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.
Returned Parcel & Reshipment Policy
If a parcel is returned to us, we usually allow reshipment within 7 days of receipt. After this period, reshipment might no longer be possible, as the parcel is automatically discarded. In such cases, a new order needs to be placed.
Each customer receives a tracking number upon shipment, and it is the customers responsibility to track their package.
For specific cases or further clarification, feel free to contact our support team at support@merchone.com.