Every product BrandDrop supplies is custom made to order with your logo, colours or artwork. Because of that, our returns policy works a little differently to a standard shop. Here's exactly where you stand.
BrandDrop does not stock off the shelf products. Everything we supply, from mouse pads to notebooks to pens, is produced specifically for your order, printed or branded with your own logo, colours or design. This means we're not able to offer the same kind of return that a shop selling ready made stock can offer, since a personalised item made for one customer generally can't be resold to another.
That doesn't mean you're left without cover. This page sets out exactly what happens if something arrives wrong, damaged or faulty, what's expected of both sides during the proofing stage, and what your rights are as a consumer buying custom goods in Ireland and the EU.
Because every item is produced to your specification after you place an order, standard change of mind returns are not available once production has started. This is standard practice across the promotional products industry, and it's the same approach you'll find with most custom badge, print and embroidery suppliers in Ireland.
If you need to cancel or amend an order, contact us as soon as possible. If production hasn't started yet, we'll do our best to accommodate changes or a cancellation. Once artwork has been approved and production has begun, the order is locked in.
Every order includes a free digital design proof showing your logo, artwork, colours and layout on the actual product. We do not begin production until you've reviewed and approved that proof in writing.
Once you approve a proof, that becomes the reference point for your order. If the finished product matches the approved proof, it's considered correctly produced, even if an error was present in the proof itself and missed at approval stage. Take your time at this step, it's the best protection you have.
If your order arrives damaged, defective, or doesn't match the proof you approved, that's on us to put right. Get in touch within 7 days of delivery and we'll sort it out at no cost to you.
Tell us what's wrong. Email your order number and a short description of the issue.
Send photos. Clear pictures of the fault, damage or mismatch against your approved proof help us resolve it quickly.
We fix it. Depending on the issue, we'll reprint, replace or refund the affected units. You won't be asked to cover postage for a genuine fault.
Custom production has a few industry standard tolerances that apply to every order, in line with typical practice across Irish promotional merchandise suppliers.
The quickest way to raise a return, query or issue is to email us directly with your order number. Our team will confirm next steps within one working day.
Email: sales@branddrop.ie
Please include your order number and, where relevant, photos of the issue.
Where a refund is agreed, it will be issued to the original payment method used at checkout. Please allow a few extra business days for it to appear on your bank or card statement once we've processed it. If you'd prefer a reprint or store credit instead of a refund, just let us know when you contact us, it's often the faster option.
Nothing in this policy affects your statutory rights under Irish and EU consumer law. Personalised and made to order goods are generally outside the scope of the standard 14 day cooling off right that applies to online purchases, since they're produced specifically to your order and can't be resold.
You remain fully protected if a product is faulty, not as described, or doesn't match what was agreed. If you have a concern about your statutory rights beyond what's covered here, the Competition and Consumer Protection Commission (CCPC) has further guidance for Irish consumers.
Straight answers to the questions we're asked most often about returns on custom orders.
Get in touch with your order number and we'll get back to you within one working day.
