Effective Date: October 14, 2026
At Merchandising Experts, many of our products are customized specifically according to customer artwork, specifications, colors, measurements, and branding requirements.
Because of the personalized nature of these products, our refund policy differs from that of standard off-the-shelf products.
1. Custom Products
Custom products are generally non-returnable and non-refundable once production has started, except where a refund or replacement is required because of a confirmed manufacturing defect, incorrect product, or other qualifying issue.
This may include:
- Custom patches
- Custom apparel
- Custom headwear
- Promotional products
- Custom embroidery
- Printed products
- Personalized merchandise
2. Before Production
If you need to cancel or change an order, contact us as soon as possible.
Cancellation or modification requests may be considered only before production has started.
Once materials have been purchased or production has begun, cancellation may not be possible.
3. Artwork Approval
Customers are responsible for reviewing and approving artwork, design proofs, sizes, colors, text, and other specifications before production.
We are not responsible for customer-approved errors.
Examples include:
- Spelling mistakes
- Incorrect colors
- Incorrect dimensions
- Incorrect logo versions
- Incorrect placement
- Incorrect quantities
- Incorrect sizes
4. Defective or Incorrect Products
If you receive a product that is materially defective or different from the approved order, contact us as soon as possible.
Please provide:
- Order information
- Description of the issue
- Photographs of the product
- Photographs of packaging where relevant
- Any other information requested by our team
We will review the issue and determine an appropriate resolution.
Depending on the circumstances, the resolution may include:
- Replacement
- Reproduction
- Partial refund
- Full refund
- Store credit
- Another mutually agreed solution
5. Quality Variations
Minor variations may occur during custom manufacturing.
Small differences in:
- Color
- Thread
- Fabric
- Printing
- Stitching
- Dimensions
- Texture
- Positioning
do not automatically qualify as defects.
We will evaluate whether an issue represents a material manufacturing problem.
6. Shipping Damage
If an order arrives damaged, contact us promptly and provide photographs of:
- The damaged product
- External packaging
- Internal packaging
- Shipping label
We may work with the carrier and determine the appropriate resolution.
7. Refund Processing
If a refund is approved, it will generally be processed through the original payment method where possible.
Processing times may vary depending on the payment provider.
8. Shipping Charges
Shipping charges already incurred may not be refundable unless the issue resulted from an error attributable to Merchandising Experts or applicable law requires otherwise.
9. Customer-Caused Issues
Refunds or replacements may not be available where the issue resulted from:
- Incorrect customer information
- Incorrect artwork
- Customer-approved design errors
- Incorrect shipping address
- Improper product use
- Normal wear and tear
- Customer-requested changes after approval
- Failure to follow product-care instructions
10. Non-Custom Products
If we offer standard, non-custom products, their return eligibility may be determined separately according to the product listing and applicable law.
11. Contact Us
For refund or replacement requests:
Merchandising Experts
Email: info@merchandisingexperts.co
Phone: +1 605 197 5900