Refund Policy

Thank you for choosing MerchGears! Please take a moment to review our order terms and conditions. These terms apply to all orders placed on our website, and we reserve the right to amend them without prior notice whenever necessary. Please note that we also hold the discretion to make final decisions regarding any issues arising between both parties.

Returns and Refunds

At MerchGears, customer satisfaction is our priority. We offer a 30-day return policy for all orders. However, please be aware that returns due to user errors, such as incorrect selection of sizes, designs, or colors, are generally not accepted.

Order Adjustment and Cancellation

  1. You can adjust certain order details within 6 hours of order placement by contacting us at support@merchgears.com. After this timeframe, the order will proceed to production, and no further adjustments or cancellations can be made. Please note that if you cancel your order within 6 hours, a non-refundable payment fee will apply.

  2. Please consider the following:

    • Personalized items' designs cannot be adjusted after order confirmation.
    • Changes to color or size can be made unless they affect the final item's price.
    • Cancellation of items with applied promotions must be requested within 6 hours and may impact promotion eligibility.

Replacement and Refund

  1. Conditions for replacement or refund (if applicable):

    • If your order doesn't arrive within 45-60 business days.
    • If your order has quality issues, please file a claim within 7 business days from the receipt date shown on the package's tracking details.

  2. We are committed to providing quality products and offer replacement for:

    • Flawed products
    • Poor print quality
    • Products different from those represented on our site

    Email us at support@merchgears.com with photos of the received product and any quality-related issues.

  3. To support your claim, please provide:

    • Photos of quality issues or damaged parts
    • Photos of incorrect items received
    • Photos of the size label and the product measured with a ruler
    • Photo of the original shipping label

  4. After approval, replacements or refunds will be processed within 7 business days. Expect to receive tracking numbers for replacement products 1-7 business days after production starts. Refunds will be processed within 3-5 business days after the refund request is processed.

  5. You are not required to return the item under any circumstances. Unauthorized returns will not be reimbursed. Contact us at support@merchgears.com within 7 business days of order delivery to resolve your issue.

Late or Missing Refunds

If you haven't received a refund yet, check your PayPal account and contact PayPal for assistance. For further inquiries, email us at support@merchgears.com.

Exchanges

We only exchange defective or damaged items. To initiate an exchange, email us at support@merchgears.com. If approved, you'll receive an email outlining the exchange process.

Disclaimer

  1. Provide requested information/documentation related to your order upon request. Failure to provide complete/accurate details may result in account suspension/termination or refusal of support.

  2. We are not liable for shipment issues due to recipient unavailability, incorrect address, refusal, or theft after delivery. Ensure accurate information before checkout. Contact us at support@merchgears.com for corrections after order confirmation.

  3. We are not liable for claims due to user errors, such as incorrect sizes or colors.

  4. Large products may have creases due to packaging. Spread flat for 3-5 days to remove wrinkles.

Contact Us

For any questions, reach out to us:

  • Email: support@merchgears.com
  • Call: 0084382377473
  • Address: Room 301, Seabank Building, Lot 7B, Le Hong Phong Street, Ngo Quyen District, Hai Phong City, Viet Nam

We're here to provide exceptional service and support for a seamless shopping experience.