Refund Policy

1. Replacement & Refund Eligibility

You may request a replacement or refund within the applicable claim window (7 days for India / 30 days for USA) in the following cases:

• Manufacturing defect — Product received with print misalignment, misprinting, fabric issues, or stitching problems
• Wrong item received — Product differs from what was ordered (wrong design or product type)
• Damaged in transit — Product arrived damaged due to courier mishandling
• Lost in transit — Shipping status confirms item is lost (verified with logistics partner). If an order is not attempted for delivery within 15 days (Air) or 20 days (Surface), we will reship or refund.
• Order cancellation — Order cancelled before production begins (see Section 6)

In all eligible cases, we will first offer a free replacement. A monetary refund is issued only if the same product is out of stock or replacement is otherwise not possible.

2. Proof Requirements (Mandatory)

To process any claim, the following proof is mandatory:

1. Unboxing video — A continuous video recording of you opening the sealed package and revealing the product. This is the single most important proof.
2. Clear photos — At least 3 photos showing the defect/damage clearly
3. Photos of packaging — Images of the outer courier packaging (especially for damage claims)
4. Order ID — Your MerchNique order number

3. How to File a Claim

1. Contact us within the claim window (7 days India / 30 days USA)
2. Email support@merchnique.com with:
   • Your order ID
   • Unboxing video
   • Clear photos of the product and packaging
   • Brief description of the issue
3. Our team will review and respond within 48 hours
4. If approved, a replacement will be shipped or a refund initiated

Claims submitted after the applicable window may still be considered, but may incur reprinting/reshipping charges.

4. Refund Timeline

If a monetary refund is approved (when replacement is not possible):

Refund timelines depend on your bank or payment provider. MerchNique initiates the refund within 48 hours of approval. Refunds are always credited to the original payment method. India payments are processed via Razorpay; USA payments via Stripe.

5. Partial Refunds

In case of multi-item orders where only some items are eligible, a partial refund or replacement will be issued for the affected items only. Shipping charges are refunded only if the entire order is affected.

6. Order Cancellation

You may cancel your order only before it enters production. Since our products are printed on-demand, production may begin within minutes of order confirmation.

• Cancel immediately via the MerchNique app under My Orders, or email support
• If the order status has moved to "Processing" or beyond, cancellation is not possible
• Successful cancellations before production receive a full refund including any shipping charges

7. Non-Refundable / Non-Replaceable Cases

• Claims submitted after the applicable claim window (7 days India / 30 days USA) without prior communication
• Products that have been washed, worn, or altered
• Change of mind or personal preference (print-on-demand products are custom-made)
• Wrong size ordered by the customer — please refer to our Size Guide before ordering
• Minor colour variations — slight differences between the design on screen and the printed product are inherent to digital printing (DTG/DTF) and are not considered defects
• Size tolerance of ±0.5 inches — this is standard for apparel manufacturing and is not grounds for return
• Products damaged during unboxing by the customer (e.g., cut by scissors) — unless an unboxing video proves otherwise
• Claims without an unboxing video where the cause of damage cannot be verified
• Orders shipped via India Post where tracking is limited — delivery disputes for India Post orders are subject to India Post's own tracking confirmation

8. COD Order Refusals

If a Cash on Delivery order is refused at delivery, the package is returned to our warehouse. Customers who repeatedly refuse COD orders may be restricted from placing future COD orders. No refund is applicable for refused COD orders as no payment was collected.

9. Tips for a Smooth Claim Process

• Always record your unboxing — start recording before opening the sealed package
• Keep original packaging — retain the courier cover and product packaging until you are satisfied with the product
• Note damage at delivery — if the package appears damaged when the courier arrives, mention it in the delivery remarks
• Check size chart — refer to our size guide before ordering to avoid wrong-size issues

10. Grievance Redressal

If you are unsatisfied with the resolution, you may escalate your complaint to our Grievance Officer at grievance@merchnique.com. Complaints will be acknowledged within 48 hours and resolved within 30 days as per the Consumer Protection (E-Commerce) Rules, 2020.

11. Contact

For refund or replacement queries, contact us at support@merchnique.com.