Refund Policy
Our policy for refunds, returns and order adjustments on corporate supply programs.
Policy Overview
This Refund Policy applies to corporate supply programs and orders coordinated by SupPlus Solution Group LLC. Because our programs involve customized products, multi-location fulfillment and supplier-coordinated orders, refund terms vary based on product type and order status.
Final refund and return terms are documented in each approved proposal and order confirmation.
Customized & Branded Products
Customized products — including printed promotional items, branded apparel, embroidered uniforms and personalized merchandise — are generally non-refundable once production has begun, since they cannot be resold.
Before production starts, you have the opportunity to review and approve digital proofs. Once proofs are approved in writing, production cannot be reversed without significant cost.
Refunds for customized products are only available in cases of demonstrable defect, supplier error or product not matching the approved proof.
Standard (Non-Customized) Products
Standard, non-customized products may be eligible for return within 30 days of delivery, subject to:
- Items returned in original, unused condition with all packaging
- Pre-authorization via a Return Merchandise Authorization (RMA) number
- A restocking fee may apply (typically 15–25%) depending on supplier
- Return shipping costs are the customer's responsibility unless the return is due to our error
Defective or Damaged Items
If items arrive defective, damaged or non-functional, contact us within 10 business days of delivery. We will coordinate replacement, repair or refund based on the nature of the issue and supplier policy.
Please retain original packaging and provide photographic evidence of damage when reporting.
Incorrect Shipments
If you receive items that do not match the approved proposal — wrong product, wrong quantity, wrong location — contact us within 10 business days. We will correct the shipment at no cost to you and recover the incorrect items.
Order Cancellation
Orders may be canceled under the following conditions:
- Before production begins: full refund of any deposit, minus administrative fees
- After production begins: cancellation may not be possible for customized items; partial refund may apply at SupPlus discretion based on production stage
- Standard products before shipping: full refund minus any restocking or coordination fees
How to Request a Refund or Return
To initiate a refund or return:
- Email [email protected] with your proposal number, order details and reason for the request
- Our team will review and respond within 2 business days with the next steps and (if applicable) an RMA number
- Once received and inspected, refunds are processed using the original payment method
Refund Processing Times
Approved refunds are processed within 5–10 business days. Bank or credit card processing times may add additional days for funds to appear in your account.
Non-Refundable Items
The following are not eligible for refund:
- Customized or personalized products after production has begun (except for defects)
- Special-order items confirmed with suppliers
- Cleaning chemicals, sanitary or perishable consumables once opened
- Coordination and design fees already rendered
Contact Us
For refund questions or to initiate a return:
SupPlus Solution Group LLC
10717 Cleary Blvd Unit 103
Plantation, FL 33324
Email: [email protected]
Phone: (888) 519-7313