Customer information
Returns &
Refunds
In short: you have 30 days from delivery to return any item in unworn, unwashed condition with tags attached. If the item is faulty, misprinted or damaged, we cover everything including return postage.
1. Your 30-day return window
You may return any catalogue item within 30 days of the delivery date for a refund or an exchange. To be accepted, the item must be unworn, unwashed, undamaged, and returned with any tags still attached and in its original packaging where practical.
2. Faulty, misprinted or damaged items
If an item arrives with a manufacturing fault, a misprint, misplaced artwork, or damage from transit, contact us within 30 days of delivery with photographs of the problem. We will replace the item or refund it in full at our cost, and we pay the return postage. In most cases we do not ask for the faulty item back.
3. Items we cannot accept back
- Items returned more than 30 days after delivery.
- Items that have been worn, washed, altered or damaged after delivery.
- Items personalised with a customer-supplied name, number or private text, unless faulty or misprinted. Because these cannot be resold, they are exempt from change-of-mind returns.
- Face coverings and other items sealed for hygiene reasons where the seal has been broken.
4. How to start a return
- Email contact@merchixllc.com within 30 days of delivery with your order number, the SKU, and whether you want a refund or an exchange.
- For a fault, attach clear photographs of the item.
- We reply within 1 business day with a return address and instructions.
- Send the item back and keep your proof of postage.
Please do not send anything back before contacting us — returns arriving without a reference can take considerably longer to identify and process.
5. Who pays return postage
- Faulty, misprinted, damaged or incorrect item: we pay, and we refund any postage you have already paid.
- Change of mind, wrong size ordered, no longer wanted: you pay the return postage. Original outbound shipping is not refunded.
6. Exchanges
Because every item is made to order, an exchange is processed as a return followed by a new order. Once we receive and inspect your return, the replacement goes into production immediately. Standard production and delivery times then apply.
7. Refunds
Once your return is received and inspected, we email you to confirm the outcome. Approved refunds are issued to the original payment method in the original currency (USD), within 5 to 10 business days. Depending on your bank or card issuer it may take a further few days to appear on your statement.
We do not charge any restocking or processing fee. Currency conversion differences applied by your own bank are outside our control.
8. Cancelling an order
You may cancel an order at no cost at any point before production begins, which is usually within a few hours of placing it. Email us as soon as possible. Once an item has entered production it cannot be cancelled, but it can still be returned under clause 1 once it arrives.
9. Orders that never arrive
If a carrier confirms your parcel is lost, we replace or refund it in full. See the shipping page for timescales and how to raise it.
10. Please contact us before a chargeback
If something is wrong with your order, email us first. We resolve almost every issue within one business day, and a chargeback filed without contacting us slows the resolution down for both sides. Nothing in this policy affects any statutory rights you have under the consumer law of your country.
11. Contact
MERCHIX LLC
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: contact@merchixllc.com
Support hours: Monday–Friday, 09:00–18:00 (UTC)