Last Updated: April 2025
Returns & Refunds Policy
Custom Products & Design Work
• All sales final: Custom‑made items and design services (apparel, accessories, prints, digital design work, etc.) are non‑refundable and non‑returnable once approved or production has started—without exception.
• No customer‑error refunds: We cannot offer refunds for mistakes you make (wrong size, colour, specs) or for dissatisfaction with the final design or quality unless it is defective.
• Unique items: Each product is made to your exact files and preferences, rendering it ineligible for resale and thus ineligible for returns.
Product Defects & Damages
72‑hour claim window: If your order arrives damaged or defective, email us at hello@merchdrop.co.uk within 72 hours of delivery with
• Clear photos of the defect or damage
• Your order number
• A brief description of the issue
• Approval & replacement: Once approved, we will reprint or replace the item at no charge. We may require the defective item back—return shipping and labels are covered by us only if the defect is confirmed.
• Production timeline: Allow up to 20 business days for your replacement to be produced and shipped.
Digital Products
• Final sale: All digital downloads, templates, or design files are non‑refundable once accessed or downloaded.
Non‑Custom Items (Shop Items & Supplies)
• 14‑day return window: You may return unused, non‑custom products (blank goods or general supplies) within 14 days of delivery.
• Condition requirements: Items must be in original packaging, in the same condition received, and accompanied by your order number and invoice.
• Return shipping: Customers cover return postage, customs duties, and import fees on non‑defective returns.
How to Start a Return
• Request authorization: Email hello@merchdrop.co.uk with your order number and reason for return.
• Await instructions: Do not ship anything until you receive an approved return label or specific instructions.
• Ship back: Follow the provided instructions. Unauthorized returns will not be accepted.
Mistakes on Your Order
• Pre‑production changes: If you spot an error in your custom order (wrong file, specs), contact us immediately. If production hasn’t begun, we’ll try to accommodate your change.
• Post‑production changes: Once production starts, modifications may be impossible or subject to additional charges.
International Orders
• Customs & duties: We’re not responsible for unpaid import fees or duties. Any returned international shipments due to unpaid fees are not refundable.
• Customer responsibility: Please verify your country’s import regulations before ordering.
Final Notes
• Discretionary handling: All refunds or reprints are at our sole discretion, though we aim to be fair and responsive.
• Review carefully: Please double‑check every detail—size, colour, design files—before confirming your order.
• Questions? We’re here to help. Contact us at hello@merchdrop.co.uk with any concerns or clarifications.