Returns

Our returns policy – Consumers

Before we get to the returns bit we just want to say - We’re proud of our past business record, the items we offer for sale and services we provide. We want you to enjoy your purchases, your shopping experience and most of all be satisfied and visit us again. We aim to be both fair and reasonable with you and hope you will be the same with us. We believe in offering you quality, service and value.

Our policy is that we will deal with any valid returns issues on a case by case basis.


For stock and blank items only. You can return an item for refund or exchange but you must notify us within 14 days of receiving it. You then have another 14 days to return the item to us. We can’t accept returns after this period unless the item itself is faulty and can be proved to be or is being returned with a valid reason. Items must be unused, unworn, unwashed, and in the original packaging in the condition it was dispatched. The item must be in the same condition as when you received it and completely fit for resale. You must notify us by email or phone prior to returning any goods or garments or by using the online returns page by clicking on the link at the bottom of this page. You must be the original purchaser and have proof of purchase the item was sold to you by us.

We cannot accept returns of goods or garments for refund if the item has been bespoke manufactured, custom manufactured or personalised with embroidery or print or any other decoration process. In the unlikely case an item itself is faulty we may issue a refund, exchange or accept a return.

We are unable to accept returns of goods or garments if they show signs of use or are damaged due to use or wear, or if you or anyone else have attempted to alter or repair an item and damaged it.

We cannot accept returns of goods or garments for refund if the item is a bespoke manufactured, individual and or custom made embroidered, printed, etched or decorated item, that has been custom produced for special projects, or been personalised or decorated with embroidery, printing, etched or any decorative process or made to order design. In the unlikely case an item itself is faulty we may issue a refund, exchange or accept a return.

Please note that many of the garments we supply are personalised / decorated / custom made / bespoke, manufactured and we cannot accept returns unless the garment itself is faulty. Please be aware current legislation does not apply to personalised goods or bespoke, custom manufactured goods made to specification.

In the case of a refund being issued we will either credit the card that you used to make payment for your item, or we’ll credit your account.
We will refund or credit the cost of the products. Delivery charges will not be refunded.

Customers must immediately report on delivery and note with the courier any damage to either packaging or goods if they are claiming missing items from their order. This type of claim also has to be verified by Merchandistore and is subject to full investigation of securely packed and visually recorded consignments that have been dispatched. You will be required to sign a legally binding declaration regarding any report of a missing item and this may be used as evidence in a court or tribunal.

For further information please ensure you refer to our terms and conditions.

Return Address Consumers 

To return items to us, please send them back to us with a note stating your name, address and order number. Our returns address is:

Merchandistore
Consumer Returns.
12 Halifax Avenue
Goole
East Yorks
DN14 6QS

PLEASE NOTE: When returning items from The Channel Islands, please ensure that the package is clearly marked as "Returns Department" to avoid incurring extra customs charges.

The cost of the return postage for a correct & non-faulty item will be at your own expense. We always recommend that customers use a recorded insured service so the return can be tracked should it go missing in transit and cost of the item is covered.

To return a stock or blank non-faulty and correct product for a refund or exchange it must be returned to us in it's original unused condition. Faulty items must be returned in a clean and dry state in regard to health and safety.
If returning goods from overseas any export / import duties will be your responsibility.

Important. Original outward postage will be refunded under the EU Consumer Contracts Regulations only if an entire order is returned to us for a full refund within 14 working days of receipt of the order. You are responsible for the costs of returning the items to us.


Our returns policy – Business / Commercial Customers

Please ensure you have selected the correct size, colour and quantity of stock , blank goods or garments, as no refund can be allowed for worn, printed, decorated or processed garments. Plain garment samples may be purchased in advance of bulk orders to confirm sizing and suitability prior to decoration if required.

Merchandistore are under no obligation to accept return of perfect garments correctly supplied.
Returns are purely at the discretion of Merchandistore, and are only accepted by prior arrangement our policy is not to accept the return of a business to business order once you have confirmed your order.  A minimum 10% handling and administrative charge will be made together with carriage costs should the goods or garments be returned.

Under no circumstances whatsoever will soiled, worn, bespoke manufactured, custom made or decorated printed, embroidered, etched or processed goods or garments be accepted back as returns.

If goods have been sent incorrectly, please contact the Merchandistore sales and service team to arrange a return.

Faulty goods must be returned within one week of supply, with the fault clearly indicated. You must contact us first to arrange for the faulty items to be returned. Returned items must be sent by a minimum of 2nd class post recorded or special delivery tracked and insured to the value of the goods, or standard royal mail recorded or special delivery , tracked and insured to the value of the goods with proof of posting or via a trackable courier with p.o.d.  Claims for shortages and damages must be made within three days of receipt. Claims for non-delivery must be made within three days of despatch.

Return Address Business / Commercial Only

To return items to us, you must contact us first prior to returning anything. On approval of a returns authority please send them back to us with a note stating your order rma, order number and contents list / delivery note. Our returns address is:

Merchandistore
B2B Returns.
12 Halifax Avenue
Goole
East Yorks
DN14 6QS

PLEASE NOTE: When returning items from The Channel Islands, please ensure that the package is clearly marked as "Returns Department" to avoid incurring extra customs charges.

The cost of the return dispatch and any duties will be strictly at your own expense. You must use a recorded insured signed for service so the return can be tracked should it go missing in transit and cost of the item is covered this is your responsibility and until such time that any returned goods are delivered to us and signed for we are not responsible for them. You are responsible for the costs of returning the items to us inclusive of all transit charges and duties.