Returns & Exchanges Policy

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

At Merchifies.com, we stand behind the quality of our custom print-on-demand products. While our items are made-to-order and generally non-returnable, we provide comprehensive support for quality issues, fulfillment errors, and specific product concerns.

Due to the custom nature of our products, we offer replacements and refunds rather than traditional exchanges.

By placing an order with Merchifies, you agree to this Returns & Exchanges Policy, our Terms of Service, and our Privacy Policy.

Quick Summary (TL;DR)

• No Restocking Fees: We never charge fees for legitimate returns

• Eligibility Windows: 30 days (US orders), 60 days (International orders) from delivery

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

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

• No Exchanges: We offer replacements (same item) or refunds, not item exchanges

• Authorization Required: Contact us before sending anything back

• Usually No Return Needed: Keep defective items in most cases

• Photo Evidence Required: Clear documentation needed for all claims

• Processing Time: Resolution within 7 business days of approval

Quick Navigation:

• Eligible Return Circumstances

• Non-Eligible Situations

• Return Process

• Refund Processing

• International Orders

• Consumer Rights

• Contact Information

Understanding Our Policy

Print-on-Demand Limitations

Important: 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)

• We offer replacements or refunds, not exchanges for different items

Our Resolution Options

Replacement: New identical item sent at no charge (our preferred solution for defects)
Refund: Full refund to original payment method
Store Credit: Immediate credit for future purchases (optional)

Eligible Return Circumstances

1. Wrong, Damaged, or Defective Products

We provide full coverage 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)

• Wrong material or product variant

• Items intended for another customer

Manufacturing Defects:

• Print Quality Issues: Severely blurred, smudged, or distorted designs; missing elements; significant color errors; severely off-center placement

• Physical Defects: Torn, ripped, or damaged fabric; stains or foreign substances; faulty construction; holes or material flaws

• Print Durability: Cracking, peeling, or flaking immediately upon receipt or after first proper wash following care instructions

Shipping Damage:

• Products damaged during transit

• Wet or soiled items due to packaging failure

• Broken items (mugs, accessories) from rough handling

• Crushed or deformed products

2. Significant Sizing Discrepancies (Manufacturing Error)

Coverage for products with measurement errors exceeding 1.5 inches (3.8 cm) from our published size guide:

Qualifying Measurements:

• Chest/Width: Armpit to armpit measurement

• Length: Shoulder to bottom hem measurement

• Sleeve Length: Shoulder seam to cuff (applicable items)

Important: This covers manufacturing variance beyond industry standards, not customer size selection errors.

3. Lost or Undelivered Packages

We assist when:

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

• Carrier confirms package is lost or damaged beyond delivery

• Tracking shows "delivered" but package not received (after completing investigation steps)

Required Investigation Steps:

1. Check all delivery locations (mailbox, doors, neighbors, building management)

2. Review any available security camera footage

3. Contact local post office or carrier with tracking number

4. Wait 48 hours for potential delayed delivery

5. Document all investigation efforts

4. Order Cancellations

4-Hour Cancellation Window: Full refund available within 4 hours of order placement. After 4 hours, orders enter production and cannot be cancelled except for emergency circumstances.

Non-Eligible Situations

The following do NOT qualify for returns or refunds:

Customer Responsibility Issues

Size Selection Errors:

• Choosing incorrect size despite accurate size guide

• Not measuring before ordering

• Assuming sizes match other brands

• Ordering wrong fit preference

Personal Preference:

• Disliking design after seeing physical product

• "Buyer's remorse" or change of mind

• Deciding you don't want/need the item

• Color appearing different than screen display (normal variation)

Normal Manufacturing Variations

Industry Standard Tolerances:

• Print Placement: Minor variations within ±0.5" of specifications

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

• Size Tolerance: Measurements within ±1.5" of size guide

• Fabric Texture: Natural variations in material feel and appearance

Care and Usage Issues

Customer Damage:

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

• Normal wear and tear over time

• Damage from customer modifications

• Issues from not following care instructions

Delivery Issues (Customer Fault)

• 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 does NOT apply to goods made to consumer specifications or clearly personalized products. All Merchifies products qualify for this exception as custom print-on-demand items.

Return Process

Step 1: Contact Us Within Eligibility Window

Eligibility Timelines:

• US Orders: Within 30 days of delivery

• International Orders: Within 60 days of delivery

Contact Methods:

Email (Recommended):

• Address: [email protected]

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

• Response Time: 24 hours during business days

Phone Support:

• Number: (307) 381-6808

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

• Best For: Urgent issues requiring immediate assistance

Online Return Form:

• URL: merchifies.com/returns

• Features: Guided process, photo upload, status tracking

Step 2: Provide Required Documentation

Essential Information:

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

• Email address used for purchase

• Delivery date and shipping address

• Detailed description of the issue

• Preferred resolution (replacement, refund, or store credit)

Mandatory Photo Evidence:

Standard Documentation Package:

• Shipping Label: Clear photo of package label with tracking and address

• Product Overview: Full item laid flat on neutral background

• Size Tags: Clear photo of all labels and tags in frame Issue

• Documentation: Multiple close-up photos of specific defects

For Sizing Issues:

• Measurement Photos: Product laid flat with measuring tape showing width (armpit to armpit) and length (shoulder to hem)

• Tag Verification: Size label clearly showing marked size

For Multiple Items:

• Side-by-Side Photos: All affected products on flat surface for comparison

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

Step 3: Review and Approval Process

Our Response Timeline:

