Refunds & Returns

Eligibility

We can assist with returns or refunds for most items within 30 days of delivery. Customised items may be eligible only for replacements in cases of defects, printing errors, or damage in transit.

• Items must be unused, in original condition, and include any supplied packaging where applicable.
• Proof of purchase (order number or receipt) is required so we can verify the order.
• We cannot accept returns for items that have been worn, washed, or altered unless there is a manufacturing issue.

Non-returnable items

The following items are not eligible for return unless faulty:

• Customised or personalised products without defects.
• Gift cards or promotional credits.
• Final sale or clearance items where stated on the product page.

How to start a return

1. Contact our support team at hello@merchable.co with your order number, photos (if applicable), and the reason for the request.
2. We will confirm eligibility and provide return or replacement options. For defective items, we may arrange a remake without requiring a return.
3. If a physical return is needed, we will share instructions and a return label where available. Items should be sent back within 14 days of approval.

Refunds & exchanges

• Approved refunds are issued to the original payment method. Processing typically takes 5–10 business days after receipt of the returned item or confirmation of issue.
• Exchanges are completed by creating a new order once the return is received or the defect is validated.
• Shipping costs are refundable only where we are responsible for an error or a defective product.

Need help?

Our team can recommend the fastest path—refund, remake, or exchange—based on the situation. Reach us at hello@merchable.co or via WhatsApp on +61 418 498 575.