Refund policy

At DIG Promos Inc, we want you to feel confident when shopping on our website. This Refund & Return Policy explains how returns, refunds, and related requests are handled for orders placed through our Website.

Scope

This Policy applies to purchases made directly through our official Website. It applies only to orders placed by end customers for personal use and not to wholesale or bulk orders unless otherwise agreed in writing.

Return Window

Unless otherwise stated on the product page or at checkout, you may request a return within 30 calendar days from the date your order is marked as delivered.

Requests submitted after the 30-day return period may not be accepted.

Eligibility for Returns

To be eligible for a return, the item must meet all of the following conditions:

  • The item must be unused, unwashed, and in original condition
  • The item must be returned with its original packaging, labels, inserts, manuals, accessories, and any included parts
  • The item must be free from signs of wear, damage, alteration, or misuse
  • You must provide valid proof of purchase, such as your order confirmation email or order number

Because our products are intended for children and families, returned items must be in a clean and resalable condition. For safety, quality-control, and hygiene reasons, we may decline returns for items that show signs of use, missing components, damage, or contamination.

Items Not Eligible for Return

Unless they arrive damaged, defective, or incorrect, the following items are generally not eligible for return or refund:

  • Items marked as Final Sale or Non-returnable
  • Personalized, customized, or made-to-order items
  • Items returned incomplete or missing original parts/accessories
  • Items that have been used, washed, assembled, or damaged after delivery
  • Any item returned without prior authorization

Return Authorization Required

We work with different fulfillment centers and logistics partners. Please do not return any item to our office address unless we specifically instruct you to do so.

To start a return, you must contact us within the applicable return period and provide:

  • Your full name
  • Order number
  • Item(s) you wish to return
  • Reason for the return
  • Photos or videos, if the item is damaged, defective, or incorrect

Once your request is reviewed and approved, we will provide the correct return instructions, including the appropriate return address and any reference information required for processing.

Returns sent without approval, or sent to the wrong address, may be delayed, refused, or not refunded.

Return Shipping Costs

If the return is due to our error, such as:

  • the wrong item was shipped,
  • the item arrived damaged,
  • the item has a confirmed manufacturing defect,

we may provide a prepaid return label or reimburse reasonable return shipping costs after reviewing the supporting evidence.

If the return is for personal reasons, including but not limited to change of mind, preference, accidental order, or no longer wanting the item, the customer is responsible for the return shipping costs.

Original shipping charges, if any, are generally non-refundable, unless the return is caused by our error.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 calendar days of delivery.

Please include your order number and clear photos or videos of:

  • the item received,
  • the packaging,
  • the shipping label if applicable,
  • and the issue you are reporting

After review, we may offer one of the following remedies, depending on the situation:

  • a replacement,
  • a partial refund,
  • a full refund,
  • or another reasonable resolution at our discretion

Refund Process

Once the returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, the refund will be issued to your original payment method only. We do not issue refunds to alternative accounts, cards, or payment methods.

Please allow 7–14 business days for the refunded amount to appear in your account after approval. Processing time may vary depending on your bank, credit card issuer, or payment provider.

Partial Refunds

In some cases, only a partial refund may be granted, including but not limited to the following situations:

  • the returned item is not in its original condition
  • parts, accessories, or packaging are missing
  • the item shows signs of handling beyond what is necessary to inspect it
  • the return does not fully meet the conditions stated in this Policy

Exchanges

We do not offer direct exchanges at this time.

If you would like a different item, please request a return for the original order if eligible, and place a new order separately through our Website.

Order Cancellations

Orders may only be canceled before they have been processed or shipped. Once an order has entered processing or has already shipped, it cannot be canceled and must follow the return process described in this Policy.

If you need to request a cancellation, please contact us as soon as possible.

Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact us first so we can review the matter and try to resolve it promptly.

Submitting a chargeback or payment dispute without contacting us first may delay the resolution process where a return, replacement, or refund could otherwise have been arranged directly.

Contact Information

If you have any questions about this Refund & Return Policy or need help with a return request, please contact us:

DIG Promos Inc
Address: 5600 S Quebec St, Suite 205, Greenwood Village, CO 80111, US。
Phone: +1(719)339-9626
Email: info@digpromos.life