1. Acknowledgment: Within 24 hours of submission

2. Documentation Review: 24-48 hours for assessment

3. Investigation: May involve fulfillment partner consultation

4. Decision: Approval/denial within 72 hours

5. Resolution: Instructions provided immediately upon approval

Step 4: Resolution Implementation

For Approved Claims:

No Return Shipping Required (Most Cases):

• Keep defective items (reduces waste and shipping costs)

• Exceptions: High-value items may require return for quality analysis

Resolution Options:

• Free Replacement: Same item with correct specifications

• Full Refund: Processed to original payment method

• Store Credit: Immediate availability for future purchases

Documentation Provided:

• Return authorization number (RMA) for reference

• Detailed resolution instructions

• Timeline for refund or replacement processing

• Tracking information for replacement orders

Refund Processing

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

4. Bank Processing: Additional 1-3 days

Refund Calculation

Full Order Refund:

Partial Order Refund (Multiple Items):

Example:

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

• Defective Item Refund: $25.00 + $3.33 (shipping) + $1.80 (tax) = $30.13

International Orders

Extended Support Timeline

60-Day International Window: Extended timeframe accounts for:

• Longer shipping and delivery times

• Customs processing delays

• International coordination requirements

• Cross-border communication needs

International Considerations

Customs and Duties:

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

• Return Duties: May apply to returned merchandise

• Documentation: Proper customs forms required for returns

• Recovery Options: Contact local customs office for potential duty recovery

Return Shipping (When Required):

• Customer Responsibility: Return costs generally paid by customer unless our error

• Carrier Choice: Use preferred international carrier with tracking

• Insurance Recommended: For returns over $100 value

• Cost Range: Typically $15-50 depending on destination

Currency and Processing:

• Original Currency: Refunds processed in transaction currency

• Exchange Rates: Rate changes handled by customer's financial institution

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

• Bank Fees: International processing fees vary by institution

Consumer Rights

United States Protections

Federal Regulations:

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

• Fair Credit Billing Act: Chargeback protection for disputes

• Truth in Advertising: Products must match descriptions

• Consumer Product Safety Act: Protection from unsafe products

State-Specific Rights:

California Enhanced Protections:

• Song-Beverly Consumer Warranty Act: Extended warranty rights

• CCPA/CPRA: Enhanced privacy rights during return process

• Unruh Civil Rights Act: Equal access and fair treatment

International Consumer Rights

European Union Framework:

• Consumer Rights Directive: Comprehensive online shopping protections

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

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

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

United Kingdom (Consumer Rights Act 2015):

• Satisfactory Quality: Products must meet reasonable expectations

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

• As Described: Products must match advertised descriptions

Other Jurisdictions:

• Canada: Provincial consumer protection acts and PIPEDA privacy compliance

• Australia: Consumer Guarantees Act and Australian Consumer Law protections

• Brazil: Consumer Defense Code (CDC) protections where applicable

Contact Information and Support

Primary Support Channels

Returns and Exchanges:

• Email: [email protected]

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

• Response Time: 24 hours during business days

Phone Support:

• Number: (307) 381-6808

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

• Best For: Urgent issues, complex problems

Specialized Support:

• International Orders: [email protected]

• Quality Issues: [email protected]

• High-Value Orders ($200+): [email protected]

Self-Service Resources

Return Status Tracking: merchifies.com/return-status
Photo Guide: merchifies.com/return-photos
Size Guide: merchifies.com/size-guide

Escalation Process

1. Standard Support: Customer service team

2. Supervisor Review: Management involvement

3. Executive Review: Senior leadership assessment

4. External Mediation: Third-party resolution when appropriate

Care Instructions and Quality Maintenance

Proper Product Care

To maintain return eligibility and product quality:

Washing Guidelines:

• Turn inside out, 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 preferred for best results

• Low heat machine drying if necessary

• Remove while slightly damp

• Avoid direct sunlight for extended periods

Storage and Handling:

• Store in cool, dry place

• Handle gently during first few wears

• Never iron directly on printed designs

Quality Maintenance: Following proper care instructions maintains return eligibility for print quality issues and extends product life.

Legal Compliance and Dispute Resolution

Governing Law

• Primary Jurisdiction: Wyoming State Law, United States

• Federal Compliance: All applicable US consumer protection regulations

• International Recognition: Applicable international consumer rights acknowledged

Alternative Dispute Resolution

• Mediation: American Arbitration Association (AAA) services available

• Arbitration: Binding arbitration for US customers (with opt-out rights)

• Small Claims: Exception for claims under $10,000

• International: Compliance with local consumer protection frameworks

Limitation of Liability

• Maximum Liability: Limited to purchase price of specific order

• Excluded Damages: No consequential, incidental, or punitive damages

• Time Limitation: All claims must be brought within one year

Quick Reference Guide

Eligibility Quick Check

Covered Issues:

• Wrong item received

• Manufacturing defect or poor print quality

• Physical damage or construction defects

• Size error >1.5" from specifications

• Lost package or delivery failure

Required Documentation:

• Order number and email address

• Clear photos of shipping label and product

• Size tags visible in photos

• Close-up photos of specific issues

• Measurement photos (sizing claims only)

Timeline Reference

Contact Quick Reference

This Returns & Exchanges Policy ensures fair treatment while maintaining the integrity of our custom print-on-demand business model. We're committed to quality products and customer satisfaction, providing clear resolution options for legitimate concerns.

For questions about this policy or to initiate a return, contact our support team using the methods outlined above.

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

Customer Support:

• Email: [email protected]

• Phone: (307) 381-6808

• Returns Portal: 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.