RETURN, REFUND & CANCELLATION POLICY
Guidelines and criteria for returns, exchanges, refunds, and order cancellations.
Effective Date: 10 August 2026
1. ORDER CANCELLATION
A customer may request cancellation before the order has entered the preparation, printing, packaging, or dispatch process. Once the product has entered production or has been dispatched, cancellation may not be possible. Customers should contact us through our official WhatsApp Business channel as soon as possible if they wish to cancel an order.
2. RETURNS
Return eligibility depends on the condition and reason for the return. A return may be considered where the customer has received:
- A wrong product
- A wrong size due to an error on our part
- A defective product
- A significantly damaged product
- A product with a printing or manufacturing issue
Products must generally be unused, unworn, unwashed, and in their original condition, along with the original packaging where applicable.
3. SIZE SELECTION
Customers are responsible for selecting the correct size when placing an order. Customers should carefully check the size information provided by themerchstore® before confirming their order. A return or replacement may not be available for an incorrect size selected by the customer, except where the wrong size was sent by themerchstore®.
4. WRONG OR DAMAGED PRODUCT
If you receive a wrong, defective, or damaged product, contact us through our official WhatsApp Business channel as soon as possible after delivery. We may request photographs, videos, order details, or other information necessary to verify the issue. After verification, we may offer an appropriate solution, which may include replacement, refund, or another resolution where applicable.
5. CHANGE OF MIND
Returns or refunds may not be available simply because a customer changes their mind after the order has been confirmed, particularly after the product has entered preparation, printing, or dispatch.
6. REFUNDS
If a refund is approved, it will be processed using the applicable payment method or another suitable method communicated by themerchstore®. The time taken for the refund to reflect may depend on the payment provider or financial institution.
7. RETURN SHIPPING
Where a return is approved because of an error attributable to themerchstore®, we will communicate the applicable return shipping process to the customer. Where a return is requested for a reason that is the customer's responsibility, the customer may be responsible for applicable return shipping costs.
8. FRAUDULENT OR ABUSIVE CLAIMS
We reserve the right to investigate return or refund requests and may refuse claims that appear fraudulent, abusive, repeatedly misused, or inconsistent with the actual condition of the product, subject to applicable law.
9. HOW TO REQUEST A RETURN OR REFUND
To request a return, replacement, refund, or cancellation, contact themerchstore® through our official WhatsApp Business channel and provide:
- Order details
- Customer name
- Registered mobile number
- Reason for the request
- Photographs/videos where relevant
10. POLICY CHANGES
We may update this policy from time to time. The latest version will be available on our website.
11. CONTACT
For return, refund, replacement, or cancellation requests, contact themerchstore® through our official WhatsApp Business channel or the contact details provided on our website.
Business Name: TheMerchStore®
Email: themerchstoresupport@gmail.com
Mob No: 9185209997
12. ADDITIONAL RETURN, EXCHANGE & REFUND GUIDELINES (TMS)
Please read these terms carefully before initiating a return or replacement request with TheMerchStore® (TMS).
No Change-of-Mind Returns or Exchanges
TMS does not accept returns or exchanges for change of mind, personal preference, colour preference, or incorrect size selection by the customer.
Defective, Damaged or Incorrect Product
If you receive a defective, damaged, or incorrect product, please contact TMS immediately after receiving and opening the parcel. Such cases will be reviewed and, if approved, TMS will provide an appropriate replacement or refund.
Report Within 24 Hours
Customers must contact TMS within 24 hours of delivery if there is any issue with the product. Clear photographs and/or an unboxing video may be requested to verify the claim.
Product Condition
For an approved return, the product should be unused, unwashed and in its original condition, with the original tags and packaging intact, unless the nature of the issue makes this impossible.
Return Process
For an approved return, the customer will be required to submit the parcel at the nearest designated Maruti Courier office/branch. TMS will provide the customer with the necessary return instructions.
Return Shipping Cost
If the return is approved because the product supplied by TMS is defective, damaged, or incorrect, TMS will bear the applicable return shipping cost or reimburse the applicable return shipping cost as communicated by TMS.
Customer's Responsibility for Return Submission
The customer is responsible for safely packing the product and submitting the parcel at the designated Maruti Courier office/branch as instructed by TMS.
Refund
If a refund is approved, it will be processed after the returned product is received and inspected by TMS. The refund will be made through the applicable payment method used for the order, subject to applicable payment-processing timelines.
Replacement
Where a replacement is approved, TMS will dispatch the replacement product subject to availability. If the same product is unavailable, TMS may offer an alternative resolution or refund, as applicable.
Unboxing Video
Customers are strongly encouraged to record a continuous unboxing video from the sealed parcel until the product is fully opened. This may help TMS verify claims relating to damage, missing items, or incorrect products.
Non-Eligible Returns
Returns may not be accepted where the product has been used, washed, altered, damaged after delivery, or returned without prior approval, except where applicable law provides otherwise.
Inspection & Approval
All defective, damaged, or incorrect-product claims are subject to verification by TMS. TMS may request photographs, videos, order details, or other reasonable information to assess the claim.
Consumer Rights
Nothing in this policy is intended to limit or exclude any rights or remedies available to customers under applicable consumer protection laws.
TheMerchStore® Support & Official Address
Business Name: TheMerchStore®
Email: themerchstoresupport@gmail.com
Customer Support: +91 91852 09997
Operating Hours: Monday – Saturday, 10:00 AM – 6:00 PM
Principal Address: Ram Apartment, Flat No 3, Shanti Nagar, Bhusawal, Jalgaon, Maharashtra – 425201, India
Please read our policies carefully before placing an order through our official WhatsApp channel.