Overview
Our refund and returns policy lasts 7 days. If 7 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
- Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after delivery
Refunds
Returns or replace
Customer’s satisfaction is our most important thing, in this belief, we promise to replace or refund under the following situations:
| Ship wrong item/wrong size/wrong address(different from provided information)/damaged item(the damage can be seen clearly). 1.Wrong Garment: Receive a wrong garment brand. 2.Wrong Item: Received a wrong Product type. If Official Merchandise sent wrong parcels, customers are allowed to keep parcels at their own disposal. | Replace or Full Refund |
| Low printing quality and wrong position of printing.1: Blurry Print: Edges of the print are out of focus, not distinct. Design details are fuzzy, distorted and do not represent the quality of the print file.2: Design Placement Issue: Too Low/Too High/Right/Left/Wrong area/Crooked/Reversed: The placement of the printed design does not match the designed placement to the extent that it becomes noticeable by End Customer and the initial design is distorted. (See supplementary note①)3: Peeling Print: Print coming off in pieces.4: Scaling Issue: Design printed too large or too small, to the extent when it becomes noticeable to the End Customer and noticeably differs from the artwork. | Replace or Full Refund |
| The actual product is quite different from the announced size: the actual product is more than 1-3cm bigger or smaller than the announced size chart.Sizing Issue: The size of the garment measured according to the standard instructions does not match the size chart of Official Merchandise, which more than 1-3cm bigger or smaller. | Replace or Full Refund |
| The actual product is quite different from the announced color.Colouring Issue: The printed colour differs from the colour used on the design to the extent where the outcome noticeably differs from the mockup. Mostly because the wrong colour code was chosen by Provider or due to wrong technical settings. (See supplementary note②) | Replace or Full Refund |
| Quality can not satisfy customer’s requirements.1:Broken/Holes/Mechanical/Torn:Item arrived flawed due to Provider’s or Carrier’s act or omission. Including but not limited to: broken mugs; garments with holes or torn; items having mechanical issues, such as a poor functioning zipper or a non-functioning clock. (See supplementary note③)2:Embroidery issues. Including but not limited to: wrong colour thread used on the whole design or parts of it; crooked; protruding or loose threads; missing parts of the design;wrong thread density.3:Stains:Obvious Ink spots, smears or any other unknown stains on the garment or item that do not exist on the artwork and distort the design. (See supplementary note④) | Replace or Full Refund |
| The product is out of stock. If customer place an order at Official Merchandise, but the product is out of stock and we haven’t noticed customer in advance. | Full refund |
| Logistics guarantee Under normal conditions1. Parcel is lost during shipping.2. Logistic is not updated for 30 days.Note: Due to the long shipping time for orders in remote areas, some orders take 2-3 months to deliver, and the logistics guarantee does not apply to remote areas. | Replace or Full Refund |
| Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product has been received. And the customer should provide the Official Merchandise Unique QR code or shipping list. For packages damaged, all claims must be submitted no later than 72 hours after the delivered time. Claims deemed an error on our part are covered at our expense. | |
However, as a product-customized company, Official Merchandise is not responsible for the lost caused by some special circumstances and reasons. Official Merchandise has the right not to assist in providing after-sale service, including but not limited to the following situations.
| Customer fill a wrong shipping address/size or color/design file | No replace or refund |
| All claims are submitted over two weeks after the product had been received. | No replace or refund |
| The color is not the same between mock up and design. (See supplementary note⑤) | No replace or refund |
| Damaged or deformed product— Product is damaged or deformed by customers | No replace or refund |
| Wrong or insufficient recipient information—The parcel cannot be delivered properly due to the wrong or insufficient recipient information provided by customers; | No replace or refund |
| Parcel unsigned issue— Under normal logistics conditions, Customers do not sign for parcel due to personal reasons | No replace or refund |
| The logistics stagnation caused by political movement/natural disaster risk/military control/warfare and force majeure factors is not within the scope of responsibility. | No replace or refund |
| Because of shoes’ different material, and different monitors’ display color, the real object color will have deviation from the mock up provided by the customer.(See supplementary note⑥) | No replace or refund |
If you or your customers have an issue on the products or anything else on the order, please submit a problem report.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1.the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2.sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons.
therefore Official Merchandise reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
Supplementary notes：
note ①
 Order AKA |  Received wrong design |
note ②
 Ordered Blue |  Received dark Blue |
note ③
 Order Hoodie without hole |  Received Hoodie with hole |
note ④
 Ordered without stain |  Received Obvious stains |
note ⑤
 Mock up is Haze blue |  Design is Bright blue |
note ⑥
 Customer’s Design Color |  Final Color Effect |
Sale
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@officialmerch.store.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to Official Merchandise Office.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at support@officialmerch.store for questions related to refunds and returns.