This policy explains when a refund, return or exchange is available for orders placed with Merit Corporate Gifts Sdn. Bhd. Because most of what we supply is produced or branded to a Client's specification, this policy distinguishes clearly between stock items and customized items, and should be read together with our Terms & Conditions.
Merit supplies both off-the-shelf stock items and made-to-order customized merchandise. Because customization involves permanent branding applied specifically for a Client, and often minimum order quantities purchased against that order, our approach to refunds differs materially between these two categories. This policy sets out both, so there are no surprises once an order is confirmed.
Unbranded, unmodified stock items may be returned for a refund or exchange within 7 calendar days of delivery, provided the item is unused, in its original packaging, and accompanied by proof of purchase. The Client is responsible for return shipping costs unless the return is due to our error or a defect covered under Clause 4. Stock items that have been part-consumed, used, or that are no longer in resaleable condition are not eligible for return under this clause.
Corporate gifts, merchandise, apparel and other goods that have been branded, engraved, embroidered or otherwise customized to a Client's specification are made to order and are not eligible for return or refund once production has commenced, except where the item is defective or does not match the artwork proof approved by the Client, as covered under Clause 4. This applies even where the customization was requested by the Client's own end customer or event, since the cost of materials and branding has already been committed on the Client's instruction.
If an item arrives damaged, defective, or does not match the artwork proof you approved, notify us within 72 hours of delivery at merit_corporate@outlook.com, including your order reference, a description of the fault, and clear photographs of the affected items and packaging. Claims submitted after this window may still be considered at our discretion but cannot be guaranteed. Once verified, we will offer, at our discretion, a reprint or replacement of the affected units, a partial refund reflecting the affected quantity, or a full refund where the fault affects the entire order and a suitable replacement cannot be produced within a reasonable time.
If we ship a product, quantity or specification that does not match your confirmed order and approved artwork proof, this is treated as our error and Clause 4 applies in full, at no cost to you, including return shipping of the incorrect items where applicable. Where an error results from artwork, specification or quantity information that the Client approved or supplied incorrectly, Clause 3 applies instead, as production followed the Client's own instruction.
To start a return or claim, email merit_corporate@outlook.com with your order reference and the reason for the request. We will confirm eligibility, and where a physical return is required, provide instructions for how and where to send the goods. Please do not send items back before receiving this confirmation, as unsolicited returns may not be processed promptly.
Approved refunds are issued by bank transfer to the account used for the original payment, or another account you nominate in writing, within 14 business days of approval. Refunds are issued in Malaysian Ringgit (MYR); where the original payment was made in another currency, the refunded amount reflects the MYR value received, less any transaction charges already incurred by Merit that are not recoverable.
The following are non-refundable except where the entire order is cancelled due to our error: artwork setup, plate, mould or die charges once incurred; outbound freight and courier charges once goods have been dispatched; and customs duties or import taxes paid on international shipments. These represent real, non-recoverable costs paid to third parties on the Client's instruction.
For customized and bulk orders requiring a deposit, cancellation before production has commenced and before the deposit has been committed to supplier costs is refundable in full. Cancellation after production has commenced forfeits the portion of the deposit already committed to materials, branding setup and supplier costs incurred up to that point, with any remaining balance refunded. We will provide a breakdown of costs incurred on request.
Pre-production samples requested to evaluate quality, colour or branding before committing to a bulk order are charged at cost and are non-refundable, as they are produced specifically for your evaluation and are typically not resaleable once branded. Sample charges may be credited against a subsequent bulk order at our discretion, where agreed at the time the sample is requested.
Exchanges for a different size, colour or variant of a stock item follow the same eligibility conditions as Clause 2 and are subject to stock availability. Exchanges are not available for customized items once production has commenced, other than under the defect provisions in Clause 4.
For any refund, return or cancellation request, contact merit_corporate@outlook.com or call +6011-1257 0492, quoting your order reference. Our registered address is B-02-/01 (Block B), Sekitar 26 Enterprise, Persiaran Hulu Selangor, Seksyen 26, HICOM Industrial Estate, 40400 Shah Alam, Selangor, Malaysia.