Refund policy

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

Because many of our products are personalized or custom-made, please read our return and refund policy before placing an order.

1. Returns & Replacements

We gladly offer a replacement or refund if:

  • You received the wrong item.
  • The product arrived damaged due to shipping.
  • The product has a manufacturing defect.
  • The product differs significantly from the approved order details due to our error.

Please contact us within 48 hours of receiving your order and provide:

  • Your order number
  • A description of the issue
  • Clear photos of the product
  • Photos of the packaging (if shipping damage is suspected)

2. Personalized & Custom Orders

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

Because of this, we do not accept returns, exchanges, or refunds for:

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

Please review your personalization details carefully before submitting your order.

3. Order Changes & Cancellation

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

Once production has begun, 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.

4. Production Time

All products are made to order.

Production time varies depending on:

  • Product type
  • Current production queue
  • Order volume
  • Customization requirements

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

5. Shipping

Orders are shipped from the Philippines using trusted courier partners such as J&T Express and LBC, depending on availability and destination.

Once your order has been shipped, you will receive a tracking number by email.

6. Refunds

If your claim is approved, we may provide one of the following solutions:

  • Replacement product
  • Repair (when applicable)
  • Full refund

The appropriate resolution will depend on the nature of the issue.

Refunds will be processed using the original payment method whenever possible.

7. Shipping Costs

If the issue is caused by our error, KMC Merch will cover all replacement shipping costs.

If the issue is not covered by this policy, shipping fees are non-refundable.

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8. 3D Printed Products

Our products are manufactured using 3D printing technology. Minor layer lines, small surface variations, and slight differences in finish are normal characteristics of the manufacturing process and are not considered defects. These characteristics do not affect the functionality or quality of the product.