Returns & Refund Policy

Effective Date: 20/04/2025
Website: www.makersandmerch.co.za
Business Name: Makers & Merch

At Makers & Merch, we want you to love what you ordered. If something doesn’t go as expected, we’re here to help. Please read our returns and refund policy carefully before making a purchase.

1. Custom Orders – No Returns or Refunds

Most of our items are made-to-order or customized, including:

  • Custom t-shirt designs
  • Personalized gifts
  • Printed merchandise (mugs, caps, hoodies, etc.)

Due to the personalized nature of these products, we do not accept returns or offer refunds unless the item is:

  • Damaged during delivery
  • Incorrect due to a mistake on our side (e.g. wrong size, print error)

2. Non-Custom Products

For non-personalized or stock items (if applicable), returns are accepted within 7 days of delivery provided:

  • The item is unused and in original condition
  • The original packaging is intact
  • A valid proof of purchase is provided

Please email us before returning any item.

3. Damaged, Defective, or Wrong Items

If you received an item that’s damaged, defective, or not what you ordered:

  • Email us within 3 days of receiving your order at info@makersandmerch.co.za
  • Include your order number and clear photos of the item and the packaging
  • We’ll review your claim and offer either:
    • A replacement item (at no additional cost), or
    • A full refund if the issue cannot be resolved

We cover return shipping costs for items that arrived damaged or incorrect due to our error.

4. Refund Process

If a refund is approved:

  • You will be notified via email
  • Refunds will be processed to your original payment method within 7–10 business days
  • Timing may vary depending on your bank or payment provider

5. Exchanges

We do not offer exchanges on custom items. For non-custom stock items, exchanges may be possible depending on availability. Please contact us first to confirm.

6. What Can’t Be Returned

We do not accept returns for:

  • Custom designs or personalized items
  • Sale or clearance items
  • Items returned after 7 days without prior communication
  • Products damaged due to misuse or wear and tear

7. How to Start a Return

Email us at info@makersandmerch.co.za with:

  • Your order number
  • Description of the issue
  • Clear photos (if damaged or incorrect)

We’ll guide you through the next steps from there.

8. Questions?

We’re happy to help. If you’re unsure whether your item is eligible for a return or refund, just reach out.

📧 Email: info@makersandmerch.co.za
🌐 Website: www.makersandmerch.co.za

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