Section 01

   

Product Categories & Return Eligibility at a Glance

   

All products on MarketMerch fall into one of three fulfilment categories. Your return rights depend on which category applies to your item:

                                                                                                                                                                                                                                                               

Category	Examples	Change of Mind?	Defects / Damage / Wrong Item?
Supplier-Fulfilled	Collectible coins, keyrings, electronics, hardware, mouse pads, lamps, books, décor, accessories	❌ Not accepted	✅ 30 days from delivery
Print-on-Demand	Canvas wall art, pre-designed clothing, printed posters, décor with standard MarketMerch artwork	❌ Not accepted	✅ 30 days from delivery
Design Your Own	Custom stickers, personalised garments, branded label rolls, custom temporary tattoos using uploaded artwork	❌ Not accepted	✅ 30 days — confirmed manufacturing defects only

         

   

Section 02

   

Supplier-Fulfilled Products

   

Supplier-fulfilled products — including collectibles, accessories, electronics, hardware, desk items, and décor — ship directly from our suppliers' warehouses. Returns are accepted for defects, transit damage, and incorrect items only. Change-of-mind returns are not supported, consistent with the terms of our fulfillment suppliers and standard dropshipping practice industry-wide.

   

Eligible Reasons for a Return or Refund

   

     
• The item arrived visibly damaged or broken in transit
     
• The item is defective and does not function as described
     
• The wrong item, variant, colour, or size was sent
     
• The item is materially not as described in the product listing
   

   

Reporting Window — 30 Days from Delivery

   

All issues must be reported within 30 days of the delivery date shown on your tracking information. This applies to all product types in this category, including electronics and hardware. Issues reported outside this window cannot be escalated to our suppliers and may not be eligible for any remedy.

   

Electronics & Hardware

   

Please test electronics promptly after receipt. If an item does not function as described or arrives damaged, contact us within the 30-day window with clear photos or a short video demonstrating the fault. We will review and coordinate a resolution with our supplier.

   

Returnless Resolutions for Low-Value Items

   

Where the cost of physically returning an item to an overseas warehouse would exceed the product's value, we may offer a returnless refund or replacement — you keep the item and we process the remedy without requiring it back. This approach is widely used in the dropshipping industry to avoid unnecessary international shipping costs and delays. It is offered at our discretion based on the item value and situation.

   

What Is Not Covered

   

     
• Change of mind or buyer's remorse
     
• Items ordered in the wrong size or colour by the customer
     
• Minor cosmetic variation within normal production tolerances — small scratches, slightly loose threads, minor surface marks that do not affect function or significantly affect appearance
     
• Damage caused by the customer after delivery
     
• Packaging damage only, where the product itself is undamaged and functional
     
• Items returned without prior authorisation
     
• Gift cards and Final Sale items
   

 

   

Section 03

   

Print-on-Demand Products

   

Print-on-demand (POD) products — canvas wall art, pre-designed clothing, posters, and printed décor — are produced individually to order by our print partners. Because every item is made specifically when purchased, change-of-mind returns are not accepted. This is the universal standard across the print-on-demand industry and is consistent with our print partners' own terms.

   

Eligible Reasons for a Reprint or Refund

   

     
• The item arrived damaged in transit
     
• A clear manufacturing or print error is present (see colour and placement notes below)
     
• The wrong product, size, or design variant was sent
   

   

Issues must be reported within 30 days of delivery with clear photographs. A physical return is not required for most POD claims — photos are sufficient for our print partners to assess and action a reprint or refund.

   

Print Placement Tolerance

   

For direct-to-garment (DTG) printed clothing and similar products, a placement variance of up to ½ inch (approximately 13 mm) from the intended print position is within the accepted production range across all major print-on-demand providers and does not constitute a defect. This is a standard industry-wide specification, not unique to MarketMerch.

   

Colour Accuracy & Screen Variation

   

Printing is a chemical process and absolute colour consistency cannot be achieved. Factors including ink formulation, substrate material, print machine calibration, and your screen's colour profile all influence the perceived result. Colour variations that fall within accepted production tolerances are not considered defects and do not qualify for a return, reprint, or refund. This policy reflects the standard terms of all major POD fulfilment providers. If you believe your item has a significant, clear print quality failure beyond normal variation, contact us with photos and we will assess it.

   

Sizing — Customer Responsibility

   

Size guides are displayed on all applicable product listings. Please check them carefully before ordering. The wrong size selected by the customer does not qualify for a return or reprint — this is standard policy across the POD industry, as the item has been produced to the specification you chose.

   

Order Cancellations

   

Contact us immediately if you need to cancel a POD order. We will attempt to stop production, but cannot guarantee it once an order has been submitted to our print partner. Once production has started, cancellation is not possible.

