Returns and refunds

Something arrived wrong

If an item is misprinted, damaged or defective, tell us within 30 days of receiving it and we will make it right.

A valid claim gets a free reshipment or a full refund — your choice. You do not have to send the item back. There is no return label to print and nothing to pack.

Email hello@merchfly.app with:

• Your job number (it starts with MF-).
• Photos of the item showing the problem clearly.
• A photo of the packing slip that came in the parcel.

That is everything we need to open the claim with our fulfilment partner. Send it while the item and its packaging are still in front of you — the photos are what settles the claim.

The parcel never arrived

If a package is lost in transit, tell us within 30 days of the estimated delivery date and we will reship or refund it, same terms as above. Check with anyone who might have taken it in first, and check the tracking link in your dispatch email — parcels marked delivered are occasionally with a neighbour or a mailroom.

You ordered the wrong size

Here is the honest position, stated plainly rather than buried: custom-decorated goods cannot be returned or exchanged because you changed your mind or ordered the wrong size. A shirt with your logo on it cannot be resold to anyone else, so we cannot take it back.

Two things protect you before you commit:

• Check the garment and the sizes listed on the product page. Cuts differ sharply between brands — a medium in one mill’s shirt is not a medium in another’s. If you are unsure how a specific line runs, email us before you order and we will tell you.
• Get a sample before a large run. Ask us for a sample kit, or put a single piece through first where the decoration method allows it — embroidery and direct-to-garment start at one. It is the cheapest insurance there is on a big order.

And check the size breakdown on your order confirmation the day it arrives. Approving the proof is the last moment anything can change.

You want to cancel

Before you approve the proof: cancel for a full refund. Production has not started, nothing has been decorated, and the order is still an unconfirmed draft at our fulfilment partner. Email us and it is done.

Once production starts: the order cannot be cancelled. The blanks are being decorated with your artwork at that point and the work cannot be undone.

This is why we proof every job and wait for you: the approval step is your genuine last look, and we will not start without it.

The address was wrong

If the delivery address you gave is insufficient or incorrect, the parcel comes back to the fulfilment facility. We will contact you for a corrected address and reship it — but reshipment is charged, because the first shipment was already paid for and used. Check the address on your order confirmation the day you get it; the earlier you catch it, the more likely we can fix it before the parcel moves.

How refunds arrive

Refunds go back through Stripe to the original card. There is no other route — we cannot refund to a different card, to a bank account, or as store credit.

We issue the refund as soon as the claim is agreed. It typically takes 5–10 business days to appear on your statement after that, depending on your bank. If it has not landed after ten business days, email us and we will send you the Stripe reference to give your bank.

What counts as a defect

Ink on fabric will not match a screen exactly, and print placement varies by roughly half an inch because a person positions it. Those are manufacturing tolerances, not defects, and they are set out in our terms of sale. A crooked or smeared print, the wrong garment, the wrong size against your approved proof, or a hole or stain — those are defects, and they are covered above. If you are not sure which you have, send the photos and we will tell you straight.

Contact

Every claim starts with an email to hello@merchfly.app. There is no returns portal and no phone queue — a person reads it. Include the job number and the photos and we can usually resolve it in one reply.