Refund policy

Returns and refunds will not be accepted for any items purchased outside of ‘bemerchbetter’ store website. This includes any items sold through other websites, direct promotions, or at live events.

We have a 14-day return policy, which means you have 14 days after receiving your items to request a return on full-priced items. To be eligible, your items must be in the same condition that you received it, not be worn or used or washed. Any tags, labels or packagings must not be removed or damaged from the product. All returned items must accompany their original packing slip and/or order receipt or proof of purchase. 

Please do not return your items without first a return request sent to us in writing so we can authorise and give you further instructions. Items sent to us without authorisation will not be accepted and you will be responsible for collecting the items from us and any additional shipping charges incurred. 

Please email us at winterbournetheband@gmail.com with your original order number, proof of purchase and any other supporting documentation. For damaged or wrongly packed items, please include photo evidence. 

Once we authorise the return you must return the items to us within 14 days. Items must be received and inspected before we can process the return. You have a legal obligation to take care of the items while in your possession. Please pack your items adequately. We will not accept returns that are damaged in transit and we cannot process returns lost in the post. We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies.

It is customer’s responsibility and costs to return items to us unless we have made an error in the goods supplied or the goods are damaged. Original postage and packaging fees are non-refundable and the postage amount will be deducted from the refund, unless an item is received in error or is damaged. If the product you have ordered is unable to be supplied and an alternative product is not suitable, a full refund will be given.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Shall we decide to offer an exchange of an item for a different size or an alternative item that is of equal or lessor value only provided that the stock is available, please note that it is customer’s responsibility and costs to reship the exchanged items. The best way to do so would be to enclose a pre-paid satchel addressed to yourself when sending the return item back to us.

If refund is approved, you will be automatically refunded on your original payment method within 15 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us. 

Wrong or damaged items   

Please be aware that physical garments and print designs can marginally vary in colour from what is displayed online, due to the nature of fabrics, print techniques, digital screen capabilities on various devices. Fabric weight and thickness varies depending on garments used. Images used on the store are usually digital mock-ups of what the product is intended to look like. 

Please inspect your order upon reception and contact us immediately in writing within 5 business days if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

If you receive products which are damaged, we shall either replace or refund any damaged products including the postage and packing you were charged. However, an item that is damaged after it has been worn or washed will not be replaced. We are not responsible for items damaged, lost or stolen due to negligence by postal or courier companies. 

If items are not delivered to you due to a mistake on our part you will be refunded. However, please note that when you place your order, a label is automatically generated from the address you type, so you are responsible for getting this right. If you get your address wrong and do not notify us immediately in writing and before the order is sent, we cannot refund the postage costs.

If items are not delivered because your post office was unable to deliver the package because there was no-one to receive it and/or no-one came to collect it from the sorting office, you will not be refunded for the cost of the items nor for the postage and packing. We can re-send the items but you will have to pay the items, postage and packing charge again. 

Exceptions

Please note that we do not offer returns on sale items, custom products (such as personalised items), records that have been opened. Stock of limited edition items is limited, which can cause issues for replacements should there be an issue with your item being faulty or lost in transit due to our fault. 

All orders are made subjects to acceptance by you of these Conditions and fulfilment of any order for Products is subject to stock availability and acceptance by us of your order. We are under no obligation to fulfil any customer order. 

Please get in touch if you have questions or concerns about your specific item winterbournetheband@gmail.com.