Here at Rosalie Promotions, we have a strict, tailored step-by-step process that ensures client satisfaction. Due to this policy, Rosalie Promotions does not have a straightforward refund policy. Please read below on the process that we take to ensure customer satisfaction.

As Rosalie Promotions works mainly with clients who are looking for custom orders that are tailor-made to their branding, the step-by-step procedure we follow is as follows:

Stage 1 – ENQUIRY & INFORMATION GATHERING

• Client sends through an enquiry either by Email, Contact Us form on website or via our Supply Nation page which is received by one of our friendly team members here at Rosalie Promotions.
• One of our friendly team members respond with any questions or queries to gather a more detailed idea of what the client is looking for (this generally includes the client sending through their logo and design aspects).
• Once all information is gathered, a tailor-made, detailed quote is created.
  
  

Stage 2 – QUOTING, MOCK-UPS & APPROVALS

• Once the quote is accepted by the client, the logo and design aspects are sent to our in-house designer who creates visual mock-ups of the products.
• If the client is looking for items of apparel, a sizing guide will be sent out in order to ensure correct sizing.
• Once the above steps are completed, the client will receive the mock-ups for final approval.
• Either the client will let us know that changes need to be made or, if they are happy, they will give their approval, allowing us to move to the final stage.
  
  

Stage 3 – FINAL APPROVAL & IN PRODUCTION

• Once final approval has been given by the client, we move into the production stage where approval is sent to production to begin manufacturing the products.
• Once the client has provided final approval for artwork, spelling, colours, sizing and product details, responsibility for any errors contained within the approved artwork rests with the client.
• Once in production, no more changes can be made (If the client has made any mistakes, the full cost of the order will need to be paid by the client).
• The client will be provided with updates throughout the production phase and upon completion the client will be notified and receive tracking details.
  
  

Stage 4 – DELIVERY & CUSTOMER SATISFACTION

• Once the production stage is complete, the order will be delivered in the estimated timeframe (however, once the product has been collected by the freight company, any unforeseen delays or issues caused by the freight company are outside of Rosalie Promotions’ control. Therefore, a refund will not be granted).
• Once delivered, if the item is identical to that of the final approval (allowing for 5-10% colour variation and 2.5% sizing variance) and the client is satisfied, the job is then closed.
• If, for whatever reason, upon delivery the client is not satisfied with the final product, we will do our utmost to work with the client to achieve a satisfactory outcome, and if the result is a fault on our behalf, we will go above and beyond to rectify the situation and ensure client satisfaction.

This 4-stage procedure, which our team at Rosalie Promotions adheres to, allows clients to feel confident in our ordering process and ensures they receive the quality product they are looking for, which is why we have such a high customer satisfaction rate and returning client percentage.

Upon receiving your order, if there are any issues or damages, please contact us as soon as possible so that we can properly evaluate the situation and determine the best solution.

If you have any queries, please do not hesitate to email us at [email protected] or via our contact us page located here on our website. Alternatively, you can also give us a call on 0401 358 645.

Australian Consumer Law
Nothing in this Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation that cannot be excluded.