Cancellation & Return Policy
All Merch.Music orders are made to order, so unfortunately it is not possible for us to accept returns or exchanges if an order was placed wrongly. We are committed to making your merch right the first time around and love working with our customers to achieve this.
This cancellation policy does not affect your rights when we are at fault – for example, if goods are faulty or miss-described.
All orders can be cancelled up until the artwork is approved for production. At this point we can provide a refund for the order should you wish.
Once your artwork is approved for production, no further changes can be made to the order, meaning we will be unable to cancel or amend artwork or product specifications. This is a strict policy due to our automated production process, as orders are accepted into our production run immediately.
Complaints must be registered with us within 15 days of receiving the order. Longer than this may result in the complaint not being upheld or rejected. We need to be able to verify the issue was a result of our production process or courier mishandling, this is why we need the complaint registered as soon as it is received.
All of our products come personalised to our customers’ specification. As a result of which we are unable to accept returns.
If there is a problem with the goods please contact us within 15 days to discuss the matter further.
If the goods are found to be faulty upon delivery, you may reject the order and claim a full refund once we have received the order back. If the fault is found later on, or if you delay in making a complaint beyond the 15 days specified, you may not be entitled to a repair or replacement. If the complaint is registered with us within the specified time frame, and a replacement is not available, you may claim a part or full refund of your money back if the complaint is deemed valid.
No claim for faulty goods can be made if any of the following applies: damage caused deliberately or negligence, improper use or careless maintenance, normal wear and tear, damage caused by not heeding, or incorrectly heeding the user/washing instructions.
Do you have any questions? Don't hesitate to contact us.Contact Us