Effective Date: 1 October 2025

1. Introduction

At Mother of Merch, we take pride in creating high-quality, personalised merchandise, that reflects your brand. This Returns Policy outlines how we handle returns and refunds for business (B2B) clients and individual (B2C) customers, including orders placed through our online store and at in-person events.

Because the majority of our products are made to order and customised, we do not generally offer returns for change of mind. However, we want to ensure you’re happy with your order, and we take any issues seriously.

2. Business (B2B) Orders

For business customers, returns are governed by our Terms & Conditions.

Change of Mind: As all merchandise is made to order and therefore personalised, we do not accept returns or issue refunds for change of mind once an order is confirmed.

Damaged or Defective Items: If your items arrive damaged or defective, please notify us within 5 working days of receipt at [email protected] with photographic evidence. We will assess the issue and, where appropriate, arrange a replacement or credit. Reports made after this period may not be eligible for replacement or credit.

Order Errors: If you notice an error after placing your order, please contact us immediately. If production has started or materials have been sourced, changes may not be possible and additional charges may apply.

3. Consumer (B2C) Orders — Online

For consumer orders placed through our clients’ online stores, the end customer (the buyer) is entitled to certain rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Personalised or Customised Products: These items are non-returnable and non-refundable unless they are faulty, damaged, or not as described.

Non-Personalised Products (Customer Purchases): If a consumer purchases non-personalised products through a client’s online store, they are entitled to a 14-day cooling-off period under UK consumer law. This means they may cancel their order for any reason within 14 days of receiving it and receive a refund, including standard delivery costs once the item has been returned. The consumer will be responsible for the cost of returning the item.

Mother of Merch processes these returns and refunds on behalf of our clients in line with legal requirements. Business clients will not themselves be issuing refunds - this will be handled through our system as part of the e-commerce service.

Faulty or Damaged Goods: If a consumer receives an item that is faulty, damaged, or not as described, they must contact us within 5 working days of delivery at [email protected] with details and clear images. We will arrange a replacement, repair, or refund in accordance with UK consumer law.

If an order is returned by the buyer, then our client will not receive any commission for these orders. Full details of this are contained within their contract.

4. Consumer (B2C) Orders — In Person

For orders placed at in-person events, the following applies:

Personalised or Customised Products: Non-returnable unless faulty or damaged.

Non-Personalised Products (if applicable): Consumers do not have a statutory right to a 'cooling off period' for in-person sales.

Faulty or damaged items: Consumers need to report any faulty or damaged items within 5 working days by emailing [email protected] or at the event where the item was purchased, where possible.

5. How to Request a Return

To request a return or report an issue, email [email protected] with your order number, a description of the issue, and clear photographs if applicable. Our team will review your request and provide next steps within 3 working days. If a return is authorised, we will provide instructions for shipping or returning the item.

6. Additional Information

Items returned to us without prior authorisation will not be accepted.

Refunds, where applicable, will be issued to the original payment method once we’ve received and inspected the returned item. Processing times are typically 5–10 working days after the item is received.

We are not responsible for return shipping delays or lost parcels, so we recommend using a tracked service.

7. Contact Us

If you have any questions about this Returns Policy or need assistance with a return, please contact us at: [email protected]