This article outlines our responsibilities and those of our B2B partners – sellers, based on various legal frameworks for handling product returns.
At merchOne, we aim to deliver print-on-demand products with a smooth and reliable fulfillment process. However, we understand that issues may arise. We adhere to both European and US consumer protection laws, ensuring a fair and transparent return policy for all parties involved.
Seller Responsibility: Managing Subjective Complaints
Sellers are responsible for handling subjective complaints related to product satisfaction. This includes any complaints that aren’t directly tied to physical damage, such as:
- Customer Preferences: Any dissatisfaction stemming from customer preferences or expectations.
- Minor Imperfections: Small imperfections that do not affect the product’s functionality, like minor print variations.
- General Dissatisfaction: Any general dissatisfaction not connected to physical damage.
In these cases, the seller should work directly with the customer to resolve the issue. It is important to have clear communication with your customers and set the right expectations regarding product quality and details to avoid misunderstandings.
merchOne does not take responsibility for subjective complaints and will not refund such claims.
merchOne Responsibility: Physical Damage Claims
merchOne will help you with clear physical damage to products, including:
- Broken or Damaged Frames: Any product that arrives with broken frames.
- Significant Printing Errors: Large deviations from the design, such as misprints.
- Material Defects: Defects in the material that impact usability, such as torn canvases.
For physical damage claims, we ask our B2B partners to provide quality images of the product and packaging from multiple angles to verify the issue. Upon verification, merchOne will reprint the product up to 3 times. If this is not possible or after the 3rd unsuccessful reprint attempt, we will issue a refund in line with the following regulations.
EU-Specific Return Guidelines
In the EU, consumer protection laws are clear. The deadline for reclamation is two years from the purchase date. If the product develops faults, breaks, or has defects within this period, the consumer may request an exchange.
- Repair or Replacement: We will first attempt to reprint the damaged product.
- Refund: If reprinting is not possible, a refund will be issued to the consumer.
Shipping costs within the EU are generally covered by the B2B partner – the seller. According to EU regulations:
- B2B Relationships: In a B2B arrangement, the seller will pay for return shipping unless otherwise specified in our T&C or contract.
- Consumers: For European consumers, shipping costs related to returning faulty products must be covered by the seller.
US-Specific Return Guidelines
In the United States, there are no federal laws that regulate whether the shipping costs for damaged goods should be covered by the seller or the end-consumer. This is determined by our return policy and T&Cs.
- Shipping Costs: Depending on merchOne's agreement with the seller, shipping costs may vary for B2B partners. For B2B relationships, sellers typically cover return shipping costs unless our T&Cs specify otherwise.
We aim to provide a fair return policy that meets both legal requirements and our customers' expectations. Whether in the EU or the US, it’s important that both our merchOne partners and consumers know their rights and obligations.
Additionally, we reserve the right to charge for returns in cases where:
- Incorrect addresses were provided,
- The end customer was not present at the time of delivery,
- The end customer did not pick up the package at a pickup point or in similar situations.
Returned Parcel & Reshipment Policy
If a parcel is returned to us, we allow reshipment within 7 days of receipt. After this period, reshipment is no longer possible, as the parcel is automatically discarded. In such cases, a new order will need to be placed.
Each customer receives a tracking number upon shipment, and it is their responsibility to track their package. Unfortunately, we do not have the capacity to store returned packages indefinitely. We hold them for 7-10 days, after which they are discarded.
If a package is returned to us, the customer must contact us within the designated time frame with updated shipping information. We will then proceed with reshipping. If no contact is made, the customer will need to place a new order.
If the package was returned due to an error on the customer’s part and they fail to contact us within the required time frame, we will not be able to offer a reprint or a refund.
For specific cases or further clarification, feel free to contact our support team at support@merchone.com.