Thank you for choosing BrandedMatter.ca for your custom promotional items. We strive to deliver high-quality, custom products that meet your expectations. Please review our return policy below:

Returns & Exchanges

We stand behind every order we ship. While issues are rare, we want you to feel completely confident ordering with us — and if something ever isn't right, we're here to make it right. If you are not satisfied with your order, you may return your unused and undamaged items within 30 days of delivery for a full refund. Return shipping costs are the buyer's responsibility unless the item arrived damaged or incorrect.

Our Products & the Proof Process

Everything we produce at Branded Matter is custom-made to your specifications, which means each order goes through a proof approval stage before we begin production. We'll send you a digital proof showing exactly how your item will look — please take a moment to review all details carefully, including spelling, logo placement, layout, and sizing. Your approval tells us you're happy with everything and gives us the green light to move forward.
One thing worth keeping in mind: digital screens render colour differently than physical materials. If Pantone colour accuracy matters for your project, we recommend confirming your chosen colour against a physical Pantone swatch book rather than relying solely on your screen.

If Something Isn't Right

If your order arrives with a manufacturing defect, or the finished product doesn't match your approved proof due to an error on our end, please reach out to us within 14 days of delivery. We'll review your concern promptly and offer either a full replacement at no additional cost, or a partial refund if you'd prefer to keep the items with the minor issue. For remakes, we'll do our best to expedite production. Any return shipping in these cases is fully on us.

Change of Mind

If you've had a change of heart, reach out and we'll do our best to work with you. Because all of our products are custom-made to order, they can't be restocked — so we appreciate your understanding. Items should be unused and returned in their original packaging, whether that's individual gift boxes or bulk polybags.

Refunds

Once a return is approved and we've received your items, refunds are issued to your original payment method typically within 3-7 business days. Your bank or card processor may take a few additional days to reflect the credit — you'll receive a confirmation from us once it's been processed.

Customer Responsibility

Items should be returned in their original packaging, ie., whether individual gift boxes or bulk polybags.

Get in Touch

We're real people who genuinely care about your experience. If you have any questions at all — before, during, or after your order — don't hesitate to reach out. We'd much rather address something early than see you walk away anything less than happy.

Phone: 877.870.8146
Email: [email protected]
Contact Form: Contact Us

Thank you for choosing BrandedMatter.ca. We are committed to ensuring your satisfaction and delivering products that meet your exact specifications.

WE LOOK FORWARD TO ASSISTING YOU

The Branded Matter Team

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