Refund Policy
At MerchPanels, many of our products are made to order or personalized specifically for each customer. We want you to receive the product you ordered in good condition and as described on our website.
Please review the following policy carefully before placing your order.
1. Order Changes & Cancellations
Because most of our products are made to order, production may begin shortly after an order is placed.
If you need to change or cancel your order, please contact us within 6 hours of placing your order.
We will make reasonable efforts to accommodate eligible requests received within this period.
Once an order has entered production, we may no longer be able to change or cancel it.
For personalized products, please carefully review all names, text, sizes, colors, designs, and other personalization details before completing your purchase.
If an eligible cancellation is approved, any non-refundable payment processing fee charged to us by the payment processor may be deducted from the refund where permitted by applicable law.
2. Returns for Change of Mind or Customer Selection Errors
Because many MerchPanels products are made to order or personalized, we generally do not accept returns or exchanges for:
- Choosing the wrong size;
- Choosing the wrong color or design;
- Entering incorrect personalization information;
- Changing your mind after the product has entered production;
- Ordering the wrong product or product variant.
Please review the product description, size chart, personalization information, and order details carefully before completing your purchase.
This policy does not affect any rights you may have under applicable consumer protection laws.
3. Damaged, Defective, Misprinted or Incorrect Items
If your order arrives damaged, defective, misprinted, or materially different from what you ordered, please contact us within 7 business days after delivery.
Eligible issues may include:
- The item arrives damaged;
- The product has a manufacturing defect;
- The print is materially defective or of unacceptable quality;
- You receive the wrong product, design, color, or size compared with your order confirmation;
- The product measurements materially differ from the applicable size information provided on our website.
Please contact us with your order number, a description of the issue, and clear photographs showing the problem.
Depending on the issue, we may request:
- Photos showing the damaged or defective area;
- A photo of the complete product;
- A photo of the shipping label;
- Photos showing the size label and measurements when reporting a sizing discrepancy.
Our customer service team will review the information provided.
If your claim is approved, we will offer an appropriate resolution, which may include a replacement at no additional charge or a refund to your original payment method.
4. Returns of Physical Products
For approved damaged, defective, misprinted, or incorrect-item claims, you generally do not need to return the original product to us.
Please do not mail a product back to us unless our customer service team specifically provides return instructions.
If a physical return is required for a particular case, we will provide the return instructions and explain any applicable shipping arrangements before you send the item.
Please do not send products to the business address listed on our website without prior authorization.
5. Lost or Undelivered Orders
If your package has not arrived after the estimated delivery period stated in our Shipping Policy, please contact us with your order number.
We will review the available tracking information and, when appropriate, work with the shipping carrier or fulfillment provider to investigate the shipment.
If an order is confirmed to have been lost in transit, we will provide an appropriate resolution, which may include a replacement or refund.
We are not responsible for delivery problems caused by an incorrect or incomplete shipping address provided by the customer, refusal of delivery, or theft or loss occurring after the carrier confirms successful delivery.
If you notice an error in your shipping address after placing an order, please contact us as soon as possible.
6. Refund Processing
Once a refund has been approved, MerchPanels will normally submit the refund to the original payment method within 7 business days.
After we submit the refund, additional processing time may be required before the funds appear in your account.
The exact processing time depends on your card issuer, bank, and payment provider and is outside our direct control.
Refunds will be issued to the original payment method used for the purchase whenever possible.
7. Replacement Orders
If a replacement is approved, the replacement product will be produced and shipped at no additional product or standard shipping charge to you.
Because replacement products are also made to order, normal production time may apply before the replacement is shipped.
When available, tracking information will be provided after the replacement has been shipped.
8. Exchanges
We do not offer standard exchanges for customer-selected sizes, colors, designs, or other product options because many of our products are made to order.
If you received an incorrect, damaged, defective, or misprinted item, please contact us under the procedure described above instead of placing a new order or returning the item without authorization.
9. Personalized Products
Personalized products are created using the information submitted by the customer.
Please carefully review all personalization details before completing your purchase.
We cannot provide a refund or replacement when the product was correctly produced according to the personalization information submitted with the order.
If MerchPanels makes an error in producing the personalization compared with your confirmed order, please contact us within 7 business days after delivery so we can review the issue.
10. Color & Product Appearance
Colors displayed on a computer, phone, or tablet may vary slightly from the physical product due to differences in screen settings, lighting, materials, and printing processes.
Minor color variations that are normal for the applicable printing process are not considered defects.
However, if you believe the product you received is materially different from the product represented on our website, please contact us with photographs so we can review the issue.
11. Contact Us
If you have questions about a return, refund, replacement, or an issue with your order, please contact us:
MerchPanels
Email: [email protected]
Phone: +84 981 639 686
Address: 21 Tran Thi Nghi Street, Ward 7, Go Vap District, Ho Chi Minh City 700000, Vietnam
When contacting us about an existing order, please include your order number so we can assist you more efficiently.