Refund policy

Return & Refund Policy

At KMC Merch, we take pride in creating high-quality, made-to-order and personalized products. Every item is carefully manufactured, inspected, and packaged before shipment.

Because many of our products are personalized or custom-made, please read this Return & Refund Policy carefully before placing an order.

1. Returns, Replacements & Refunds

KMC Merch will provide an appropriate remedy when an issue is confirmed to have resulted from an error in our production or fulfillment process.

Depending on the nature and circumstances of the issue, an approved claim may qualify for:

  • A replacement product
  • A repair, when applicable
  • A partial refund
  • A full refund

Examples of issues that may qualify include:

  • You received the wrong item.
  • An item is missing from your order.
  • The product arrived damaged due to shipping.
  • The product has a manufacturing defect.
  • The product differs significantly from the confirmed order details due to an error on our part.
  • A personalized product was produced incorrectly due to an error during our production process.

The resolution will depend on the nature and severity of the issue, whether the product can be repaired or replaced, and whether the product can reasonably be used for its intended purpose.

Please contact us within 48 hours of receiving your order so that we can promptly investigate the issue.

To help us evaluate your claim, please provide:

  • Your order number
  • A clear description of the issue
  • Clear photos of the product
  • Photos of the packaging, if shipping damage is suspected
  • A short video when necessary to demonstrate a functional issue
  • Other information or evidence that may reasonably help us investigate the issue

If you discover a manufacturing defect that could not reasonably be identified within the 48-hour period, please contact us as soon as reasonably possible so we can review the circumstances.

2. Personalized & Custom Orders

Personalized and custom-made products are produced specifically for each customer.

Because these products are created according to the customer's selections and submitted information, we generally do not accept returns, exchanges, or refunds for customer-requested changes or errors, including:

  • Change of mind
  • Incorrect personalization details submitted by the customer
  • Incorrect QR code or information submitted by the customer
  • Incorrect color, size, or design selected by the customer
  • Customer preference after production has been completed
  • Changes requested after production has started

This does not affect your rights regarding products that are defective, damaged, incorrect, incomplete, or otherwise affected by an error attributable to KMC Merch.

Please review your product selections and personalization details carefully before submitting your order.

3. QR Code Products

For QR products, KMC Merch follows a verification and quality inspection process before shipment.

We verify the QR code reproduction, inspect the finished print, and scan the completed QR product whenever possible.

If a publicly accessible QR code does not function because of an error in our production process, please contact us within 48 hours of receiving your order so we can investigate the issue.

For private or internal QR codes that require login credentials, VPN access, restricted networks, or proprietary systems, we may not be able to verify the destination itself.

In such cases, we verify the QR reproduction and print quality. Upon request, we may provide a clear photo of the completed QR code before shipment so the customer can verify it using their authorized device or application.

KMC Merch is not responsible for problems caused by:

  • Incorrect QR information submitted by the customer
  • Incorrect website or account information
  • Invalid or expired destinations
  • Changes made to the QR destination after production
  • Restricted systems that we cannot access
  • Payment or account issues with third-party services

For complete information, please refer to our QR Code Verification & Compatibility page.

4. Order Changes & Cancellation

Orders may be modified or cancelled only before production has started.

If an order is cancelled before production begins, the customer will receive a full refund of the amount paid using the original payment method, subject to the payment method's refund availability and processing timelines.

KMC Merch will not deduct payment-processing fees from an approved pre-production cancellation refund.

Once production has started, custom or personalized orders can no longer be cancelled or modified.

If you need to change personalization details, please contact us as soon as possible after placing your order. We will gladly update your order if production has not yet started.

5. Production Time

All products are made to order unless otherwise stated.

Production time varies depending on:

  • Product type
  • Current production queue
  • Order volume
  • Customization requirements
  • Seasonal demand or promotional periods

Estimated production times shown on individual product pages are provided as a guide and may change during peak periods.

Production time is separate from courier delivery time.

For complete information about production and delivery, please refer to our Shipping Policy.

6. Shipping

Orders are shipped within the Philippines using GOGO Xpress, subject to delivery location, package size, and courier availability.

Once your order has been dispatched, tracking information will be provided whenever available.

For complete information about production, shipping, delivery, and damaged packages, please refer to our Shipping Policy.

7. Refunds & Resolutions

If a claim is approved, KMC Merch will provide an appropriate resolution based on the nature and circumstances of the issue.

Possible resolutions include:

  • Replacement product
  • Repair, when applicable
  • Partial refund
  • Full refund

The appropriate resolution may depend on:

  • The nature and severity of the issue
  • Whether the product can be repaired
  • Whether the product can be replaced
  • Whether the product can reasonably be used for its intended purpose
  • Whether the issue resulted from KMC Merch or the customer

Approved refunds will be processed within 3–7 business days after the refund has been approved.

Refunds will be processed using the original payment method whenever possible. The time for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.

8. Return Procedure & Shipping Costs

If KMC Merch determines that a product must be physically returned for inspection or resolution, we will provide the customer with return instructions.

Customers must ship the item back within 7 calendar days after receiving the return instructions.

When a return is required because of a confirmed wrong item, manufacturing defect, shipping damage, missing component, or other issue attributable to KMC Merch, KMC Merch will cover reasonable return shipping costs.

Customers should not return an item unless KMC Merch has provided return instructions. Unauthorized returns may not be accepted.

If the issue is not covered by this policy, any applicable return or reshipping fees will be the customer's responsibility.

Original shipping fees are generally non-refundable unless the refund is due to an error or issue attributable to KMC Merch.

9. 3D Printed Products

Our products are manufactured using 3D printing technology.

Minor layer lines, small surface variations, subtle texture differences, and slight variations in finish are normal characteristics of the manufacturing process.

These characteristics are not considered defects when they do not affect the functionality, structural integrity, or intended use of the product.

Slight differences in color or finish may also occur due to:

  • Screen settings
  • Material batches
  • Lighting
  • The 3D printing process

These variations are normal characteristics of 3D-printed products and do not necessarily indicate a product defect.

10. How to Submit a Claim

To request a return, replacement, repair, or refund, please contact KMC Merch within 48 hours of receiving your order.

You may contact us through our Contact Us page or email us directly at:

support@kmcmerch.com

Please include:

  • Your order number
  • A clear description of the issue
  • Clear photos of the product
  • Photos of the packaging when relevant
  • A short video when necessary to demonstrate a functional issue

We may request additional information if needed to properly investigate the claim.

If a physical return is required, KMC Merch will provide return instructions. The item must be shipped within 7 calendar days after the return instructions are provided.

11. Review & Resolution

Once we receive your claim and supporting information, we will review the circumstances and determine whether the issue is covered by this policy.

If the issue is confirmed to have resulted from our production or fulfillment process, KMC Merch will provide an appropriate remedy based on the circumstances.

We will communicate the applicable resolution to the customer after reviewing the claim and available evidence.

Our goal is to resolve legitimate product issues fairly while maintaining the quality standards of KMC Merch.

Our Commitment

Every KMC Merch product is made with care and undergoes quality inspection before shipment.

We understand that personalized products are purchased for a specific purpose. We therefore take responsibility for errors that occur during our own production and fulfillment process while also protecting the customer-specific nature of made-to-order products.

If you have any questions about this policy or an existing order, please contact us:

Email: support@kmcmerch.com
Phone: +63 968 886 2026

You may also use our Contact Us page.