Refund and Returns Policy
Last updated: 15.07.2026
This Refund and Returns Policy explains how returns, refunds, cancellations and order issues are handled on the M8RCH website, available at m8rch.com.
The M8RCH website is owned and operated by M8RCH LTD, Reg. Number: 17296644, located at 239 Kensington High Street, London, England, W8 6SN.
By placing an order on the M8RCH website, you agree to this Refund and Returns Policy.
1. General Policy
M8RCH provides custom printed clothing and branded apparel. Many products sold through the website are made to order, personalised or produced according to customer-submitted designs, artwork, text, logos, size selections, colour choices and other order details.
Because of this, custom-made or personalised products may not be eligible for return or refund simply because the customer changed their mind, selected the wrong size, uploaded the wrong design or entered incorrect order details.
This does not affect your legal rights if an item is faulty, damaged, not as described or incorrectly produced due to our error.
2. Custom and Personalised Products
Products that include customer-uploaded artwork, logos, text, personalised graphics or custom design placement are considered custom or personalised products.
Once a custom order has been submitted and entered production, it may no longer be possible to cancel, change or return the item unless:
- the product is faulty;
- the product arrives damaged;
- the product is materially different from the confirmed order;
- the wrong item was sent;
- the error was caused by M8RCH or our fulfilment process.
Customers are responsible for reviewing all order details before completing checkout, including product type, size, colour, quantity, design placement, spelling, uploaded artwork and delivery address.
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3. 14-Day Return Window and Return Instructions
Where an item is eligible for return, you must contact us within 14 days of receiving your order.
To request a return, contact us at [email protected] with:
- your order number;
- your full name
- the email address used for the order;
- a description of the issue;
- clear photos of the product, packaging and any defect or damage, where relevant.
After we review your request, we may send you a return form to complete. If the return is approved, we will also provide return instructions and the return address where the item should be sent.
Returned items must be securely packed to avoid damage during transit. We recommend using a tracked delivery service, as the customer may be responsible for the item until it reaches us.
Items returned without prior approval, without a completed return form where requested, or sent to an address not provided by M8RCH may not be accepted.
4. Eligible Returns
A product may be eligible for return, replacement or refund if:
- the item is faulty;
- the item arrived damaged;
- the wrong product was delivered;
- the product is materially different from the order confirmation;
- the print or production error was caused by M8RCH;
- the item is not personalised and is eligible for return under applicable law.
We may request photos, additional details or return of the item before approving a refund or replacement.
5. Non-Returnable Items
Unless required by law, we do not accept returns or provide refunds for:
- custom printed or personalised items made according to your order;
- items where the customer selected the wrong size, colour or product;
- items containing artwork, text or logos uploaded incorrectly by the customer;
- orders with spelling mistakes or design errors submitted by the customer;
- items damaged by misuse, washing, ironing, drying or improper care;
- items that have been worn, washed, altered or used;
- items returned without approval;
- items returned after the return window has expired;
- gift cards, digital products or downloadable files, if offered.
6. Size and Colour Responsibility
Customers are responsible for checking product descriptions, size guides and available product information before placing an order.
Minor differences in colour, print position, sizing or appearance may occur due to screen settings, product type, fabric characteristics, production method or normal manufacturing tolerances.
Such minor differences are not considered faults unless the product is materially different from the order confirmation or legally considered not as described.
7. Order Cancellations
You may request order cancellation by contacting [email protected] as soon as possible after placing your order.
We will try to assist, but cancellation is not guaranteed.
If the order has already entered production, printing, packing or fulfilment, cancellation may no longer be possible.
If cancellation is approved before production starts, we may issue a refund to the original payment method through the third-party payment provider.
8. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, contact us at [email protected] within 14 days of receiving the item.
Please include clear photos showing:
- the full product;
- the defect, damage or incorrect print;
- the packaging, if damaged;
- the shipping label, where relevant.
- After reviewing the issue, we may offer one of the following:
- replacement;
- reprint;
- partial refund;
- full refund;
- another reasonable solution depending on the situation.
9. Return Conditions
Returned items must be:
- unused;
- unwashed;
- unaltered;
- in the same condition as received;
- returned with original packaging where possible;
- sent back with any tags, inserts or accessories included in the package.
We may refuse a return or reduce the refund amount if the item is returned used, damaged, incomplete or not in resaleable condition, unless the return is due to a fault or error caused by M8RCH.
10. Return Shipping Costs
Return shipping costs may depend on the reason for the return.
If the return is due to a fault, damage, wrong item or production error caused by M8RCH, we may cover reasonable return shipping costs or provide another suitable solution.
If the return is accepted for any other reason, the customer may be responsible for return shipping costs.
Original shipping fees may not be refundable unless required by law or unless the return is due to our error.
11. Refund Review Time
After we receive your refund request and all required information, we will review the request within 4 business days.
In some cases, review may take longer if we need additional information, photos, supplier confirmation, courier investigation or payment provider review.
We will contact you by email with the outcome of the review.
12. Refund Processing Time
If your refund is approved, it will be processed to the original payment method where possible.
Approved refunds are usually submitted within 14 days after approval or after the returned item is received, depending on the case.
The time it takes for the funds to appear in your account may depend on your bank, card issuer or payment provider.
M8RCH does not collect or store full payment card details. All payments and refunds are processed through third-party payment providers.
13. Exchanges
We may offer a replacement or reprint instead of a refund where appropriate, especially if the issue can be resolved by sending the correct or corrected item.
Because many products are made to order, exchanges for a different size, colour or product are generally not available unless the item is faulty, incorrect or otherwise eligible under this policy.
14. Chargebacks and Payment Disputes
If you have an issue with your order, you should contact us first at [email protected] so we can review and resolve the matter.
Submitting a false, abusive or unjustified chargeback may result in account suspension, order cancellation, refusal of future orders and recovery of costs where permitted by law.
We reserve the right to provide order records, design files, delivery proof, communication history and other relevant evidence to the payment provider or bank in response to a chargeback or payment dispute.
15. Contact Information
If you have any questions about this Refund and Returns Policy, please contact us:
M8RCH LTD
Reg. Number: 17296644
Address: 239 Kensington High Street, London, England, W8 6SN
Email: [email protected]
