Returns and Refunds

1. Your 14-day right to cancel

You can change your mind about an order you placed online. You have 14 days to cancel. The 14 days start on the day you receive the item.

If your order arrives in more than one parcel, the 14 days start on the day the last parcel arrives. You do not need to give a reason.

This right comes from the Consumer Contracts Regulations 2013. It applies to merch and to resale items.

2. How to return an item

1. Tell us you want to cancel. Email communicate@merchables.io with your order number. Say which items you are returning.
2. We reply with the return address and any steps for your item.
3. Pack the item safely. Send it back within 14 days of telling us.
4. Keep your proof of postage until you have your refund.

If you live outside the UK, the return address may be in your region. We tell you when you contact us.

For change-of-mind returns, you pay the postage. We tell you this before you pay. Please use a tracked service. You are responsible for the item until it reaches us.

Send the item back in the condition you received it. We may reduce your refund if you handled the item more than you needed to check it, and it lost value.

3. When you get your refund

• We refund you within 14 days of getting the item back. If you send proof of postage first, we may refund on that date instead.
• We refund to the card or Apple Pay account you paid with.
• We refund the price of the item and the standard delivery you paid, if any.
• If you chose a faster delivery than our standard delivery, the extra cost is not refunded.

4. Faulty, misprinted or damaged items

By law, items must be of satisfactory quality, fit for purpose and as described. This is in the Consumer Rights Act 2015. If an item is faulty, misprinted or damaged, you do not pay to send it back.

• Within 30 days: you can reject the item and get a full refund.
• After 30 days: you can ask for a repair or a replacement. If that does not work, you can ask for a price reduction or a refund.
• Within 6 months: we must prove the fault was not there when you got the item, if we disagree with you.

To report a problem, use the app: Settings, then Support, then Report a problem. Add your order number and clear photos of the problem. You can also email communicate@merchables.io. We pay the return postage if we ask for the item back.

5. Our quality promise

If your merch arrives misprinted or damaged, or you are not happy with the print quality, we send you a free reprint or give you a full refund. You choose.

We also send the design back for review, so the creator and our team can fix any problem with the print file. This promise is in addition to your legal rights above. It does not replace them.

6. Orders delivered outside the UK

Faulty, misprinted, damaged or wrong items

1. Report the problem in the app: Settings, then Support, then Report a problem.
2. Add your order number and clear photos of the problem.
3. Report it within the times in Faulty, misprinted or damaged items.
4. We send you a free reprint or give you a full refund. You choose.

You do not need to send the item back unless we ask. If we ask, we pay the return postage.

Change of mind

The 14-day right to cancel and the return steps above apply to you too. For change-of-mind returns, you pay the postage. Return postage from outside the UK can cost more than postage within the UK.

If you paid import taxes or fees on delivery, we refund them only where the law requires us to.

7. Resale items

Resale items have the same 14-day right to cancel and the same rights for faulty items. If an item is not as described, see Buyer protection.

8. Need help?

Email communicate@merchables.io or visit Support. Nothing on this page reduces your legal rights.