Return and Cancellation Policy

At Merch Robot, we take great pride in ensuring that our products meet the highest quality standards. However, if you receive a faulty or damaged product, we are happy to help you with the return and replacement process. Please follow the below instructions to initiate a return:

Email us at support@merchrobot.com with:

1. The date of your purchase
2. Your order number
3. Details of the product you wish to return
4. Reason for returning the product
5. A photo highlighting the fault/damage

Once we receive your email, we will assess your request and get back to you within 3-5 business days with further instructions. Please note that we reserve the right to refuse a return if the product does not meet our return policy criteria.

What Can Be Returned:

Only items that have been ordered on www.merchrobot.com are the only ones covered by the return policy. Our branded products that might be sold through other channels are exempt from it. You must have made the purchase and gotten an invoice directly from our company website. 

Products that are faulty, damaged or have a faulty print (differing from the virtual proof you may have received) may be returned. No returns are accepted after 14 days of your order being delivered/received. We do not accept returns for change of mind, errors in approved proofs, errors from non 'print-ready' artwork, or if the customer chooses the wrong garment size.Print dimensions and print placement measurements are within +-2cm and anything outside of this can be considered faulty.

Please ensure that you double-check the size chart and select the correct size before placing your order. If you have any doubts, please contact our customer support team for assistance.

Here are some things to keep in mind to avoid conflicts in the printing and delivery domains:

• Spelling, punctuation, and grammatical errors made by the customer are the responsibility of the customer.
• If you approve a proof with mistakes, we are not responsible for those mistakes once the item is printed.
• We strive to produce high-quality prints, but we rely on the quality of the artwork uploaded by the client. If low-quality artwork is provided, it may result in a poor print.
• There may be up to a 5% difference in design printing colors and size, as well as the actual garment colors.
• Errors in user-selected options such as product type or size are the responsibility of the customer. Please use our size guide for measurements listed in each product description.
• Please keep in mind that some garment shrinkage may occur during washing.
• Courier delivery timeframes may vary due to circumstances beyond our control.

We value our customers and strive to ensure a positive experience for everyone. If you have any concerns or questions about the above policies, please don't hesitate to reach out to us.

Return Shipping:

Once we have approved your return request, we will provide you with instructions on how to ship the product back to us. The cost of shipping the product back to us will be borne by the customer. We do not reimburse shipping charges in any form.

The only times when we are able to accommodate return shipping are:

• Damaged upon arrival: We're sorry to hear your product arrived damaged! If there was an issue during shipping, whether it was the courier's fault or not, please don't hesitate to reach out and we'll take care of everything.
• Missing components: We understand how frustrating it can be to receive a product with missing or defective parts. We're here to help and can either send you the replacement components or facilitate a return to get you what you need.
• Incorrect items: Oops! Sounds like there was a mix-up with your order! We'll make it right by sending you the correct items and coordinating the return of the incorrect ones.
• Malfunctioning or defective: We're sorry to hear that the product you received isn't working properly. We want you to be satisfied with your purchase, so we'll send you a replacement and make arrangements for the defective item to be picked up.

MerchRobot’s Address:

UNIT 3, 51 HOLBECHE ROAD

ARNDELL PARK, NSW 2148

When shipping your item:

• Please take care to pack them carefully in the original packaging to ensure they remain in good condition during transit.
• Attach the shipping label to the outside of the satchel or carton
• Ensure that the goods are in re-saleable condition before sending them to our warehouse.
• It's important that you ship the item(s) to the correct warehouse, so if you're unsure, don't hesitate to reach out to us for assistance.

Please note that we do not refund or exchange for shipping or supplier stock delays. We reserve the right to reject any return based on the re-saleability factor.

How long until I get my refund?

You receiving your refund on time is as important to us as it is to you, and we want to make sure it happens as quickly and smoothly as possible.

• If you paid with a credit card, you can expect to receive your refund within 3-15 days of receiving the refund email. This timeline is dependent on the processing time of your credit card company.
• If you paid through PayPal, you'll receive the refund as soon as you receive the refund email.

We want to assure you that we don't charge any processing fees, so you can be sure that the full amount of your refund will be returned to you.

We appreciate your business and want to thank you for choosing to shop with us. If you have any further questions or concerns about your refund, please don't hesitate to reach out to us.

Cancellation policy:

Cancellation of an order is only possible during its pending state. An order is in the pending state for approximately 30 seconds only, after which it transitions to the Confirmed state automatically. Once that happens, cancellation is no longer an available option.

We appreciate your understanding and cooperation in following our return policy. If you have any questions or concerns, please do not hesitate to contact our customer support team at support@merchrobot.com or (02)8880-3731.