Refund Policy

Last Updated: 01/01/2025
Effective Date: 01/01/2024

At Merchifies.com, your satisfaction is our top priority. We stand behind the quality of our custom print-on-demand products and are committed to resolving any issues fairly and promptly. This comprehensive policy explains your rights, our guarantees, and the procedures for obtaining refunds or replacements.

Due to the custom nature of our print-on-demand products, returns are limited to specific qualifying circumstances outlined below.

By placing an order with Merchifies, you agree to this Refund and Return Policy, our Terms of Service, and our Privacy Policy.

Quick Summary (TL;DR)

• 30-Day Window (US): Report issues within 30 days of delivery

• 60-Day Window (International): Report issues within 60 days of delivery

• 4-Hour Cancellations: Full refund available within 4 hours of order placement

• What We Cover: Wrong items, manufacturing defects, damage, significant sizing errors (>1.5"), lost packages

• What We Don't Cover: Change of mind, customer size selection errors, minor print variations, normal wear

• EU Notice: 14-day withdrawal right does NOT apply to custom/personalized products

• No Exchanges: Replacement or refund only - each item is custom-made

• Evidence Required: Clear photos/videos required for all claims

• Processing Time: 5-10 days for cards, 1-3 days for PayPal, varies for BNPL

Quick Navigation:

• Policy Overview

• Qualifying Circumstances

• Non-Refundable Situations

• Return Process

• Refund Processing

• International Orders

• Consumer Rights

• Contact Information

Policy Overview

Our Satisfaction Guarantee

We guarantee your satisfaction with every order. If you receive a product that doesn't meet our quality standards or doesn't match what you ordered, we'll make it right through replacement or refund.

Print-on-Demand Limitations

Important Understanding: All our products are custom-made after you order them. This means:

• Each item is unique and created specifically for you

• Traditional "change of mind" returns are not possible

• Quality issues and fulfillment errors are fully covered

• EU 14-day withdrawal right does NOT apply (custom product exception)

• Exchanges are not available - only replacements or refunds

Eligibility Windows

United States Orders: 30 days from delivery date
International Orders: 60 days from delivery date
Order Cancellations: 4 hours from order placement

Why Different Timelines?

• International orders have longer shipping times and potential customs delays

• Extended window accounts for delivery complexities outside the US

• Allows adequate time for quality assessment upon receipt

Qualifying Refund Circumstances

1. Wrong, Damaged, or Defective Products

We provide full refunds or replacements when you receive:

Wrong Items:

• Different product type than ordered (mug instead of t-shirt)

• Wrong design, color, or artwork

• Incorrect size shipped (ordered Large, received Medium)

• Items intended for another customer

• Wrong material or product variant

Manufacturing Defects:

• Print Quality Issues:

  • Blurred, smudged, or severely distorted designs

  • Missing design elements or significant color errors

  • Print severely off-center or crooked beyond normal tolerances

  • Cracking, peeling, or flaking immediately upon receipt or after first proper wash

Physical Damage:

• Torn, ripped, or damaged fabric upon arrival

• Stains, dirt, or foreign substances on new products

• Broken items (mugs, accessories) due to shipping damage

• Manufacturing defects affecting product integrity

Required Evidence:

• Order Information: Complete order number and email address

• Packaging Photo: Clear image of shipping label showing correct delivery

• Product Overview: Full product laid flat on neutral background

• Size Tag/Label: Clear photo of neck label or size tag in frame with product

• Defect Documentation: Multiple close-up photos clearly showing the specific issue

• Multiple Items: Side-by-side comparison photos on flat surface

2. Significant Sizing Discrepancies (Our Error)

Coverage for Manufacturing Sizing Errors:

We provide refunds when products have measurement errors exceeding 1.5 inches (3.8 cm) from our published size guide specifications.

