Refund & Returns Policy

We offer a 14-day return policy on standard, unopened and unused items. If you are not satisfied with an eligible product, you may return it within 14 days of receipt for a refund or exchange, provided it is in its original packaging and re-saleable condition.

Because much of what we supply is custom-printed and made to order, certain bespoke items are excluded from this window. These exceptions are set out clearly below. If anything is unclear before you order, please get in touch and we will be happy to help.

1. Return Eligibility

• Personalised items: Because our products are custom-printed to your specifications, they are considered bespoke. As such, personalised items are non-returnable and non-refundable, unless they are faulty or do not match the approved artwork.
• Unbranded stock: Plain, unprinted items may be returned within 14 days of receipt, provided they are unused, in their original packaging and in re-saleable condition. Goods sourced from overseas or custom-made plain stock may be excluded from returns; please contact us before ordering if you need clarification.

2. Reporting Issues

• Inspection: Please inspect your order on delivery. If you believe your products are faulty, damaged, or do not match the final proof, notify us within 14 days of receipt.
• Contact: To report an issue or arrange a return, please email us at sales@zestpromotional.com or call 0161 672 5804 with your order number, details of the problem, and photos if applicable.
• Non-faulty returns: For unbranded items you wish to return, please contact us within 14 days of delivery. You will be responsible for return shipping costs.

3. Remedy for Faulty Goods

If, after inspection, we confirm a printing or product fault:

• We will reproduce the faulty portion of the order at no cost or provide a refund equal to the value of the faulty portion — whichever you prefer.
• Please refrain from distributing faulty items until we have resolved your claim.

4. Cancellations

• Orders for plain stock may be cancelled before dispatch.
• Orders for personalised items may be cancelled only if production has not started. Once we have begun printing, the order cannot be cancelled.

5. Exceptions to the 14-Day Return Window

The 14-day return policy applies to standard, unopened and unused stock. The following items are excepted, in line with standard practice for custom-manufactured B2B goods:

• We do not accept returns on custom-ordered, modified, or bespoke items once delivery has been accepted, unless the item arrives defective, damaged, or does not match the approved artwork.
• We cannot accept returns for hygiene-sensitive items such as drinkware or personal protective products once opened, unless they are faulty on arrival.
• Returns due to personal preferences (e.g., colour, size, or design) are not permitted once a proof has been approved and production has begun.

6. Refund Processing

• Approved refunds will be issued to the original payment method within 10 business days after we receive and inspect the returned goods.
• We are not liable for loss or damage during return transit if issues are not noted at the time of delivery.

Zest Promotional is based in Manchester and works with clients across the UK and internationally, combining 14 years of trading experience and a team with over 30 years of combined industry expertise. We manage every order from artwork to delivery, and we are here to put things right quickly if anything is not as it should be.