Refund policy
We want you to be happy with what you receive. This policy explains when you can return an item and how refunds work. It sits alongside our Terms of Service, and it does not affect your legal rights.
Master Merch is a trading name of Master Marketing & Print Limited, registered in England and Wales, company number 12767324, VAT number GB 353 6655 80, registered office 43 Earls Way, Durham, DH6 4BU, United Kingdom.
To start a return or report a problem, email info@master-marketing.co.uk with your order number.
Personalised and made-to-order items
Most of what we sell is printed or embroidered to order. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14-day right to change your mind does not apply to goods that are made to your specification or are clearly personalised.
That means we cannot offer a refund or exchange on personalised items simply because you have changed your mind, ordered the wrong size, or no longer want them. Please check your size, colour and personalisation carefully before ordering — the size guide on each product page is there to help.
This does not affect your rights if an item is faulty, damaged, or not what you ordered. See "If something is wrong" below.
Non-personalised stock items
If you have bought a plain, non-personalised stock item, you may change your mind within 14 days of receiving it.
- Email us within those 14 days to tell us you are cancelling.
- Return the item to us within 14 days of telling us, unused, unwashed, and in its original condition and packaging with any tags still attached.
- You pay the cost of returning it. We recommend a tracked service, as the item is your responsibility until it reaches us.
- We will refund you within 14 days of receiving the item back, or of you sending us proof of postage, whichever is earlier.
We refund the price you paid plus standard outbound delivery. If you chose an express or upgraded delivery service, we refund only the standard rate. We may reduce your refund to reflect any loss in value if the item has been handled more than was necessary to check it.
If something is wrong
If an item arrives faulty, damaged, misprinted, or is not what you ordered, tell us as soon as you can — ideally within 30 days of delivery — and send photographs of the problem along with your order number.
Under the Consumer Rights Act 2015 you are entitled to:
- a full refund if you reject the item within 30 days of delivery;
- a repair or replacement after those 30 days; and
- a full or partial refund if a repair or replacement is not possible or does not fix the problem.
We pay return postage on faulty or incorrectly supplied items. You will never be out of pocket for our mistake.
Please note that small variations in print position, print size and garment colour between items are a normal feature of garment printing and are not treated as faults.
Where the error is in what you supplied
If the item was produced correctly from artwork, spelling, names, numbers or details that you supplied or approved, we cannot offer a free replacement — the item has been made exactly as instructed. Tell us anyway: we will always look at it and will do what we reasonably can to help, often at a reduced reprint cost.
Cancelling before we make your order
Items go into production quickly. If you need to change or cancel an order, email us immediately. If we have not yet started production we will cancel and refund you in full. Once production has begun we may not be able to stop it.
How refunds are paid
Refunds go back to the original payment method. Once we process a refund, it usually appears within 5 to 10 working days, depending on your bank or card issuer. We will email you when the refund has been issued.
Group, club and creator store orders
Where you have ordered through a store we host for a creator, club, business or group, this policy still applies between you and us. Items in these stores are made to order, so the personalised-goods exception above will normally apply.
Contact
Email info@master-marketing.co.uk and we will tell you where to send your return. Please do not send anything back before contacting us, as we may not be able to process an unannounced return.