At Promoregals , our goal is to guarantee customer satisfaction. Therefore, we offer a clear and transparent return policy, respecting your rights as a consumer.
1. Deadline for making a return
Customers have 15 calendar days from receipt of the order to return non-personalized products, as established by current consumer and e-commerce legislation.
2. Products excluded from return
For legal and/or hygiene reasons, returns will not be accepted in the following cases:
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Customized products with logos, text, or other custom elements.*
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Used, damaged or tampered with items.
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Products that are part of a pack and are not returned complete.
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Hygiene items (such as bottles, cups, masks, etc.) that have been unsealed.
3. Return procedure
To make a return, the customer must:
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Notify your intention to return the product by sending an email to promoregals.com with the order number and reason for the return.
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Wait for our confirmation and follow the instructions provided.
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Send the product in its original packaging, in good condition, with postage paid (except in the case of an error on the part of Promoregals or a defective product).
4. Return costs
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Return shipping costs are the customer's responsibility, unless the return is due to a shipping error or a defective product.
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Returns sent postage due or cash on delivery will not be accepted.
5. Refunds
Once we have received and inspected the returned merchandise, we will refund the corresponding amount within a maximum of 15 calendar days , using, if possible, the same payment method used for the purchase.
6. Defective products or errors in the order
In case you receive a damaged, defective or incorrect product:
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You must notify us by email within 48 hours of receipt.
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Promoregals will cover the costs of collection and replacement or, if you prefer, a full refund .
7. Returns of Customized Products: Printing Defects
At Promoregals , we take the quality of our customization very seriously. Before starting any custom order, we'll send you a virtual sketch/sample with the printing proposal for your review and approval. We'll only proceed with production once we receive your approval. This step is essential to ensure the final result meets your expectations.
What is considered a defect in printing?
A printing defect is considered to be any error that does not conform to the previously approved design in the sketch/virtual sample. This includes:
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Errors in design.
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Color errors if a Pantone match has been specified.
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Obvious printing defects (smears, double printing, incomplete printing, etc.).
What to do if your product has printing defects?
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Please email promoregals.com within 7 calendar days of receiving your order.
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Attach clear photographs showing the defect in the printing.
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Please provide the order number and a brief description of the problem.
Our team will review your case and, if an error is confirmed regarding the approved design, you will be offered a solution: reprinting the product at no additional cost or a refund of the corresponding amount .
Have you received fewer units than you ordered?
During the printing process, there may be a slight variation in the final number of units delivered, with a tolerance of ±4% of the total quantity ordered. If a lower-than-expected quantity is delivered:
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The proportional amount corresponding to the undelivered units will be refunded .
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This margin is standard in the sector, due to the artisanal and technical nature of the marking process.
8. Contact
For any questions regarding returns, please write to us at:
📧 promoregals.com
📍 Address: Avenida Font de Marçó, 22 - Centelles (08540) - Barcelona
📞 Phone: 938811338
Promoregals.com reserves the right to modify this policy at any time , always ensuring compliance with current legislation and the protection of consumer rights.