Refund policy
Last updated: July 23, 2026
Store: Merch Collect
Email: support@merchcollect.com
Phone: +1 805-510-0118
Support Hours: Monday to Friday, 9:00 AM to 5:00 PM ET
Please do not send any item back without contacting us first. If your return is approved, we will provide the correct return address and return instructions.
Return Policy Summary
- We accept returns for both defective and non-defective products.
- Return requests are accepted within 30 days of delivery.
- Returned items must be new, unused, unworn, unwashed and in their original condition.
- Returns are accepted by mail only.
- The customer is responsible for return shipping unless the item is damaged, defective, incorrect or has a production or print issue caused by us.
- We accept exchanges for eligible items.
- We do not charge a restocking fee.
- Approved refunds are processed within 10 business days.
Our Return Policy
At Merch Collect, we want you to be happy with your order. If you need to return an item, you may request a return within 30 days after your order is delivered.
To be eligible for a return, the item must be new, unused, unworn, unwashed, in its original condition and returned with its original packaging when possible.
We accept returns for both defective and non-defective products, provided the return request is approved by our support team and the item meets the eligibility and condition requirements outlined in this policy.
How to Start a Return
- Email us at support@merchcollect.com.
- Include your order number, the item you want to return and the reason for your request.
- If the item is damaged, defective, incorrect or has a production or print issue, please include clear photos of the product, packaging and shipping label.
- If your return is approved, we will provide return instructions and the correct return address.
- Please use a trackable shipping service when returning an item. We are not responsible for return packages lost in transit.
Items That Can Be Returned
New and unused items may be returned within 30 days of delivery if they meet our return condition requirements.
Returned items must be:
- Unused, unworn and unwashed
- Free from stains, odors, pet hair, smoke, perfume, deodorant marks or visible wear
- In their original condition
- In the original packaging when possible
- Returned with proof of purchase
- Approved by our support team before being sent back
Non-Defective Returns
We accept returns for eligible non-defective items within 30 days of delivery.
Non-defective returns may include products returned because of size preference, color preference, change of mind or other customer preference reasons, provided the item is new, unused, unworn, unwashed and in its original condition.
For approved non-defective returns, the customer is responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to an error on our part.
Damaged, Defective, Incorrect or Misprinted Items
If your order arrives damaged, defective, incorrect or with a production or print issue, please contact us as soon as possible so we can review the issue and provide an appropriate solution.
Please include:
- Your order number
- A clear photo of the entire item
- A close-up photo showing the issue
- A photo of the packaging
- A clear photo of the shipping label
After reviewing your request, we may offer a replacement, exchange, store credit, partial refund or full refund depending on the circumstances.
In some cases, we may not require the defective or incorrect item to be returned. Please wait for instructions from our support team before sending anything back.
Product Condition
We only accept returns for items that meet our return condition requirements.
Items that have been used, worn, washed, damaged after delivery, stained, altered or returned with strong odors may be refused.
For wall art products such as posters and canvas prints, items must be returned without customer-caused damage, excessive creasing, tears, stains, mounting damage or other signs of use.
Exchanges
We accept exchanges for eligible items within 30 days of delivery.
Items must be unused, unworn, unwashed and in their original condition. Exchanges are subject to product availability and return eligibility.
If you would like to exchange an item for another size, color or eligible product variation, please contact us at support@merchcollect.com before sending anything back.
If the requested replacement is unavailable, we may offer an alternative product, store credit or refund.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card company or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at support@merchcollect.com.
Return Shipping and Fees
- Returns are accepted by mail only.
- For approved non-defective returns, the customer is responsible for return shipping costs.
- If the return is due to our error, such as a damaged, defective, incorrect or misprinted item, we may provide a prepaid return label or another appropriate solution.
- Original shipping charges are non-refundable unless the return is due to our error or otherwise required by applicable law.
- We do not charge a restocking fee.
Items That May Not Be Accepted
We may refuse a return if the item does not meet our return eligibility or condition requirements.
Returns may be refused if the item is:
- Used, worn or washed
- Damaged after delivery by the customer
- Stained, altered or missing parts
- Returned with strong odors or visible signs of use
- Returned without prior approval
- Returned outside the 30-day return window
- Returned without proof of purchase
- Not in a condition suitable for return under this policy
Customized or Personalized Products
Customized or personalized products may not be eligible for return for change-of-mind reasons unless otherwise required by applicable law.
If a customized or personalized item arrives damaged, defective, incorrect or with a production or print issue caused by us, please contact us so we can review the issue and provide an appropriate solution.
Lost, Stolen or Undeliverable Packages
Please make sure your shipping address is complete and correct before placing your order.
- If your package is marked as delivered but you cannot find it, please check with household members, neighbors, your building office, mailroom and the shipping carrier first.
- Please also check around your property or any safe delivery locations where the carrier may have left the package.
- If the package is returned to sender because of an incorrect, incomplete or undeliverable address provided by the customer, we may require payment of additional shipping costs before reshipping the order.
- We are not responsible for packages lost or stolen after the carrier confirms delivery to the address provided at checkout, but we will assist you in reviewing the issue where reasonably possible.
Order Address Changes
Please review your shipping address carefully before completing your purchase.
If you need to change your shipping address, contact us as soon as possible at support@merchcollect.com.
We cannot guarantee that an address can be changed after an order has entered processing or has been shipped.
International Returns
For international returns, return shipping costs, customs fees, duties, taxes and related charges are the customer’s responsibility unless the return is due to an error on our part or otherwise required by applicable law.
If you return an international order, please mark the package as “Return – No Commercial Value” where applicable and permitted.
We are not responsible for customs charges or import fees incurred because a return package was incorrectly declared by the sender.
EU and EEA 14-Day Right of Withdrawal
If your order is shipped to a country in the European Union or European Economic Area, you may have a legal right to cancel or return eligible purchases within 14 days of receiving your order, subject to applicable laws and exceptions.
To exercise this right, you must notify us within the applicable withdrawal period.
Unless otherwise required by law or the return is caused by our error, return shipping costs are the customer’s responsibility.
Certain customized, personalized or made-to-order products may be excluded from the statutory right of withdrawal where permitted by applicable law.
Unauthorized Returns
Please do not send items back without first receiving approval and return instructions from Merch Collect.
Returns sent without authorization may be delayed, refused or returned to the sender.
The business address listed on our website is not necessarily our product return address. Returns must only be sent to the address provided by our support team after your return request has been approved.
Business Information
Merch Collect
2020 13th St
Boulder, CO 80302
United States
Email: support@merchcollect.com
Phone: +1 805-510-0118
Please note that the business address above should not be used for product returns unless our support team specifically instructs you to return an item to that address.
Questions?
If you have any questions about your order, return eligibility, exchanges or refunds, please contact us at support@merchcollect.com.
Our support team is available Monday to Friday, 9:00 AM to 5:00 PM ET.