Qualifying Measurements:

• Chest/Width: More than 1.5" difference from size guide

• Length: More than 1.5" difference from specifications

• Sleeve Length: More than 1.5" difference (applicable items)

Important Distinctions:

• Covered: Manufacturing variance beyond tolerance

• Not Covered: Customer choosing wrong size despite accurate size guide

• Normal Tolerance: ±1.5" is industry standard manufacturing variance

Required Evidence for Sizing Claims:

• Size Tag Photo: Clear image of product label showing size

• Measurement Photos: Product laid flat with measuring tape showing actual dimensions

• Multiple Angles: Width and length measurements clearly visible

• Unused Condition: Product must be unwashed and unused for accurate measurement

Measurement Process:

1. Lay product completely flat on solid surface

2. Smooth out wrinkles and align seams

3. Measure chest/width from armpit to armpit

4. Measure length from highest shoulder point to bottom hem

5. Take photos with measuring tape clearly visible against product

3. Lost or Undelivered Packages

Coverage for Shipping Issues:

Lost in Transit:

• Package tracking stops updating for 10+ business days (US) or 21+ days (International)

• Carrier confirms package is lost or damaged beyond delivery

• Package returned to sender due to carrier error

Delivered But Not Received:

• Tracking shows "delivered" but customer never received package

• Must complete investigation steps before claiming

Required Investigation Steps:

1. Check All Locations: Mailbox, front/back doors, with neighbors, building management

2. Review Security: Check any available security camera footage

3. Contact Carrier: Call local post office or delivery service with tracking number

4. Wait 48 Hours: Allow for delayed scans or re-delivery attempts

5. Document Efforts: Keep records of investigation attempts

Required Information:

• Order Details: Complete order number and shipping address

• Investigation Summary: Description of steps taken to locate package

• Carrier Communication: Any correspondence with shipping carrier

• Address Verification: Confirmation that shipping address was correct

4. Order Cancellations

4-Hour Guaranteed Cancellation Window:

Automatic Approval: All cancellation requests within 4 hours receive immediate approval and full refund.

How to Cancel:

• Email: [email protected] with "Cancellation - [Order Number]"

• Phone: (307) 381-6808 during business hours

• Account Dashboard: Use "Cancel Order" button when available

After 4 Hours: Orders enter production and cannot be cancelled except for qualifying emergency circumstances.

Non-Refundable Situations

Customer Responsibility Scenarios

The following do NOT qualify for refunds:

Size Selection Errors:

• Choosing incorrect size despite accurate size guide

• Not measuring before ordering

• Assuming sizes match other brands

• Ordering wrong fit preference (tight vs. loose)

Personal Preference Issues:

• Disliking design after seeing physical product

• Color appearing different than screen display (normal variation)

• Deciding you don't want/need the item

• "Buyer's remorse" or change of mind

Normal Manufacturing Variations:

• Print Placement: Minor variations within industry standards (±0.5")

• Color Matching: Slight differences from digital display (monitors vary)

• Fabric Texture: Natural variations in material feel and appearance

• Size Tolerance: Measurements within ±1.5" of specifications

Care and Usage Issues:

• Damage from improper washing (hot water, bleach, high heat drying)

• Normal wear and tear over time

• Damage from customer modifications or alterations

• Issues from not following provided care instructions

Delivery and Address Issues:

• Orders with incorrect shipping addresses provided by customer

• Packages refused without valid reason

• International customs fees or delays

• Customer unavailable for delivery attempts

Important Legal Notice (EU Customers)

Distance Selling Regulations: The EU 14-day withdrawal right for online purchases does NOT apply to:

• Goods made to consumer specifications

• Clearly personalized products

• Custom-made items

All Merchifies products are custom print-on-demand items that qualify for this exception.

Your Rights Still Protected:

• Quality issues fully covered under consumer protection laws

• Wrong items sent are completely covered

• Manufacturing defects receive full protection

• Our error situations have enhanced protections

Return Process

Step 1: Contact Customer Support

Within Eligibility Windows:

• US Orders: Within 30 days of delivery

• International Orders: Within 60 days of delivery

Primary Contact Methods:

Email (Recommended):

• Address: [email protected]

• Subject: "Return Request - [Order Number] - [Brief Issue]"

• Best For: Non-urgent returns, detailed documentation submission

Phone Support:

• Number: (307) 381-6808

• Hours: Monday-Friday, 9 AM - 5 PM Mountain Time

• Best For: Urgent issues, complex situations requiring immediate assistance

Online Return Form:

• URL: merchifies.com/returns

• Features: Guided process, photo upload capability, automatic status tracking

• Benefits: Faster processing, structured information collection

Step 2: Provide Complete Documentation

Essential Information (Always Required):

