Merchful goes to great lengths to ensure that all orders are filled correctly, on time and are of the highest quality. We do not ever compromise on the quality of both our printable products as well as our printing materials and operational standards. We accept returns and will exchange the item or refund payment if and when customers are disappointed by our merchandise for one of the following reasons:
(a) the base product themselves are materially flawed;
(b) the quality of the printing is below a reasonable range of expectations
(c) the delivered product is inaccurate to what was ordered (such as incorrect size, color or product)
In the unfortunate circumstance where there are any of the above faults within the product(s) you or your client has ordered, kindly email us within 1 week of the product being delivered. Please include a digital image of the fault with a clear description to our customer support team at firstname.lastname@example.org. Please include your order number in the email. We will then verify the fault and take the required action to exchange or refund your product. Merchful may arrange for a pick-up on our expense for items that have been verified to be faulty.
In the case where we are unable to verify the fault over email, the item would have to be shipped back to us for review (customer bears the shipping cost) and then the required action will be taken upon verification. If there is a verified fault, we will bear the shipping cost to send a new or exchanged product back to you. If however it is determined no fault exists the customer would have to bear the cost to get their product returned.
Note that for the below reasons, we would not be able to accept returns or replacement requests on our account, instead you would need to place a new order or submit a replacement request and you would be charged for it.
(a) if after processing an order, the customer decides to change the size and/or if the incorrect size was ordered in the first place but we delivered accurately as per order
(b) if the order information such as shipping address, contact number or product details were incorrect at the time of placing the order
(c) if your customer decided they do not want the order anymore and/or rejected the shipment
We would make every effort possible to recover printed items that were ordered incorrectly and re-use them for future orders however due to the logistical challenges involved we cannot guarantee this.
*Refunds will be done only through the Original Mode of Payment.
*Please note that items once washed or used will not be exchanged or refunded.