Returns and complaints

Straight about what is and is not possible, and what we do when something goes wrong.

Products with your design

Every product with your design, such as a racket, shirt, polo or cap, is made and printed specifically for you, with your name, logo or photo. We cannot take such a product back or resell it. That is why the legal fourteen-day cooling-off period does not apply: the law makes an exception for products made to your specifications and clearly intended for you personally (article 6:230p sub f under 1° of the Dutch Civil Code). You confirm this when ordering.

In return, you stay in control: you first get a free preview of your product to approve (the print proof), and nothing is printed until you agree. Until then you can cancel free of charge and get the full amount back.

Something wrong with the print or the product?

Does the print differ from the preview of your product that you approved, did the product arrive damaged, or do you notice a production fault? Report it within two months of discovering it, preferably with photos. Then you are always on time, even if you have already used the product. We fix it with a new print, a new product or your money back. Your approval of the preview is about the design, not about production faults: those always remain our responsibility.

Contact

Email info@merchpadel.com with your order number. All details are on the contact page. You get an answer within one working day.

The full terms are in our terms and conditions.