Return Policy
At Custom Branded Canopy, every order is built around your brand, so we want you to be completely confident in what you receive. This policy explains when items can be returned, how refunds work, and the simple steps to follow if something isn’t right. If you ever have a question, our team is happy to help before, during, or after your purchase.
Because most of what we make is custom-printed to your exact specifications, please read the sections below carefully, they explain how returns differ between custom and stock items.
How Our Products Are Made
Our products fall into two groups, and each has its own rules:
Custom-printed & personalized items - canopy tents, trade show booths, feather flags, table covers, banner stands, and any product printed with your logo, artwork, or text.
Blank / stock items & hardware - unprinted canopies, frames, poles, bases, and accessories with no customization.
Before we print anything custom, we send you a digital proof for written approval. Production only begins once you approve that proof. This step exists to protect you, it’s your chance to confirm spelling, colors, layout, and sizing before anything goes to print.
Custom-Printed & Personalized Products
Custom and personalized items are produced specifically for you and cannot be resold or restocked. For that reason, they are not eligible for return or refund based on a change of mind, buyer’s remorse, or a design you already approved.
Once you approve your digital proof, you accept responsibility for the artwork, spelling, colors, and layout shown in that proof. We carefully review every file before printing to catch obvious issues, but final approval rests with you.
The exception: if a custom item arrives defective, misprinted, or different from your approved proof, we will make it right. See Defective, Misprinted, or Incorrect Items below.
Blank / Stock Items & Hardware
Unprinted stock items and hardware may be returned within 30 days of delivery, provided they are:
- Unused and in original, unopened packaging
- Complete with all accessories, parts, and documentation
- In resellable condition
A 15% restocking fee applies to non-defective stock returns, and the customer is responsible for return shipping costs unless the return is the result of our error. We recommend insuring return shipments, as you are responsible for any damage that occurs in transit back to us.
Defective, Misprinted, or Incorrect Items
If your order arrives defective, misprinted, or different from your approved proof, please contact us within 5 business days of delivery with:
- Your order number
- A short description of the issue
- Clear photos showing the problem
Once we confirm the issue, we’ll provide a free replacement or a full refund to your original payment method, your choice. Please do not attempt to repair or alter a defective item before contacting us, as this may affect your eligibility.
Damaged in Transit
Inspect your shipment as soon as it arrives. If the product or packaging is visibly damaged, please notify us within 5 business days of delivery and include photos of both the item and the outer packaging.
We’ll file a claim with the carrier on your behalf. Please keep all original packaging and materials until the claim is resolved, as the carrier may require an inspection.
Missing Items
If part of your order is missing, contact us within 5 business days of delivery. We’ll ship the missing item(s) using the original shipping method or issue a refund for the value of the missing product and its shipping, whichever you prefer.
Order Changes & Cancellations
- Before you approve your proof: You may cancel or change your order for a full refund, since production has not yet started.
- After you approve your proof / once production begins: Custom orders cannot be cancelled or refunded, because materials and printing are already committed to your specifications.
If you need to make a change, contact us as quickly as possible and we’ll do everything we can to accommodate you before production starts.
How to Start a Return
- Email us at sales@custombrandedcanopy.com with your order number and the reason for your return.
- We’ll review your request and, if eligible, issue a Return Merchandise Authorization (RMA) number.
- Pack the item securely in its original packaging, write the RMA number clearly on the outside, and ship it to the return address we provide.
- Once we receive and inspect the item, we’ll process your refund or replacement.
Returns sent without an RMA number may be delayed or refused.
Refunds - Method & Timing
- Approved refunds are issued to your original payment method.
- Refunds are processed within 2 business days of our receiving and approving your return, and typically appear on your statement within 5-10 business days, depending on your bank or card provider.
- Original shipping charges are non-refundable.
- Any applicable restocking fee will be deducted from stock-item refunds.
Limitation of Liability
Our products are sold for their intended display and promotional use. Custom Branded Canopy is not responsible for damage resulting from improper assembly, misuse, severe weather, or use outside the product’s recommended conditions. Our total liability for any claim is limited to the purchase price of the item.
Questions? We’re Here to Help
Great service is the heart of what we do. If anything about your order isn’t right or you just want guidance before you buy reach out and we’ll take care of you.
Custom Branded Canopy
[Return Mailing Address to be added]
Email: sales@custombrandedcanopy.com
Phone: +1 628-272-4305
Website: custombrandedcanopy.com
Last updated: June,2026