Refund and Returns Policy

At Merch Milk, we want you to be completely satisfied with your purchase. If for any reason you’re not happy with your order, we’re here to assist you. Please take a moment to read through our returns policy to understand the guidelines and procedures for returning items.

Ready-Made and Stock Items:

• You have the right to return ready-made or stock items within 14 days from the date of delivery, provided they are in their original condition, undamaged, and in their original packaging.
• To initiate a return, please contact our customer support team within the 14-day period. They will guide you through the return process and provide you with the necessary instructions.
• Once we receive the returned items and verify their condition, we will process your refund or exchange. The refund will be issued using the same payment method used for the original purchase.

Customised Orders:

• Customised orders, including items that have been personalised or made-to-order, are exempt from our standard returns policy. These orders are created specifically to your specifications and cannot be returned unless there is an issue with the order due to a production or manufacturing fault.
• If you receive a customised order with defects or manufacturing flaws, please contact us immediately. We will work with you to resolve the issue and ensure you receive a replacement, refund or a solution that suits you.

Important Notes:

• We recommend inspecting your order as soon as it arrives to ensure its condition and accuracy. If you notice any discrepancies or issues, please notify us promptly.
• Returns that do not meet our specified guidelines may be subject to a restocking fee or may not be eligible for a refund.
• Return shipping costs for eligible returns of ready-made and stock items will be the responsibility of the customer, unless the return is due to a manufacturing fault.
• It’s important to keep your proof of return shipment until we confirm the receipt of the items.

How to Initiate a Return:

To initiate a return, request an exchange, or report an issue with a customised order, please reach out to our customer support team via WhatsApp, email or phone. They will guide you through the process and provide you with all the necessary information and support.