• Complete order number (format: MERCH-YYYYMMDD-####)

• Email address used for purchase

• Delivery date and shipping address

• Detailed description of the issue

• Preferred resolution (replacement or refund)

Photographic Evidence Standards:

Photo Quality Requirements:

• High resolution (minimum 1080p recommended)

• Well-lit with natural or bright white light

• Clear focus on relevant details

• Neutral background for contrast

• Multiple angles when helpful

Specific Photo Requirements by Issue Type:

For Wrong/Damaged/Defective Items:

• Shipping label on package

• Full product overview on flat surface

• Size tag/neck label clearly visible

• Close-up shots of specific defects or issues

• Comparison with order confirmation (if helpful)

For Sizing Issues:

• Size tag/label clearly showing marked size

• Product laid completely flat for measurement

• Measuring tape showing width (armpit to armpit)

• Measuring tape showing length (shoulder to hem)

• Both measurements in single frame when possible

Step 3: Review and Investigation Process

Our Response Timeline:

1. Acknowledgment: Within 24 hours of submission

2. Initial Review: 24-48 hours for documentation assessment

3. Investigation: May involve fulfillment partner consultation

4. Decision: Approval/denial communicated within 72 hours

5. Resolution: Instructions provided for approved claims

Additional Information Requests:

• We may request supplementary photos or documentation

• Video evidence may be requested for complex issues

• Measurement verification may be required for sizing claims

• Carrier investigation initiated for lost package claims

Step 4: Resolution Implementation

Approved Claims Receive:

• Return authorization number (RMA) when applicable

• Detailed resolution instructions

• Prepaid return shipping label (when return required)

• Timeline for refund or replacement processing

• Tracking information for replacement orders

Return Shipping Requirements:

• Our Error: Prepaid return label provided at no cost

• Investigation Cases: Return costs determined after review

• High-Value Items: Return may be required for quality analysis

• Most Cases: Return not required for print-on-demand items

Refund Processing

Refund vs. Replacement Options

Default Resolution: Free replacement of defective/wrong items

Refund Available When:

• Replacement is not preferred by customer

• Item is discontinued or out of stock

• Multiple quality issues with same design

• Customer specifically requests refund over replacement

Store Credit Option:

• Available upon customer request

• Never expires and applies to any future purchase

• Immediate availability (no processing delays)

• Can be combined with other payment methods

Refund Timeline by Payment Method

Processing Schedule:

1. Claim Approval: 24-72 hours after submission

2. Refund Initiation: Same business day after approval

3. Payment Processor Handling: Varies by method (see table below)

4. Bank Processing: Additional 1-3 days depending on institution

Refund Calculation Examples

Full Order Refund:

Example:

• Product: $25.00

• Shipping: $6.99

• Tax: $2.24

• Total Refund: $34.23

Partial Order Refund (Multiple Items):

Example Calculation:

• Original Order: 3 t-shirts ($25 each), shipping ($9.99), tax ($5.39) = $89.38

• Defective Item Refund:

  • Item cost: $25.00

  • Proportional shipping: $9.99 ÷ 3 items = $3.33

  • Proportional tax: $5.39 ÷ 3 items = $1.80

  • Item refund total: $30.13

• Remaining order value: $59.25

Discount Code Impact on Refunds:

Percentage Discounts:

Example: 10% off $30 item = $30 × 0.90 = $27.00 refund

Fixed Amount Discounts:

• Threshold Met: Full discount benefit maintained on remaining items

• Threshold Lost: Discount deducted proportionally from refund

• Free Shipping Lost: Shipping charges may apply to remaining items

International Orders

Extended Return Window

60-Day International Policy: Extended timeframe accounts for:

• Longer initial shipping and delivery times

• Customs processing delays and complications

• International shipping complexity and tracking limitations

• Additional coordination time for cross-border returns

International Return Considerations

Customs and Duties:

• Original Import Fees: Not refunded by Merchifies (paid to your government)

• Return Import Duties: May apply to returned merchandise in your country

• Duty Recovery: Contact local customs office for potential refund procedures

• Documentation: Proper customs declarations required for all returns

Return Shipping Options:

