Return & Refund Policy

Custom items are made to order

Everything we decorate is produced for you, with your logo, after you approve a mockup. Because a decorated item cannot be resold, custom orders are final sale and cannot be returned or exchanged for reasons such as a change of mind, a change in headcount, or a preference for a different color or size after production has started.

What we make right, at no cost to you

If something is wrong with your order, we fix it. Tell us within 7 days of delivery and we will replace, reprint, or credit the affected pieces.

• Decoration that does not match the mockup you approved (wrong logo, placement, size, or thread or ink color).

• Manufacturing defects in the product itself, such as broken zippers, failed seams, or leaking drinkware.

• Items damaged in transit.

• Wrong item, wrong quantity, or a missing part of your order.

How to report a problem

• Email hello@merchwell.com or reply to your order confirmation within 7 days of delivery.

• Include your order number, a short description, and photos of the issue and the packaging.

• Keep the affected items until we confirm next steps. We will send a prepaid label if we need anything back.

• We respond within one business day and confirm the remedy, replacement timing, or credit in writing.

Replacements, credits, and refunds

• Our first remedy is a replacement or reprint of the affected pieces, produced on a rush basis where possible.

• When a replacement is not practical, we issue a credit or refund for the affected pieces to the original payment method.

• Refunds post within 5 to 10 business days of approval, depending on your bank or card issuer.

• Normal production variation, such as slight differences in embroidery density, print shade, or garment dye lot within industry tolerances, is not a defect.

Blank, undecorated items

Undecorated items may be returned within 14 days of delivery if they are unused, unwashed, and in original packaging. Return shipping is the customer's responsibility and a restocking fee may apply for opened cartons. Contact us before sending anything back so we can issue a return authorization.

Cancellations and changes

• You can cancel or change an order at no charge any time before you approve the mockup and we release it to production.

• After production starts, cancellation is not possible for decorated items. Blank product that has not shipped may be cancelled less any costs already incurred.

• Approving a mockup confirms spelling, artwork, colors, sizes, and quantities. Errors that match an approved mockup are not covered, but we will always quote a reprint at cost.

Storage, kits, and drop shipments

For orders held in Merchwell storage or shipped to individual recipients, the same coverage applies. Report an issue within 7 days of the recipient's delivery date and we will replace or credit the affected pieces.