Returns and Custom Product Policy

Last updated: 21 July 2026

Most Merch Story orders are made or branded specifically for the buyer. Customized products are therefore not returnable for a change of mind or after approval, except where a verified manufacturing, supply or branding defect applies.

Eligible Issues

Material product supplied is different from the approved quotation or sample
Logo or branding materially differs from the final approved artwork
Verified manufacturing defect affecting normal use
Quantity shortage confirmed at delivery
Transit damage reported with supporting evidence

Reporting an Issue

Report the issue within 48 hours of delivery with the order number, affected quantity, clear photographs and, for damaged cartons, an unboxing video where available. Products should remain unused and packing should be retained while the claim is reviewed.

Issues Not Normally Eligible

Spelling, logo, colour or placement approved by the buyer
Minor shade, size, texture or placement variation within reasonable production tolerance
Damage after delivery caused by storage, washing, misuse or handling
Change of requirement, event cancellation or preference after production
Products altered or distributed before the issue was reported

Resolution

After verification, the appropriate resolution may be rework, replacement of affected pieces, shortage fulfilment, credit adjustment or refund for the verified affected quantity. The resolution depends on the product, defect and practical availability.