Refund policy
ALL SALES ARE FINAL / MADE-TO-ORDER POLICY
Because all of our products are individually printed on-demand specifically for you upon purchase, we do not accept returns or exchanges for wrong sizes, buyer’s remorse, or mind-change. Please consult our detailed Size Guides on each product page before placing your order to ensure the correct fit.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We stand behind the quality of our garments. If your item arrives damaged, defective, or with a misprinted design, please notify us within 14 days of delivery.
To initiate a claim for a defective item:
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Email our support team at support@merchand.ca with your Order Number in the subject line.
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Provide clear photos showing the damaged/defective area of the item as well as the shipping label on the package.
Upon verification, we will send a free replacement order or issue a full refund to your original payment method immediately. You will not be required to ship the defective item back to us.
INCORRECT ADDRESS / UNCLAIMED PACKAGES
If an order is returned to our fulfillment provider due to an incorrect or incomplete address provided by the customer during checkout, or if the package is left unclaimed, the customer will be solely responsible for the cost of re-shipping the order.
LOST OR STOLEN PACKAGES
Once a package has been marked as "Delivered" by the shipping carrier (USPS, FedEx, DHL, UPS, etc.), MERCHAND is no longer liable for stolen or missing packages. Please ensure your shipping address is secure. If your item is lost in transit prior to marked delivery, please contact us so we can investigate with the carrier.