 

   

Section 04

   

Design Your Own — Custom & Personalised Products

       

By placing an order in the Design Your Own collection, you confirm that:

   

     
• You have reviewed your artwork, sizing, colour selections, and quantity before checkout
     
• You own or hold the necessary rights to any artwork, image, or logo you upload
     
• You understand the item is made exclusively for you and cannot be resold to another customer
     
• You accept that print placement variances of up to ½ inch on garments, and minor colour differences between screen and print, are inherent to the production process and are not defects
   

   

File Quality Is Your Responsibility

   

Output quality depends entirely on the resolution and quality of your submitted file. Low-resolution files produce low-resolution prints. We strongly recommend submitting files at a minimum of 300 DPI at the intended print dimensions. We are not responsible for print quality that directly reflects limitations of your uploaded artwork. If you are unsure, contact us before ordering and we will advise.

   

Manufacturing Defect Exception

   

If your custom order arrives with a clear production fault — incorrect cutting, a structural defect in the product, or a significant print failure not attributable to your file — contact us within 30 days of delivery with photos. Where a manufacturing defect is confirmed, we will arrange a replacement or refund at no cost to you.

 

   

Section 05

   

Damages, Defects & Incorrect Items

   

Please inspect your order upon delivery. If an item is damaged, defective, or incorrect, contact us within 30 days of the delivery date shown on your tracking. The sooner you reach out, the faster we can resolve it.

   

What to Include in Your Report

   

     
• Your order number
     
• A clear description of the issue
     
• Photographs clearly showing the damage, defect, or incorrect item
     
• For electronics: a short video demonstrating the fault where possible
   

   

We will respond within 2–3 business days. Depending on the nature of the issue, the resolution may be a replacement, a reprint, a returnless refund, or — where a physical return is necessary — instructions and a return address from the relevant supplier.

   

What Is Not Covered as a Defect

   

     
• Minor cosmetic imperfections within normal production tolerances
     
• Colour variation between screen and the physical printed or manufactured product
     
• DTG print placement within the ½-inch industry tolerance
     
• Damage caused by the customer after delivery
     
• Normal wear and tear
     
• Packaging damage where the product itself is undamaged
   

     

   

Section 06

   

Undeliverable & Unclaimed Packages

   

Packages may be held, returned to sender, or disposed of by the carrier in the following situations:

   

     
• An incorrect, incomplete, or unrecognised delivery address was provided at checkout
     
• The package was unclaimed after one or more delivery attempts
     
• The recipient refused delivery
     
• The package could not clear customs due to unpaid duties, missing documentation, or other recipient-side issues
   

       

If Your Package Is Returned to Sender

   

If a package is returned to our supplier due to a bad address or failed delivery attempts:

   

     
• We will contact you to confirm your correct details
     
• A replacement order may be arranged at your cost (product price plus shipping)
     
• Where our supplier has successfully received a returned parcel, we may be able to negotiate a partial product credit — but this is not guaranteed and varies by supplier and location
   

   

International returns to supplier warehouses can take several months and items are frequently lost or disposed of in transit. We cannot guarantee any refund where goods cannot be confirmed as returned to the supplier.

   

Unclaimed Packages

   

If your tracking shows a package is awaiting collection at a post office or carrier facility, please collect it promptly. Items held at local distribution points are typically available for a limited period before being returned or disposed of. If this happens, the same process above applies.

 

   

Section 07

   

Exchanges

   

Because all our products are dropshipped directly from suppliers, we do not hold stock and cannot facilitate direct product exchanges. The standard approach used across the dropshipping industry is to return the eligible item (where physically required) and place a new order separately once the matter is resolved.

   

Where a replacement is the appropriate remedy for a defective, damaged, or incorrect item, we will coordinate this directly with our supplier or print partner — you will not need to place a new order in those cases.

 

   

Section 08

   

How to Start a Return

       

     
1. Contact us via our Contact page with your order number, the item(s) affected, the reason, and supporting photos or video.
     
2. We review your request within 2–3 business days and advise whether it is approved, and if so, whether a physical return is required or a returnless resolution can be offered.
     
3. If a physical return is needed, we provide the correct return address and any supplier-specific packing instructions. Ship the item securely in its original packaging using a tracked service.
     
4. Confirmation & resolution. Once received and inspected by us or our supplier, we confirm the outcome and process any approved refund or replacement within 3 business days.
   

 

   

Section 09

   

Refunds

   

Once a claim is approved, your refund is processed to the original payment method used at checkout.

                                                                                                                                                                               

Payment Method	Expected Refund Timeframe After Approval
PayPal	3–5 business days
Credit / Debit Card	5–10 business days (varies by bank)
Other methods	Up to 10 business days

   

If more than 15 business days have passed since your refund was approved and nothing has appeared in your account, please contact us and we will investigate with the payment provider.

   

Shipping Costs

   

Original outbound shipping fees are non-refundable on defect or damage claims, except where required by applicable law (EU customers exercising their statutory 14-day right are entitled to a refund of standard outbound shipping — see Section 10). Where a physical return is required and the fault is ours, we cover return shipping. In all other cases, return shipping is the customer's responsibility.