• Customer Arranged: Use preferred international carrier with tracking

• Merchifies Coordinated: We arrange return shipping (customer pays unless our error)

• Cost Estimates: $15-50 depending on destination and item size

• Insurance Recommended: For high-value returns over $100

Currency and Exchange Rates:

• Refund Currency: Processed in original transaction currency

• Rate Fluctuations: Exchange rate changes between purchase and refund handled by your bank

• Bank Fees: International processing fees charged by customer's financial institution

• Processing Time: 10-15 business days for international refunds

Regional Compliance

European Union:

• Consumer Rights Directive: 2-year quality guarantee applies

• GDPR Compliance: Personal data protection throughout return process

• VAT Handling: Refunded according to applicable EU regulations

• Local Consumer Laws: Additional protections may apply by member state

United Kingdom:

• Consumer Rights Act 2015: Enhanced quality and fitness protections

• Post-Brexit Processing: Additional 1-2 days for cross-border transactions

• UK GDPR: Data protection compliance maintained

• VAT Treatment: UK VAT refunded per current regulations

Canada:

• Consumer Protection Acts: Provincial variations in consumer rights

• PIPEDA Compliance: Privacy protection throughout process

• Currency Handling: CAD/USD exchange via financial institutions

• Customs Procedures: CBSA requirements for returned merchandise

Australia/New Zealand:

• Consumer Guarantees Act: Strong consumer protection framework

• GST Treatment: Refunded according to local tax regulations

• Distance Considerations: Extended processing due to geographic factors

• Carrier Options: Australia Post, DHL, FedEx for returns

Consumer Rights

United States Consumer Protections

Federal Regulations:

• FTC Mail Order Rule: Right to timely delivery or cancellation option

• Fair Credit Billing Act: Chargeback protection for billing disputes

• Consumer Product Safety Act: Protection from unsafe or hazardous products

• Truth in Advertising Laws: Right to receive products as accurately described

State-Specific Protections:

California (Enhanced Rights):

• Song-Beverly Consumer Warranty Act: Extended warranty protections

• CCPA/CPRA: Enhanced privacy rights during return process

• Unruh Civil Rights Act: Equal access to services and fair treatment

• Automatic Renewal Law: Clear terms for any subscription services

New York:

• General Business Law Article 22-A: Protection against deceptive practices

• Consumer Protection from Deceptive Acts: Enhanced remedies for unfair treatment

Texas:

• Deceptive Trade Practices Act: Broad consumer protection framework

• Business and Commerce Code: Additional warranty and refund protections

International Consumer Rights

European Union Framework:

• Consumer Rights Directive: Comprehensive online shopping protections

• Digital Content Directive: Protection for digital design elements

• Unfair Contract Terms Directive: Protection against unreasonable policy terms

• General Product Safety Directive: Safety and quality standards

Specific EU Rights:

• 2-Year Quality Guarantee: Products must remain fit for purpose

• Conformity Rights: Items must match descriptions and specifications

• Remedies Hierarchy: Repair → Replacement → Price Reduction → Refund

• Custom Product Exception: Withdrawal right doesn't apply to personalized goods

UK Consumer Rights Act 2015:

• Satisfactory Quality: Products must meet reasonable quality expectations

• Fit for Purpose: Items must be suitable for their intended use

• As Described: Products must match their advertised description

• Digital Rights: Protection for digital content and design elements

Payment Protection Rights

Credit Card Protections:

• Chargeback Rights: 60-120 days from statement date for disputes

• Fair Credit Billing Act: Protection against billing errors

• Truth in Lending Act: Clear disclosure of terms and conditions

• Electronic Fund Transfer Act: Protection for electronic payments

PayPal Buyer Protection:

• Coverage Period: 180 days from payment date

• Qualifying Issues: Item not received, significantly different from description

• Resolution Process: Direct dispute filing through PayPal platform

• Documentation Required: Evidence of communication and issue details

Buy Now, Pay Later Protections:

• Afterpay: Dispute resolution through customer service channels

• Affirm: Separate loan and purchase dispute processes

• Klarna: Buyer protection varies by payment plan type and local regulations

Quality Assurance and Prevention

Our Quality Control Process

Pre-Production Verification:

