Custom Work Policy
Most of our products are made-to-order or customized to your specifications. Because of the personalized nature of these projects, custom orders are final sales and cannot be returned or refunded once production has started, unless the item arrives damaged or defective.
If there is an issue with craftsmanship or materials, contact us within 7 days of delivery so we can review the situation and determine if a repair, replacement, or partial refund is appropriate.
Returns
Our standard return policy lasts 30 days from the date of delivery. If more than 30 days have passed, we cannot offer a refund or exchange.
To be eligible for a return:
- The item must be unused and in the same condition you received it.
- It must be in the original packaging.
- You must provide a receipt or proof of purchase.
Partial Refunds
Partial refunds may be granted if:
- An item is returned in less than original condition, with missing parts not due to our error.
- An item is returned more than 30 days after delivery, and we choose to accept it under special circumstances.
Refunds
Once your return is received and inspected, we will email you to confirm receipt and notify you if your refund is approved.
Sale items are considered final sale and, therefore, cannot be refunded.
If approved, your refund will be processed within 5–7 business days to your original payment method.
Exchanges
We replace items only if they arrive defective or damaged. If you need to exchange for the same item, email mike@merzkecustomsolutions.com and request an exchange.
Gifts
We can issue store credit for the value of the return if we marked the item as a gift and shipped it directly to you. If it was not marked as a gift, the refund will be issued to the original purchaser.
Shipping Returns
To return your product, email mike@merzkecustomsolutions.com to request return instructions
You are responsible for return shipping costs. Shipping charges are non-refundable. If a refund is issued, the return shipping cost will be deducted from it. For higher-value items, we recommend using a tracked shipping method or purchasing shipping insurance.
Need help?
For any questions about refunds and returns, contact us at mike@merzkecustomsolutions.com.