At Personalizedmerchm, we prioritize customer satisfaction. You can trust that we take extra steps to ensure timely delivery of all orders and go the extra mile to ensure your items arrive at your doorstep in a timely manner. It is important to acknowledge that while we continually strive to minimize any potential delays, external variables such as peak seasons or delivery disruptions may sometimes affect delivery schedules. Your confidence in purchasing products from us is vital. That's why we extend our buyer protection and refund policy to all customers. If your order does not arrive within the specified time as detailed in our refund policy, we will be happy to provide a full refund for your purchase.
Full refund in the following cases:
1.cancel the order:All our products are customized. If you would like to modify your order, please contact us as soon as possible. We will not be held responsible if you do not provide us with any incorrect information within 24 hours. After 24 hours, your order will go into production and can no longer be modified. Buyer assumes all risk of purchasing incorrect style and size, in which case no returns or refunds will be accepted. To cancel your order, please contact us via email: info@personalizedmerchm.com
2. Order lost:
If you do not receive your item within 30 days, or you receive a damaged/defective item, we will send you a replacement at our expense. You will be given a tracking number and we use this information to determine if your order was lost in transit or delivered. But if you still want a refund, we will process a store credit or refund once we receive your returned item.
3. Repeat orders, we will cancel and refund for you.
Return/Exchange/Refund Policy in the following situations:
1: What should I do if the following happens to the product I received?
+ The printed image is not clear.
+ Printed image is not centered.
+ The package received does not match the order.
+ Shipping damage: broken, dirty..
+ The size, color or style of the order is incorrect compared to the order.
+ Other mistakes we made..
We are sorry to hear that you have received the above incorrect product. So we can solve this problem for you, please drop us a message at info@personalizedmerchm.com with the following information:
Your Name
Your order number and product name (can be found in your order confirmation email)
Pictures of defective/incorrect items
We'll find a suitable solution soon.
NOTE: * Returns/exchanges are only accepted if the item has not been used or cleaned and is in the same condition as when you received it.
*We do not offer size exchanges/returns unless we send an incorrectly sized/defective item. For other reasons, such as sewing or printing problems, we will solve them for you one by one. Please contact us first and we will guide you through the steps.
2: What should I do if I don’t receive the package?
We regret if your order is lost in transit. We will send you a replacement at our own expense. You will be given a tracking number, which is the information we use to determine if your order was lost in transit or was delivered.
How to return goods?
Step 1: How to return the product?
– Returns must be sent back to us within 30 days of the date the package was delivered.
– To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in its original packaging, i.e. not worn, used, washed or damaged in any other way. All original stitching or tags must be intact.
– To complete a return we require a receipt or proof of purchase. You will be responsible for paying return shipping costs.
Step 2: Our Check Processing:
– Once we receive your returned item, we will send you an email letting you know that we have received the item. We will also notify you of the approval or denial of your refund as soon as possible. Check processing takes time to compare and discuss with our partners.Your refund will then be processed. Once we ship, it takes 3-5 business days to process.
– If you haven’t received your refund yet, please check your bank account first. Then contact your credit card company. Refunds may take some time to be officially issued.
– Next contact your bank. There is usually some processing time before a refund is issued. If you have done all the above and still haven't received your refund, please contact us: info@personalizedmerchm.com
Kind tips:
Before placing an order, please be sure to fill in the correct address, down to the street and house number, so that you can receive your package accurately and promptly. If the delivery address is incorrect and the delivery is unsuccessful, the customer will be responsible for the corresponding losses.
Warehouse address/return address:
Recipient: Miss Xie
Country: China
Address 1: No. 588, Wangmei Road, Linping Street, Linping District
Address 2: Room 335, Building 2
City: Hangzhou
State: Zhejiang Province
Postal code: 311100
Contact number: +86 13018905139
Email:info@personalizedmerchm.com