company Name: 
Contact Person: 
Email + Telephone: 
Delivery Address: 
Date of Delivery: 
Courier Used: 
Was Damage Noted on POD? (Yes/No): 
Detailed Description of Issue: 
Quantity Affected: 
Photos Attached (minimum 6): 
Videos Attached (Yes/No): 
Delivery Note Copy Attached: 
Internal Goods-In Report Attached (if applicable): 
Third-party delivery? (Yes/No): 
Requested Resolution: (Information only; decision is ULTRATEND’s) 

Claims missing ANY of the above information will be rejected automatically. 

 

PART K — FINAL PROVISIONS 

17. Governing Law & Jurisdiction 

This Policy is governed by the laws of England and Wales. 
Disputes shall be resolved exclusively by the courts of England and Wales. 

18. Amendments 

ULTRATEND may amend this Policy at any time. 
The version in effect at the time of Order Confirmation applies.