Terms of Service & Refund Policy

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 that are looking for custom orders that are tailored 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 UP’S & 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 changes need to be made or if happy they give their tick of approval which allows 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 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 production stage is complete the order will be delivered in the estimated timeframe (however once the product is collected by the freight company any unforeseen caused by the freight company cannot be foreseen and unfortunately Rosalie Promotions is not liable for this and 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 variant 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 due diligence to work with the client to receive a satisfactory result 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 our team here at Rosalie Promotions adheres by allows the client to feel confident in our ordering process and that they will receive the quality product that they are looking for which is why we have such a high satisfaction rate and returning client percentage.

Upon receiving your order, if there is any issues or damages please contact as soon as possible in order for us to do a proper evaluation of the situation to find the best solution.

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