We stand behind the quality of our products and guarantee our workmanship 100%. For further Return and refund policy including our fulfillment service, please check this page: Fulfillment policy. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.
Refunds (if applicable)
We are committed to providing you with the absolute best products, and are happy to replace your order for any of the following reasons:
- The product is flawed.
- The print quality is poor.
- The product you received is different from the product originally represented on our site.
Please contact us with a photo of the product you received along with detail shots you wish to include. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.
For all other requests please contact us. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please allow 3-5 business days after your return is received for a refund to appear.
Any unauthorized returns, or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If your claim is approved, we will provide you with a return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
1. Return Policy
- We typically do not accept returns due to user error such as an undeliverable address, incorrect selection of sizes, designs, colors, etc.
- Please keep in mind that there will be around 3% – 5% packages will get shipments problems such as broken during shipment, wrong items sent, lost by post office.
- In case of issues listed above, please kindly send pictures of the item showing the damage and label of the item along with a clear description of the problem and contact our customer support teams with full evidence, we will strive the best to make it right. As soon as evidence verified by us, Reshipment can be arranged within 24 hours.
- Any claims for after-sale issues such as misprinted/damaged/defective items must be submitted within 30 days after the product is received. We won’t offer exchange for orders delivery over 1 month. For exchange, you don’t need to return the item for us.
- Our return policy is based on the philosophy that we would only process return on issues that is because of us, and the return amount is only measured by the amount of fees that we received. Basically, we will replace an item if there’s an issue with it if the issue is because of us. In such cases, replacing the item or refunding the exact amount of the fulfillment cost for that order is the only resolution we would act. According to our Limitation of Liability terms, We would not be liable for any direct, indirect, incidental, special, consequential or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses resulting from the use of or inability to use the Service.
- PLEASE BE AWARE:
We may not be able to avoid a little COLOR and SIZE DIFFERENCIATION caused when printing, making our product. For example, colors may look brighter or darker than when comparing with the artwork file. Shirts may be 1-2 centimeters shorter/longer or widers/smaller than the announced size chart.
2. Refund Policy
In case of damaged replacement items, we offer you a full refund.
3. Frequent cases in return and refund
This is NOT how we always act for every request. Actual solution may differs for each case.
- Shipping wrong item: We will replace the item.
- Damaged item: When our items are processed, it’s always intact and got no damage. However, there are many cases that the Custom Control will tear the shipment to check for its content, or there may be damages during transportation. It’s hard to check whose responsibility it is. In most cases, we will replace the item if the damage can be clearly seen. Customer mus also send the proof of damage and the photo of the packaging label so we can inspect further.
- Small print area or broken print area (low quality printing): if the issue is because of the factory (means that the artwork file follows our guidelines but the print area is still small), we will replace the item.
- Actual product is smaller than announced size: If the actual product is more than 2 centimeters shorter/longer/wider/smaller than the announced size chart, we will replace the item.
- Missing Item: If the order includes 2 or more items but the package the buyer received contains less than the actual order quantity, in most cases, Merchize will immediately send the missing item to the buyer. If buyer requests a refund for the order, we will send a partial refund for the order. The amount of the refund is calculated by the fulfillment cost for the missing item, and the shipping cost (if applicable).
- If the shipment is late or is kept at customs waiting for customs clearance for too long (more than 5 business days for US orders and more than 8 business days for International orders) more than the guaranteed shipping time, Merchize will replace the item for you.
- If the provided artwork doesn’t follow our guideline properly and there is a problem with the end result because of that (small print image, wrong print image, etc), It’s the responsibility of the seller to replace the item at their own cost.
- If the provided order lacks some information (street, address, customer name, phone number, zip code) and there is a problem with the end result because of that (late shipment, item kept at eCommerce center, item kept at post office, item return, etc), It’s the responsibility of the seller to replace the item at their own cost.
- If the shirt/item doesn’t fit because the customer ordered the wrong size (they didn’t check the size chart, they thought the size would fit because they usually use that same size from many other merchandisers, or for any similar reasons), it’s the responsibility of the seller to replace the item at their own cost.