Refunds & Returns

At Malted Merch®, we want you to be completely satisfied with your purchase. As we sell Dropship print-on-demand products, we strive to offer high-quality items that met your expectations. However, in the event that something goes wrong, we have outlined our return and refund process below to make sure everything is fair and clear.

1. General Policy Overview

  • Eligibility for Returns: You can request a return or refund if your product is misprinted, damaged, or defective. Claims must be submitted within 10 days from the date you receive your order.
  • Lost in Transit: If your package is lost in transit, claims must be submitted within 10 days after the estimated delivery date.
  • Incorrect or Insufficient Address: If you provide an address that is considered insufficient by the courier (e.g., missing apartment numbers, incorrect postal code), the shipment will be returned to our facility. In this case, you will be responsible for any reshipping costs once we have confirmed the updated address with you (if and as applicable).
  • Buyer’s Remorse and Incorrect Size: We do not accept returns or offer refunds for buyer’s remorse (e.g., changing your mind after purchasing) or for products where the incorrect size or color was selected. Please make sure you check size guides and details carefully before placing an order.

 

2. How to Initiate a Return or Refund

If you experience an issue with your order, please follow these steps:

  1. Contact Us: Email us at info@maltedmerch.com with the details of the issue (misprint, defect, damage, or lost in transit).
  2. Provide Documentation: For damaged or defective products, please attach a clear photo showing the issue. For lost packages, provide your order number and shipping details.
  3. Our Review Process: We will review the claim and assess the situation. If the issue is found to be our fault (e.g., misprinting or defects), we will advise you on the next steps to resolve the issue.
  4. Return Address: If the return is approved, the return address will typically be our dropshipping partner's facility. Please do not send a return without prior confirmation from our team.

3. Return Conditions

  • Condition of Product: Items must be returned in their original, unused condition. We will not accept returns for items that have been washed, worn, or altered.
  • Custom or Personalized Items: Products that are personalized or made to your specifications are non-returnable except in cases of defect or damage.
  • Sealed Goods: For health and hygiene reasons, products such as face masks are non-returnable once the seal is broken.

 

4. Refunds Process

  • Refund Approval: Refunds will only be processed after we have received the returned product and have verified that the issue is covered under our refund policy.
  • Refund Timeframe: If approved, refunds will be processed within 7-10 business days of receiving the returned product.
  • Refund Method: Refunds will be issued using the same payment method you used for the original purchase.

 

5. Special Conditions

  • South Africa: In accordance with the South African consumer protection act, returns are not accepted for personalized products or sealed goods that have been unsealed.

 

6. Contact Information for Customer Support

If you need to contact us regarding a return or refund, please reach out to our customer service team at:

We will do our best to assist you and resolve the issue as quickly as possible.

 

7. Final Notes

  • Unclaimed Returns: If a return shipment is not claimed within 30 days, the items will be donated to charity, and no refund or replacement will be issued.
  • Liability: If you provide incorrect or insufficient shipping address, we are not liable for any returns or shipping costs. In such cases, reshipment will be your responsibility.
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