RETURN AND REFUND POLICY – STORY’S MERCH

Effective Date: 23-05-2026

Welcome to Story’s Merch. This Return and Refund Policy governs embroidery customization purchases, customer-owned garments submitted for embroidery, pickup and delivery processes, refund eligibility, return limitations, rework requests, verification procedures, and all related transactions carried out through Story’s Merch.

Story’s Merch specializes in custom embroidery on customer-owned garments. As embroidery customization is a personalized, made-to-order service carried out based upon customer-submitted instructions, uploaded designs, placement references, and garment selections, customers expressly acknowledge that return, refund, cancellation, and rework rights are limited in nature.

By purchasing embroidery customization services, uploading embroidery designs, submitting placement references, making garments available for pickup, communicating customization instructions, or otherwise availing Story’s Merch services, You expressly acknowledge that You have carefully read, understood, and voluntarily agreed to this Return and Refund Policy in its entirety.

1. NON-REFUNDABLE PAYMENT POLICY

Customers expressly acknowledge and agree that all payments made to Story’s Merch toward embroidery customization services are strictly non-refundable, non-transferable, and non-adjustable, except where expressly approved by Story’s Merch at its sole discretion.

Since Story’s Merch provides personalized embroidery services based on customer-uploaded designs, placement instructions, and customer-owned garments, payments are collected toward:

• embroidery preparation;
• embroidery digitization;
• operational readiness;
• pickup coordination;
• logistics handling;
• embroidery execution;
• quality review;
• return delivery.

Accordingly, refunds, cancellations, reimbursements, adjustments, or compensation shall not be entertained for reasons including but not limited to:

• change of mind;
• dissatisfaction based on personal preference;
• embroidery expectation mismatch;
• customer delay in garment handover;
• wrong garment selection;
• incorrect placement instructions;
• inaccurate uploaded reference images;
• low-quality uploaded artwork;
• missed occasions or events;
• delivery timeline variations;
• technical embroidery limitations;
• ordinary embroidery variation;
• customer misunderstanding.

Customers expressly understand that embroidery customization is a personalized made-to-order service and therefore refund rights are inherently limited after processing has commenced.

Story’s Merch reserves sole discretion regarding exceptional situations, if any, where goodwill remedies may be considered.

2. RETURN ELIGIBILITY FOR EMBROIDERY SERVICES

As Story’s Merch provides embroidery customization on customer-owned garments, return eligibility shall be limited and assessed strictly on a case-by-case basis.

Customers may raise a verification or service concern where the final embroidery outcome substantially differs from the uploaded design or approved placement instructions beyond ordinary embroidery variation standards.

A claim may be considered only where:

• embroidery execution materially deviates from customer-submitted instructions;
• incorrect embroidery placement substantially differs from uploaded placement reference;
• a technical embroidery error directly attributable to Story’s Merch is clearly established;
• the embroidery materially differs from the approved customization request.

All concerns shall remain subject to internal verification and approval by Story’s Merch.

Story’s Merch reserves sole and exclusive discretion regarding claim eligibility, rework feasibility, or service remedies.

3. NON-RETURNABLE AND NON-REFUNDABLE CASES

Returns, refunds, compensation, replacement, or rework requests shall not be entertained in situations including but not limited to:

• dissatisfaction based on personal preference;
• change of mind;
• expectation mismatch;
• ordinary embroidery variation;
• fabric-related embroidery limitations;
• minor stitch differences;
• slight scaling variations;
• embroidery simplification;
• thread thickness variation;
• thread color interpretation differences;
• embroidery density changes;
• garment sensitivity;
• fabric texture differences;
• customer-uploaded low-resolution files;
• unclear or poor-quality uploaded artwork;
• incorrect spelling, wording, or design uploaded by the customer;
• inaccurate placement image uploaded by the customer;
• unclear placement descriptions;
• incorrect embroidery positioning instructions;
• wrong embroidery size selection;
• dissatisfaction arising due to artistic interpretation;
• delayed delivery caused by logistics interruptions;
• missed occasions or events.

Customers expressly acknowledge and agree that embroidery is an artistic and technical process and therefore minor variations are natural, unavoidable, and commercially acceptable.

