Refund, Return, and Replacement Policy

Effective Date: July 5, 2026

At BrandMerchPH.online ("BrandMerchPH", "we", "our", or "us"), we strive to deliver high-quality products and excellent customer service. Please read this Refund, Return, and Replacement Policy carefully before placing your order.

By placing an order through BrandMerchPH.online, you agree to the terms outlined below.

1. Customized and Personalized Products

Most products sold by BrandMerchPH are custom-made according to your specifications, including but not limited to:

• Custom printed shirts

• Mugs

• Tumblers

• Pens

• Stickers

• Corporate giveaways

• Promotional merchandise

• Personalized gift items

• Other made-to-order products

Because these products are manufactured specifically for you, they are generally not eligible for return, refund, or exchange, except under the circumstances described in this Policy.

2. Orders Eligible for Replacement or Refund

You may be eligible for a replacement or refund if:

• You received the wrong product.

• The product has a manufacturing defect.

• The delivered item is significantly different from the approved artwork or order specifications due to our error.

• The quantity delivered is substantially less than the quantity ordered.

• The product was damaged before or during delivery, provided the damage is properly documented upon receipt.

BrandMerchPH reserves the right to verify all claims before approving any replacement or refund.

3. Situations Not Eligible for Refund or Replacement

Refunds, replacements, or exchanges will not be granted for:

• Change of mind after production has started.

• Customer-selected incorrect size, color, quantity, or product.

• Typographical errors, spelling mistakes, or incorrect information approved by the customer.

• Customer-submitted artwork with low resolution or poor image quality.

• Slight color variations between digital proofs and printed products.

• Minor differences in print placement, cutting, sizing, or finishing that fall within normal manufacturing tolerances.

• Damage caused by misuse, improper handling, washing, storage, or normal wear and tear.

• Delays caused by courier services, weather conditions, force majeure events, or circumstances beyond our reasonable control.

4. Inspection Upon Delivery

Customers are encouraged to inspect their order immediately upon receipt.

If you believe there is a problem with your order, please notify us within seven (7) calendar days from the date of delivery.

Claims submitted after this period may no longer be accepted.

5. How to File a Claim

To help us evaluate your request, please provide:

• Your Order Number

• Full Name

• Contact Information

• Description of the issue

• Clear photographs of the product

• Photographs of the packaging (if applicable)

• Any additional supporting information requested by our Customer Support Team

Incomplete claims may delay processing.

6. Evaluation Process

Upon receiving your claim, BrandMerchPH will:

1. Review the submitted information.

2. Verify the reported issue.

3. Request additional documentation if necessary.

4. Determine whether the claim qualifies for replacement, refund, repair, or another appropriate resolution.

Our decision will be based on the evidence provided and our production records.

7. Replacement

If your claim is approved, BrandMerchPH may, at its sole discretion:

• Replace the defective or incorrect product.

• Reproduce the affected items.

• Correct the issue where reasonably possible.

Replacement production timelines may vary depending on product availability and production schedules.

8. Refunds

If a replacement is not practical or feasible, BrandMerchPH may issue a refund.

Approved refunds may be processed through:

• The original payment method, where possible;

• Bank transfer; or

• Store credit or voucher, where mutually agreed.

Refund processing times may vary depending on your payment provider or financial institution.

Shipping charges are generally non-refundable unless the refund results from our error.

9. Order Cancellation

Orders may be cancelled only before production has commenced.

If production has already started, the order may no longer be cancelled, and any payments made may be non-refundable due to production costs already incurred.

Custom artwork preparation, layout, design work, and production setup may also be non-refundable once work has begun.

10. Shipping Damage

If your package appears visibly damaged upon delivery:

• Take photographs before opening the package.

• Note the damage with the courier, where possible.

• Contact BrandMerchPH immediately.

We may require additional information to determine whether the damage occurred during shipping or after delivery.

11. Failed Deliveries

If an order cannot be delivered due to:

• Incorrect shipping information;

• Customer unavailability;

• Refusal to accept delivery; or

• Failure to claim the shipment,

additional shipping or handling charges may apply before the order can be re-shipped.

12. Limitation of Liability

Our liability for any approved claim shall not exceed the amount paid by the customer for the affected product or order.

BrandMerchPH shall not be liable for indirect, incidental, consequential, or special damages arising from the use of our products or services.

13. Consumer Rights

Nothing in this Policy is intended to limit or exclude any rights available to consumers under applicable laws of the Republic of the Philippines, including the Consumer Act of the Philippines and other relevant regulations.

14. Contact Us

If you have any questions regarding this Refund, Return, and Replacement Policy or wish to file a claim, please contact us using the contact information published on BrandMerchPH.online.

We are committed to resolving concerns fairly, promptly, and professionally.