Refund Policy

Last Updated: August 2026

We are aware that the satisfaction of our customers is important to us at Brand Merchandise. As most of our products are customized to meet the client's requirements (printed with logos, engraved, embroidered, branded etc.), it is important to understand our refund policy is based on this kind of business. Please be sure to read the terms below before ordering.

General Refund Policy

• We don't refund customized items, as most of our products are made-to-order, until the product has been made, unless the product is defective, damaged or deviated substantially from the order.
• Refunds (if applicable) will be made for genuine quality issues, manufacturing defects or errors on our part (we supplied the wrong product, wrong customization, wrong quantity etc.).

Eligibility for Refund

If you are eligible for a refund or replacement you may:

• Product is defective or damaged on receipt.
• Product is not the same as ordered (Wrong item, Incorrect branding/Logo, or Incorrect specifications).
• There is a manufacturing fault that affects the usability or appearance of the product.
• There was a mistake on our part and the customer cancelled the order as it wasn't delivered in the time communicated.

Non-Refundable Situations

The following will not be eligible for a refund:

• Change of mind after order confirmation and production has started.
• Small differences in color, shade or texture that occur when the image is displayed on a screen or naturally occur in the material (e.g. wood, crystal, jute).
• Any mistakes in artwork, logo, spelling or design which were agreed by the customer before the artwork was produced.
• Delay due to wrong shipping details supplied by the client.
• Products used, modified, and damaged after delivery as a result of mishandling.

Refund Request Process

1. Raise a Request: Send us your orders details, and photos/videos of your product & packaging within 48 hours of delivery (in case of damage or defect).
2. Review: Your team will look at the problem and could ask for more information and/or photos for verification.
3. Resolution: If approved, we'll provide a replacement or repair or refund as are available depending on the nature of problem and availability of product.
4. Refund Timeline: The refunds will be processed in 7-10 business days from the date of the approval, to the original payment method.

Bulk and Corporate Order Refunds

• If any quality or quantity difference is found, the same must be reported within 48 hours of delivery with supporting documents (Photos, Delivery Challan, etc.).
• Partial refund or replacement will be made for the affected defective/incorrect units only and not for the entire order unless the defect/incorrect applies to the entire order.

Cancellations

• Orders may be cancelled prior to the start of production. After customization / production has begun, there may be no opportunity to cancel or a cancellation fee may apply to offset the material and labour costs already incurred.
• For the details, please see our Cancellation Policy.

Contact Us

If you have any refund related enquiries or wish to make a request, please contact us:

• Phone: +91 8368493276 | +91 9711819791
• Email: infobrandmerchandise@gmail.com
• Address: A-52, Hari Vihar, Near MCD Office, New Delhi
• Send SMS: Quick support available.