--- title: "Returns, Refunds & Cancellations — Merchhaus" description: "Read the Merchhaus policy for cancellations, returns, exchanges and refunds for online, event and custom orders." lang: en json-ld: --- [![Merchhaus](/merchhaus-logo.svg)](/) [Home](/)[About](/about)[Event Merchandise](/event-artist-merchandise)[Corporate Apparel](/corporate-apparel)[Our Process](/how-it-works)[CONNECT](/contact)[SHOP](https://www.merchhaus.store) Legal # Returns, Refunds & Cancellations Policy Last updated: 24 September 2026 We want you to be happy with your Merchhaus order. This policy explains when you can cancel, return or exchange an item, in line with the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). ## At a glance Situation Timeframe What you get Changed your mind on an online order Within 7 days of receiving it Full refund, less the direct cost of returning it Faulty or defective item Within 6 months of receiving it Your choice of repair, replacement or refund Wrong item or size sent by us Report within \[48 hours\] of receiving it Correct item or full refund, at our cost Wrong size ordered by you Within \[14\] days of receiving it Exchange, subject to stock Custom or branded order Not returnable unless faulty or different from the approved proof Reprint, replacement or refund if we're at fault ## 1\. Cancelling an online order (cooling-off period) For purchases made on our websites, you can cancel within 7 days of receiving your goods, without giving a reason. We'll refund what you paid within 30 days of your cancellation. The only charge is the direct cost of returning the goods to us. This cooling-off right does not apply to: - Items made to your specifications or clearly personalised, including branded corporate orders. - Purchases made in person, such as at an event merchandise stand. ## 2\. Faulty or defective items Under the CPA, if an item is defective within 6 months of delivery or collection, you can return it and choose whether we repair it, replace it or refund you. This covers event stand purchases too. Please keep your proof of purchase, such as your order email or card slip. This doesn't cover normal wear and tear, damage from misuse, or damage from washing or care that goes against the care label. ## 3\. Exchanges for size If you ordered the wrong size, you can exchange an item within \[14\] days of receiving it, as long as it's unworn, unwashed and has its original tags and packaging. Exchanges depend on stock, which can be limited for tour and Fan Club items. If your size isn't available, we'll offer store credit or a refund. At events, please check sizing before you leave the stand. We'll exchange items at the stand during the event where stock allows. ## 4\. Pre-orders You can cancel a pre-order for a full refund at any time before it's dispatched or ready for pickup. After you receive it, section 1 applies. If a pre-order is delayed, see [section 6 of our Terms & Conditions](/terms-and-conditions#pre-orders). ## 5\. Custom and branded orders Because these goods are made to your specifications, they can't be returned for a change of mind. If an item is faulty, or doesn't match the artwork proof you approved, we'll reprint, replace or refund it. You can cancel a custom order **before** production starts. We may deduct reasonable costs we've already incurred, such as artwork setup or stock ordered specially for you. Once production has started, the order can't be cancelled. ## 6\. How to return an item 1. Email [hello@merchhaus.co.za](mailto:hello@merchhaus.co.za) within the timeframe above, with your order number, the item and the reason, plus photos if it's damaged or faulty. 2. We'll reply with return instructions. Please don't send items back before we've confirmed. 3. Pack the item securely. For change-of-mind returns and exchanges, the item must be unworn, unwashed and in its original packaging with tags attached. ## 7\. Refunds Once we've received and inspected the return, we'll refund you to your original payment method within \[10\] business days, and within 30 days of a cooling-off cancellation. If the return is due to our error, we'll also refund the delivery and return shipping costs. ## 8\. Contact Questions about a return? Contact us at [hello@merchhaus.co.za](mailto:hello@merchhaus.co.za) or +27 82 562 1522. ![Merchhaus](/merchhaus-logo.svg) [](https://www.linkedin.com/company/music-republik/)[](https://www.instagram.com/merchhausza)[](https://www.facebook.com/people/Merchhaus/61592627625975/)[](https://www.tiktok.com/@merchhaus_za) No catalogues. Just conversations. [Home](/)[About](/about)[Event Merchandise](/event-artist-merchandise)[Corporate Apparel](/corporate-apparel)[Our Process](/how-it-works)[Contact](/contact) © 2026 Merchhaus. All rights reserved. [Privacy Policy](/privacy-policy) [Cookie Policy](/cookie-policy) [Terms & Conditions](/terms-and-conditions) [Returns & Refunds](/returns-policy) Website design and development by WebConsultants (PTY) Ltd