Refund & Returns Policy

At Merch Mixer, operated by MERCHNTS LLC, we want you to be delighted with every purchase. This policy explains how returns, exchanges, and refunds work, and sets out your rights under United States and Australian consumer law.

1. 30-day return window

You may request a return within 30 days of receiving your order. To be eligible, items must be unused, in the same condition you received them, and in their original packaging with any tags attached. Proof of purchase (your order number or receipt) is required.

2. How to start a return

Email support@merchmixer.com with your order number and the reason for the return. We’ll respond with return instructions and the return address. Please do not send items back before receiving those instructions, as returns without prior authorisation may not be processed.

3. Refunds

Once we receive and inspect your return, we’ll notify you of the outcome. Approved refunds are issued to your original payment method within 5–10 business days, though your bank or card issuer may take additional time to post the credit. Original shipping charges are non-refundable unless the return is due to our error or a faulty product.

4. Exchanges

The fastest way to get the item you want is to return the original (once approved) and place a new order. If you need a different size or variant, contact us and we’ll help arrange it.

5. Faulty, damaged, or incorrect items

If your item arrives damaged, defective, or you received the wrong product, contact us within 7 days of delivery with photos of the issue. We will arrange a replacement or a full refund, including any return shipping costs, at no charge to you.

6. Return shipping costs

For change-of-mind returns, you are responsible for return shipping. For faulty, damaged, or incorrect items, we cover return shipping. We recommend using a trackable service, as we cannot guarantee that we will receive your returned item.

7. Non-returnable items

Certain items cannot be returned for hygiene or safety reasons (for example, personal-care items once opened), gift cards, and final-sale or clearance items marked as non-returnable. This does not affect your rights for faulty goods.

8. Your rights under Australian Consumer Law

For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time; if this is not done, you may reject the goods and seek a refund. These remedies are in addition to the return options in this policy.

9. Your rights in the United States

Nothing in this policy limits any non-waivable rights you may have under the consumer-protection laws of your U.S. state. Where a product does not conform to what was advertised, you may be entitled to a remedy in addition to the options above.

10. Order cancellations

If you need to cancel an order, contact us as soon as possible. We can usually cancel and fully refund an order before it is dispatched. Once an order has shipped, our standard return process applies.