The short version
| Situation | What happens | Who pays postage |
|---|---|---|
| Damaged, misprinted or faulty | Free replacement, or a full refund if you’d rather | Us — and you won’t need to post it back |
| Wrong item or size sent | We send the correct one | Us |
| Wrong size ordered | Exchange for a different size | You, for the return leg |
| Changed your mind | Refund once the item is back with us | You |
Damaged or misprinted items
Every shirt is printed to order, and occasionally one comes out wrong — a print flaw, a mark on the fabric, damage in transit.
Message us within 30 days of delivery with a photo of the problem and we will send a replacement free of charge. You do not need to post the original back. If you would rather have your money back than a replacement, say so and we’ll refund you in full.
A photo is all we need. It lets us tell the printer what went wrong so the same fault doesn’t reach anyone else.
Exchanges and change of mind
We accept returns and exchanges within 30 days of delivery. The item needs to be unworn, unwashed and in its original condition.
For a change of mind or a size swap, you cover the return postage. Once the item reaches us we’ll either send the replacement size or refund you.
Because everything is made to order, we’d genuinely rather help you get the size right first time — check the size chart on the listing, and message us if you’re between sizes. We’ll tell you honestly which way to go.
How to start a return
- Message us on Etsy — open your order and use “Contact the shop”. This links your message to the order automatically.
- Include your order number — and, if the item is faulty, a photo of the problem. That is everything we need to sort it in one reply.
We aim to reply within one working day. You’ll get return instructions and, where a replacement applies, we’ll get it into production straight away rather than waiting for the original to come back.
Refunds
Refunds go back to your original payment method through Etsy. Once we approve the refund it typically appears within 3–5 working days, though your bank may take a little longer.
For faulty items we refund the full amount including any postage you paid. For a change of mind we refund the price of the item.
Your legal rights
Nothing here affects your statutory rights. Under UK consumer law you have the right to a refund, repair or replacement if goods are faulty, not as described, or unfit for purpose — and that right stands regardless of the 30-day window described above.
Contact us
Contact: Message us on Etsy
Shop: etsy.com/shop/MerchMadhouse
Response time: within one working day
MerchMadhouse is an independent clothing brand based in the United Kingdom.