Refund and Returns Policy

Effective Date: Since 02/12/2024

At GoldSilverMerch.com, we strive to deliver high-quality, custom-made merchandise that meets your expectations. This policy outlines the terms and conditions for refunds, returns, and replacements for all products sold on our website. Please review this policy carefully to understand your rights and responsibilities.

Print-on-Demand Products

All products on GoldSilverMerch.com are custom-made through our print-on-demand partner, Printful, and their global network of production facilities. This means that each product is created specifically for you once your order is placed.

As such:

  • No Returns or Exchanges: We cannot accept returns or exchanges for items unless they are defective, damaged, or there is a production error.
  • Unique Nature of Products: Minor variations in color, design placement, or materials may occur due to the print-on-demand process. These are not considered defects and are not eligible for refunds or replacements.

Eligibility for Refunds or Replacements

Refunds or replacements are only available under the following conditions:

1. Defective or Damaged Products

  • If your product arrives with visible defects, damage, or a production error (e.g., misprints, incorrect designs).
  • Clear and detailed photos of the defective or damaged product must be submitted to us within 30 days of delivery.

2. Incorrect Items

  • If the product you received does not match the item you ordered (e.g., wrong design, size, or color).
  • Photos must clearly show the incorrect item. Claims must be submitted within 30 days of delivery.

3. Lost or Undelivered Orders

  • If your order is confirmed as lost in transit, we will work with our shipping and production partners to issue a replacement or refund.

Non-Refundable Situations

The following are not eligible for refunds or replacements:

  • Change of Mind: We do not offer refunds or exchanges if you change your mind after placing an order.
  • Incorrect Size Selection: Please consult the sizing charts provided for each product before placing your order. We cannot provide refunds or replacements for incorrect size choices.
  • Minor Variations: Slight differences in color, design placement, or material quality are normal due to the print-on-demand process and are not considered defects.
  • Shipping Delays: Delays caused by carriers, customs, or unforeseen circumstances are outside of our control and not eligible for refunds.

Process for Refunds or Replacements

If your order qualifies for a refund or replacement, follow these steps:

  1. Contact Us:
    • Email us at sales@goldsilverstacks.com within 30 days of delivery.
    • Provide your order number and a detailed description of the issue.
  2. Submit Evidence:
    • Attach clear and detailed photos of the defective, damaged, or incorrect item.
  3. Review Process:
    • We will review your claim and work with our print-on-demand partner, Printify, to resolve the issue promptly.
  4. Resolution:
    • Approved claims will result in a replacement being sent at no additional cost, or a refund will be issued to your original payment method.

Customer Responsibilities

By purchasing from GoldSilverMerch.com, you agree to:

  • Provide Accurate Information: Ensure all shipping and contact details are accurate when placing your order. We are not liable for issues caused by incorrect information.
  • Understand Shipping Times: Shipping estimates provided at checkout are approximate and subject to delays beyond our control.

Shipping Issues

We partner with reliable carriers to ensure timely delivery, but the following conditions apply:

  • Shipping Estimates: Delivery times are estimates and not guarantees.
  • Delays: We are not responsible for delays caused by carriers, customs, or unforeseen circumstances.
  • Unclaimed Packages: If a package is returned to the sender due to being unclaimed, additional shipping fees may apply for reshipment.

Dispute Resolution

In the event of a dispute regarding your order, you agree to contact GoldSilverMerch.com first to resolve the issue before initiating a chargeback, legal action, or other dispute resolution mechanisms.

Governing Law

This policy is governed by the laws of Estonia, where PRIME DIGITAL NETWORKS OU is registered. Any disputes that cannot be resolved amicably will be subject to the jurisdiction of Estonian courts.

Frequently Asked Questions (FAQs)

1. What if my item doesn’t fit?
We cannot process refunds or exchanges for sizing issues. Please consult the sizing charts provided for each product before placing your order.

2. What if my package is lost?
If your package is confirmed as lost in transit, we will issue a replacement or refund after investigating with the carrier.

3. How long does it take to resolve an issue?
Most claims are reviewed and resolved within 5–7 business days after we receive all necessary information.

Contact Us

For any questions, concerns, or to submit a refund or replacement claim, contact us at:

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