4. VERIFICATION PROCESS FOR CLAIMS

Where a customer reasonably believes that an embroidery issue exists, Story’s Merch may require the customer to submit relevant supporting evidence for internal verification.

For verification purposes, customers may be required to provide:

• clear photographs of the garment;
• close-up images of the embroidery;
• detailed video recordings;
• original order details;
• uploaded embroidery design reference;
• placement reference image;
• supporting descriptions or relevant documentation.

Story’s Merch reserves the sole and exclusive discretion to determine:

• whether a concern is genuine;
• whether the embroidery outcome falls within acceptable variation standards;
• whether technical limitations influenced execution;
• whether rework is feasible;
• whether service remedies may be appropriate.

Story’s Merch further reserves the unrestricted right to reject claims found to be:

• unsupported;
• misleading;
• exaggerated;
• fraudulent;
• inconsistent with uploaded customer instructions;
• contrary to ordinary embroidery limitations.

The decision of Story’s Merch regarding claims, rework requests, verification outcomes, or remedies shall remain final, binding, and non-negotiable.

5. SHIPPING, PICKUP, DELIVERY AND TRANSIT DISCLAIMER

Story’s Merch coordinates pickup and return delivery of customer garments through authorized logistics or delivery partners.

Customers expressly acknowledge and agree that pickup and return shipping charges are included in the service pricing unless otherwise specifically stated.

While Story’s Merch undertakes commercially reasonable efforts to coordinate logistics safely and efficiently, Story’s Merch shall not be held liable for:

• courier delays;
• shipment interruption;
• damaged outer packaging;
• transit mishandling;
• failed delivery attempts;
• logistics interruptions;
• force majeure disruptions;
• third-party delivery negligence.

Customers are responsible for ensuring garments are properly packed and made available during scheduled pickup.

Story’s Merch shall not be liable for delays caused due to:

• customer unavailability;
• inaccurate pickup details;
• delayed handover;
• logistics partner delays;
• transportation interruptions;
• weather conditions;
• public holidays;
• government restrictions.

No refund, reimbursement, or compensation shall arise solely due to logistics-related inconvenience or delivery delays.

6. LIMITATION OF LIABILITY

To the maximum extent permitted under applicable law, Story’s Merch shall not be liable for:

• emotional disappointment;
• missed events or occasions;
• commercial losses;
• business interruption;
• expectation mismatch;
• dissatisfaction arising from subjective preference;
• artistic interpretation differences;
• embroidery variation;
• logistics delays;
• incidental or consequential damages.

Story’s Merch does not guarantee:

• exact embroidery reproduction;
• identical artistic interpretation;
• perfect embroidery similarity;
• uninterrupted service;
• fixed timelines.

Under no circumstance shall the aggregate liability of Story’s Merch exceed the actual amount paid by the customer for the specific embroidery customization order in dispute.

The customer expressly waives any right to claim compensation exceeding such amount.

7. CUSTOMER SUPPORT, RETURNS OR CONCERNS

For embroidery-related concerns, verification requests, order support, pickup coordination, or grievance reporting, customers may contact Story’s Merch through official communication channels.

OFFICIAL CONTACT DETAILS

Story’s Merch
Thannippillil, Kuthiathode P.O, Kodamthuruth, Alappuzha, Kerala, India – 688533
Email: care@storysmerch.com

Story’s Merch reserves the right to request additional information, garment photographs, order proof, uploaded design references, or supporting documentation prior to reviewing any concern or claim.

8. FINAL ACKNOWLEDGEMENT

By purchasing embroidery customization services, uploading embroidery designs, sharing placement references, making garments available for pickup, or otherwise availing Story’s Merch services, customers expressly acknowledge that they have carefully read, understood, and voluntarily agreed to this Return and Refund Policy in full.

Customers further acknowledge and agree that they understand:

• the customized nature of embroidery services;
• ordinary embroidery variation;
• embroidery-related technical limitations;
• garment sensitivity;
• logistics timelines;
• operational procedures involved in embroidery execution.

Continued use of Story’s Merch services shall constitute unconditional acceptance of this Return and Refund Policy and any revisions introduced from time to time by Story’s Merch.