   

FTC Compliance — US Customers

   

In compliance with the FTC's Mail, Internet, or Telephone Order Merchandise Rule (16 CFR Part 435): if we are unable to ship your order within the advertised timeframe or within 30 days of your order being placed, we will notify you promptly and offer you the choice to consent to the delay or receive a full refund, without you needing to request it.

 

   

Section 10

   

European Union Customers — 14-Day Cooling-Off Period

   

If your order is delivered within the European Union, you have additional statutory rights under EU Consumer Rights Directive 2011/83/EU.

       

To exercise this right, contact us via our Contact page within 14 days of delivery. You then have a further 14 days from that notification to return the item.

   

Conditions

   

     
• Item must be unused, unworn, and in its original packaging with all tags
     
• Proof of purchase required
     
• Return shipping costs are your responsibility unless the item is defective or we agree otherwise
     
• We will refund the standard outbound shipping cost alongside the product price — any premium or express shipping upgrade is not refundable
   

   

Items Exempt from the 14-Day Right — Article 16, EU Directive 2011/83/EU

   

     
• Custom and personalised goods — all items in our Design Your Own collection, made to your specifications (Article 16(c))
     
• Sealed goods opened after delivery where return is inappropriate for health or hygiene reasons (Article 16(e))
     
• Goods that deteriorate or expire rapidly (Article 16(d))
     
• Digital content where you gave prior express consent to begin and acknowledged the loss of withdrawal rights (Article 16(m))
   

   

EU Two-Year Legal Guarantee of Conformity

   

EU customers also benefit from a statutory two-year legal guarantee. If goods are defective or not as described within two years of purchase, you are entitled to a repair, replacement, price reduction, or refund. This right exists independently of, and in addition to, our voluntary return policy.

 

   

Section 11

   

United Kingdom Customers

   

UK customers are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

   

14-Day Right to Cancel

   

You may cancel your order within 14 days of delivery without giving any reason. Notify us via our Contact page within this period. You then have 14 days from that notification to return the item. We will refund your standard outbound shipping cost alongside the product price.

   

Custom Goods Exemption

   

The right to cancel does not apply to goods made to your specifications or clearly personalised, per Regulation 28(1)(b) of the Consumer Contracts Regulations 2013. This covers all products in our Design Your Own collection.

   

Consumer Rights Act 2015 — Faulty Goods

   

Goods must be of satisfactory quality, fit for purpose, and as described. If an item proves faulty within 30 days of delivery, you have the right to a full refund. Between 30 days and 6 months, you are entitled to a repair or replacement in the first instance; if neither is possible, a refund will be issued. After 6 months, you will be asked to demonstrate that the fault was present at the time of delivery.

 

   

Section 12

   

South African Customers

   

ECTA — 7-Day Cooling-Off Period

   

South African customers have a statutory 7-day cooling-off right under Section 44 of the Electronic Communications and Transactions Act 25 of 2002 (ECTA) for standard online purchases. Custom and personalised goods are exempt where the goods cannot be returned due to their made-to-order nature.

   

CPA — 6-Month Implied Warranty of Quality

   

Under Section 56 of the Consumer Protection Act 68 of 2008, an implied warranty applies that goods are of good quality, in working order, free of defects, and suitable for their intended purpose, for a period of 6 months from delivery. If a product fails this standard within 6 months, you may return it for a repair, replacement, or refund at your election.

   

Dispute Escalation — CGSO

   

If a dispute cannot be resolved directly with us, South African customers may escalate to the Consumer Goods and Services Ombud at cgso.org.za or on 0860 000 272.

 

   

Section 13

   

International Orders

   

For customers outside the US, EU, UK, and South Africa, our standard policy applies:

   

     
• Returns accepted for defects, transit damage, and incorrect items only — within 30 days of delivery
     
• Change-of-mind returns are not accepted for any international order
     
• Where a physical return is required, the customer is responsible for return shipping and any customs duties on the return shipment
     
• We strongly recommend using a tracked and insured shipping service — we cannot be responsible for items lost in return transit
   

   

Where your country's consumer law provides mandatory rights that exceed this policy, those rights apply to the extent required by local law.

 

   

Section 14

   

General Terms

   

Proof of Purchase

   

All return and refund requests require a valid proof of purchase — your order confirmation email or order number. We cannot process requests without this.

   

Condition of Returned Goods

   

Items returned in a used, worn, installed, or customer-damaged condition may be refused or subject to a partial refund reflecting diminished value. We reserve the right to assess the condition of returned goods before confirming any remedy.

   

Sale Items

   

Discounted items are eligible for the same defect and damage remedies as standard-priced items. Items marked as Final Sale at the time of purchase are non-returnable and non-refundable under any circumstances.

   

Gift Cards

   

Gift cards are non-refundable and non-returnable.

   

Changes to This Policy

   

We may update this Return & Refund Policy at any time. Changes are effective upon publication. The version in force at the time of your purchase applies to that transaction. Significant changes will be reflected in the "Last updated" date at the top of this page.