Refund and Returns Policy

Printed to Order

Every iMerchy item is printed after you order it, and we hold no stock. A printed item cannot be resold, so for US orders we are unable to accept returns for a change of mind or for a size you selected yourself. UK customers have a statutory 14-day right to cancel, set out below, and we honour it. Items that arrive faulty, damaged or not as ordered are replaced or refunded at our cost.

What We Replace or Refund Free of Charge

  • The item arrived damaged in transit.
  • The item has a printing or manufacturing defect: misaligned print, cracked or peeling design, faulty stitching or a seam that has come apart.
  • You received the wrong item, wrong size or wrong colour compared with your order confirmation.
  • Your parcel was lost in transit.

In these cases you get a free replacement or a full refund of everything you paid. The choice is yours.

Time Limit

Contact us within 30 days of delivery. Claims made after 30 days can usually still be reviewed, but we cannot guarantee a free replacement outside that window.

How to Make a Claim

  1. Email [email protected] with your order number.
  2. Attach clear photos of the item and, if it was damaged in transit, of the packaging it arrived in.
  3. Tell us whether you would prefer a replacement or a refund.

We reply within 2 business days. In most cases you will not need to ship the item back to us. The photos are enough. If a return is required we will send you a prepaid label; you will never pay return postage on a faulty item.

Refund Timing

Approved refunds are issued to your original payment method. Once we process the refund, your bank or card issuer typically takes 5–10 business days to show the money in your account. We will confirm by email when the refund has been sent.

Wrong Size Ordered

Sizing charts are shown on every apparel product page. Please check them before ordering, as garment sizing varies by brand. If you order the wrong size we are not able to offer a free exchange, because the item was printed for you. Contact us anyway: we will do what we can, and we may be able to offer a discount on a replacement.

Made-to-Order Items

Every item is printed for your order specifically, which is why we cannot accept a US return for a change of mind.

United Kingdom — your 14-day right to cancel. If you are in the UK you may cancel within 14 days of receiving your order, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Tell us by email at [email protected] within those 14 days, return the item unworn and in its original condition within 14 days of telling us, and we refund the full price within 14 days of the item reaching us. You pay the return postage on a change-of-mind cancellation. Email us first and we will give you the return address.

Faulty, damaged and incorrect items are always replaced or refunded in full, in both countries, and you never pay return postage on those.

Cancelling or Changing an Order

Email us within 12 hours of placing your order. If production has not yet started we will cancel or amend it and refund you in full. Once an item has entered production it cannot be cancelled, because it has already been printed for you.

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under applicable law, including any rights you have in relation to goods that are faulty or not as described.

Contact Us

If you have any questions about this policy, please get in touch and we will reply within 2 business days.

  • Email: [email protected]
  • Phone: +44 333 054 1072
  • Registered office: Unit A, 82 James Carter Road, Mildenhall, England, IP28 7DE, United Kingdom (Hardvance LTD, company number 16616863)
  • Support hours: Monday to Friday, 9:00am – 6:00pm (UK time)