Refund policy

Refund and Return Policy

Refund Policy for Manufacture-on-Demand (MOD) Products

Approximately 70% of our products are manufactured on demand, meaning they are custom-made specifically for each order. These unique items cannot be returned or exchanged due to incorrect size, color, or simply a change of mind.

Products manufactured on demand are clearly marked on each product page with the acronym MOD (Manufacture on Demand) next to the vendor name, e.g., MERCHNEST (MOD). Items without the MOD label are considered regular products and may be eligible for returns, subject to our general return policy below.

However, if you receive a damaged product or encounter a manufacturing defect, please contact us within 10 days of receiving your order. Use our contact form or email us at info@merchnest.io, and include a clear photo of the issue. Our team will promptly review the case and work to resolve the matter, including offering a refund where appropriate.

Thank you for understanding and supporting sustainable production!

General Returns

We offer a 30-day return policy, giving you 30 days from the date you receive your item to request a return.

Eligibility for Returns

To qualify for a return:

  • The item must be in its original condition, unworn or unused, with all tags attached, and in its original packaging.
  • Proof of purchase, such as a receipt, is required.

To begin the return process, contact us at info@merchnest.io. Returned items must be sent to:
Greifenseestrasse 9, Zurich 8050, Switzerland

Upon acceptance of your return request, we will provide a return shipping label and detailed instructions on how to proceed. Items sent back without prior approval will not be accepted.

For any questions or concerns regarding returns, email us at info@merchnest.io.

Damages and Issues

Please inspect your order upon receipt. If you discover any defects, damage, or if you received the wrong item, contact us immediately at info@merchnest.io so we can evaluate and resolve the issue promptly.

In case of an unsuccessful delivery, you can opt for either a reprint with an extra charge or a partial refund.

Exceptions / Non-Returnable Items

Certain products are not eligible for return:

  • Perishable goods, such as food, flowers, or plants.
  • Custom or personalized products, including special orders as highlighted above, (MOD products).
  • Personal care items, such as beauty products.
  • Hazardous materials, including flammable liquids or gases.

Additionally, sale items and gift cards cannot be returned.

If you have questions about a specific item's eligibility for return, contact us at info@merchnest.io.

Exchanges

To exchange an item, we recommend returning the original item (following our return process). Once your return is accepted, you can place a separate order for the desired item.

European Union 14-Day Cooling-Off Period

If you are located in the European Union, you are entitled to cancel or return your order within 14 days if the goods are faulty, do not meet expectations, or were misrepresented.

Under this policy:

  • You may request a replacement, repair, or a partial/full refund at no additional cost.
  • Items must be in their original condition, unworn or unused, with tags and packaging intact.
  • Proof of purchase is required.

For inquiries or assistance, contact us at info@merchnest.io.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved:

  • Refunds will be issued to your original payment method within 10 business days.
  • Please note that banks and credit card companies may take additional time to process refunds.

If you have not received your refund after 15 business days of approval, please contact us at info@merchnest.io.

Important: Customs duties and taxes paid on your order are non-refundable and remain the responsibility of the customer.

Thank you for shopping with MercHNest™!