• Design file quality assessment and optimization

• Color profile accuracy verification

• Print specification and placement confirmation

• Material compatibility and durability testing

Production Monitoring:

• Random quality inspections during manufacturing

• Print quality verification before packaging

• Packaging integrity and labeling accuracy checks

• Final product inspection before shipping

Post-Production Analysis:

• Return rate monitoring by product type and fulfillment partner

• Customer feedback integration into quality improvement processes

• Continuous refinement based on common issue patterns

• Fulfillment partner performance evaluation and optimization

How to Avoid Common Issues

Size Selection Best Practices:

Use Our Comprehensive Size Guide:

• Compare measurements with your own well-fitting garments

• Account for desired fit preference (fitted vs. relaxed)

• Consider fabric type and stretch characteristics

• Note brand variations in sizing standards

Measurement Technique:

1. Lay your best-fitting similar garment flat

2. Measure chest/width from armpit to armpit

3. Measure length from shoulder to desired hem point

4. Compare with our size guide measurements

5. When uncertain, size up for comfort

Design and Color Management:

Screen Display Considerations:

• Calibrate your monitor for accurate color representation

• View designs in different lighting conditions

• Understand that print colors may vary slightly from screen colors

• Read material descriptions for finish and texture expectations

Design Review Process:

• Carefully examine all design elements in preview

• Verify text spelling and design placement

• Confirm design orientation and sizing

• Review mockup images from multiple angles

Address and Delivery Optimization:

Address Accuracy Checklist:

• Correct street number and name spelling

• Complete apartment, suite, or unit number

• Accurate city, state/province, and postal code

• Correct country selection for international orders

• Phone number for delivery coordination

Delivery Preparation:

• Plan for package receipt during estimated delivery window

• Provide delivery instructions for secure placement

• Consider package holds for vacation or travel periods

• Ensure building access for delivery personnel

Contact Information and Support

Specialized Support Channels

Returns and Refunds:

• Email: [email protected]

• Subject Format: "Return Request - [Order Number] - [Issue Type]"

• Response Time: 24 hours during business days

• Best For: Standard return requests, documentation submission

Urgent Issues:

• Phone: (307) 381-6808

• Hours: Monday-Friday, 9 AM - 5 PM Mountain Time

• Best For: Time-sensitive issues, complex problems, immediate assistance

• Preparation: Order number, issue details, preferred resolution ready

International Support:

• Email: [email protected]

• Specialization: Cross-border returns, customs issues, currency questions

• Languages: English (primary), Spanish support available

• Response: 24 hours regardless of customer time zone

Quality Issues:

• Email: [email protected]

• Focus: Manufacturing defects, print quality concerns, product standards

• Process: Direct coordination with fulfillment partners

• Resolution: Expedited replacement or refund processing

High-Value Orders ($200+):

• Email: [email protected]

• Benefits: Priority processing, dedicated support agent, expedited resolution

• Communication: Direct phone contact available when needed

• Timeline: 6-hour response guarantee

Self-Service Resources

Return Status Tracking:

• URL: merchifies.com/return-status

• Access: Order number and email address required

• Features: Real-time processing updates, refund tracking, timeline estimates

• Notifications: Automatic email updates at each processing stage

Photo Guide for Returns:

• URL: merchifies.com/return-photos

• Content: Step-by-step photography instructions, lighting tips, example images

• Mobile Optimization: Smartphone photography guidance

• Quality Standards: Resolution requirements, angle recommendations

Size Guide and Measurement Tools:

• URL: merchifies.com/size-guide

• Features: Interactive size calculator, measurement tutorials, brand comparisons

• Prevention Focus: Reduce size-related returns through better selection

• Regular Updates: New products and brands added continuously

Escalation and Management Review

Customer Service Escalation:

1. Initial Contact: Standard customer service team

2. Supervisor Review: Customer service manager involvement

3. Management Review: Executive team assessment for complex cases

4. External Mediation: Third-party resolution services when appropriate

Executive Contact:

• Email: [email protected]

• Use For: Unresolved issues after standard escalation

• Response: 48 hours for executive review

• Documentation: Complete case history required

Legal Compliance and Dispute Resolution

Governing Law and Jurisdiction

Primary Jurisdiction:

