- Wrong item sent (incorrect product)
- Item arrived damaged or defective
- Item has a manufacturing defect
- Reported within 30 days of delivery
- Item in original, unused condition
- Change of mind or buyer's remorse
- Items that have been used or washed
- Items returned without prior approval
- Requests made after the 30-day window
- Final sale or clearance items
Our Returns Policy
At MerchCaps, we stand behind the quality of every order. If something arrives wrong or damaged, we'll make it right — quickly and without hassle.
We accept return and exchange requests within 30 days of the delivery date, strictly for orders where an incorrect item was sent or the item arrived damaged or defective.
All items must be in their original condition — unused, unwashed, and with original tags and packaging intact — to be eligible for a return or exchange.
How to Start a Return or Exchange
Follow these steps to initiate your return or exchange request:
Exchanges
For approved cases — where the wrong item was sent or the item was damaged or defective — we will offer a free exchange for the correct item at no additional cost to you.
- Exchange orders are dispatched within 1–2 business days of your return being received and approved
- If the correct replacement item is out of stock at the time of your exchange, we will issue a full refund to your original payment method instead
- We do not offer exchanges for any other reason (e.g., size preference, color change, or change of mind)
Refunds
If a refund is approved, it will be issued to your original payment method. Refunds are not available in any other form (e.g., store credit, gift cards).
- Refunds are processed within 1–2 business days of the return being received and approved
- Depending on your bank or card provider, it may take an additional 5–10 business days for the refund to appear on your statement
- Original shipping costs are non-refundable unless the return is a direct result of our error
- Partial refunds may be issued in cases where only part of an order is returned
Return Shipping Costs
- Our error (wrong or damaged item): We will provide a prepaid return label or reimburse reasonable return shipping costs. You pay nothing.
- Any other approved return: The customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit back to us.
Always retain your shipping receipt and tracking number until your return has been confirmed and your refund or exchange has been processed.
Non-Returnable Items
The following items are not eligible for return or exchange under any circumstances:
- Items marked as Final Sale or Clearance at the time of purchase
- Items that have been used, washed, altered, or are not in their original condition
- Items with removed or damaged tags and packaging
- Requests submitted more than 30 days after the delivery date
- Items returned to us without a return authorization
Disputes & Chargebacks
We are committed to resolving all order issues fairly and promptly. If you experience a problem with your order, we strongly encourage you to contact us at support@merchcaps.shop before initiating a chargeback or dispute with your bank or payment provider.
Chargebacks filed without prior communication may delay resolution. We respond to all inquiries within 2–3 business days and will always work with you to reach a fair outcome.
Need to return or exchange an item?
Email us with your order number and photos. We'll get back to you within 2–3 business days.