Refund policy
RETURN AND REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, with tags, and in its original packaging. You’ll also need your receipt or proof of purchase.
Starting a Return
To request a return, contact us at info@shopmerchcartel.com.
Please do not send products back without first receiving return authorization from us. If your return is accepted, we’ll provide instructions on where and how to send your return. Items returned without prior authorization may not be accepted.
You can contact us with any return questions at info@shopmerchcartel.com.
Damages and Incorrect Items
Please inspect your order when it arrives. If your item is defective, damaged, or you receive the wrong item, contact us as soon as possible so we can evaluate the issue and make it right.
Please include your order number and, when possible, photos showing the issue.
Exceptions / Non-Returnable Items
Certain items may not be eligible for return, including:
- Custom-made, personalized, or special-order merchandise
- Products that have been worn, used, washed, altered, or damaged after delivery
- Items returned without their original packaging or tags where applicable
- Gift cards
Because many Merch Cartel custom merchandise projects are produced specifically for a customer, business, organization, team, or event, approved custom merchandise orders are generally final sale unless the merchandise is defective, damaged, or materially different from the approved order or proof.
If you have questions about whether your item is eligible for return, contact us before sending anything back.
Sale Items
Unless otherwise stated at the time of purchase, final-sale items are not eligible for return or exchange.
Exchanges
The fastest way to get the item you want is to request a return for the original item. Once the return is accepted, you may place a separate order for the replacement item.
Availability of replacement products, colors, and sizes is not guaranteed.
European Union 14-Day Cooling-Off Period
If your purchase is covered by applicable European Union consumer law, you may have the right to cancel a qualifying online purchase within 14 days after receiving the goods without giving a reason.
Certain products may be excluded from this right, including goods that are made to order or clearly personalized. Nothing in this policy limits any rights that you may have under applicable consumer law.
Refunds
Once we receive and inspect your approved return, we’ll notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund.
Shipping charges are generally non-refundable unless the return is due to an error by Merch Cartel, a defective product, or a damaged or incorrect item.
If more than 15 business days have passed after we confirm that your refund was issued and you have not received it, contact us at info@shopmerchcartel.com.
Custom Merchandise and Bulk Orders
Custom merchandise and bulk projects are produced according to approved project specifications. Because these products are made specifically for the customer, custom orders generally cannot be returned because of a change of mind after production has begun.
If there is a production defect, damage, incorrect item, or material difference from the approved specifications, contact sales@merchcartel.co with your order or project information and photos of the issue so our team can review it.
Contact
For retail order returns and refunds:
info@shopmerchcartel.com
For custom merchandise or bulk-order issues:
sales@merchcartel.co