• Governing Law: State of Wyoming, United States

• Federal Compliance: US consumer protection regulations

• International Treaties: Recognition of applicable international consumer rights

Alternative Dispute Resolution

Mediation Services:

• Provider: American Arbitration Association (AAA)

• Process: Voluntary mediation before formal legal proceedings

• Cost: Shared between parties or covered by Merchifies for qualifying cases

• Timeline: Typically resolved within 30-60 days

Arbitration Procedures (US Customers):

• Binding Arbitration: Most disputes resolved through AAA arbitration

• Individual Claims: No class action participation allowed

• Exceptions: Small claims court, intellectual property disputes

• Location: Customer's county of residence or Sheridan County, Wyoming

Opt-Out Rights:

• Timeline: 30 days from first service use

• Method: Email [email protected] with "Arbitration Opt-Out"

• Information Required: Full name and account email address

• Effect: Applies only to future disputes

Limitation of Liability

Damage Limitations: Our maximum liability for any claim is limited to the purchase price of the specific order. We are not liable for:

• Consequential or incidental damages

• Lost profits or business interruption

• Punitive or exemplary damages

• Damages exceeding the order value

Time Limitations: All claims must be brought within one year of the incident or they are permanently barred.

Quick Reference Guide

Return Eligibility Quick Check

Qualifying Issues:

• Wrong item received (different from order)

• Manufacturing defect or poor print quality

• Damage during production or shipping

• Size error >1.5" from specifications

• Lost package or delivery failure

• Order cancellation within 4 hours

Required Documentation:

• Complete order number

• Clear photos of issue (multiple angles)

• Shipping label photo

• Size tag photo (for sizing issues)

• Measurement photos with tape measure (sizing claims)

Timeline Reference

Contact Quick Reference

Common Scenarios and Solutions

"Received wrong size"

• Check: Is actual measurement >1.5" different from size guide?

• If yes: Full refund/replacement available with measurement proof

• If no: Customer selection error - not covered

"Color looks different than expected"

• Slight variation: Normal screen-to-print difference, not covered

• Significant difference: May qualify as quality issue, submit photos

• Resolution: Case-by-case evaluation with visual evidence

"Don't like the design after receiving it"

• Coverage: Not covered - custom products cannot be returned for preference

• Prevention: Carefully review designs and mockups before ordering

• Alternative: Consider as gift or contact support for goodwill options

"Package shows delivered but I never got it"

• First steps: Check all locations, neighbors, security footage

• Timeline: Contact within 30/60 days of "delivered" status

• Process: Complete investigation checklist before contacting support

Care Instructions and Warranty

Proper Care Guidelines

To Maintain Product Quality and Warranty Coverage:

Washing Instructions:

• Turn garments inside out before washing

• Use cold water (30°C/86°F maximum)

• Use mild, bleach-free detergent

• Wash with similar colors

• Avoid fabric softeners on printed areas

Drying Instructions:

• Air dry when possible for best results

• If machine drying, use low heat setting

• Remove while slightly damp to prevent over-drying

• Avoid direct sunlight for extended periods

Storage and Handling:

• Store in cool, dry place

• Avoid folding directly on printed areas when possible

• Handle gently during first few wears

• Do not iron directly on printed designs

Warranty Coverage: Proper care maintains warranty coverage for print quality issues. Damage from improper care (bleach, high heat, rough handling) is not covered under our refund policy.

This comprehensive Refund and Return Policy ensures fair treatment for all customers while protecting the integrity of our custom print-on-demand business model. We're committed to resolving issues quickly and maintaining the highest quality standards.

For questions about this policy or to initiate a return, contact our support team using the methods outlined above. We appreciate your business and strive to exceed your expectations with every order.

Merchifies Global LLC
30 N Gould St, Ste N
Sheridan, WY 82801
United States

Customer Support:

• Email: [email protected]

• Phone: (307) 381-6808

• Returns: merchifies.com/returns

• Business Hours: Monday-Friday, 9 AM - 5 PM Mountain Time

Last Updated: 01/01/2025
This policy supersedes all previous versions. Material changes will be communicated via email and website notifications. Continued use of our services constitutes acceptance of any updates.

Accessibility Statement: If you need this policy in an alternative format or require assistance due to a disability, please contact [email protected] or call (307) 381-6808.