INSIGHTS FOR BETTER E-COMMERCE
Practical Shopify ideas, growth strategies, and technical insights sent when they’re worth reading.
Refund policy
Last updated: 13 September 2026
At MerchCrafter™, clear expectations protect both our clients and our work. This policy explains how cancellations, refunds, custom services, digital deliverables, project phases, and ongoing services are handled when you purchase directly from MerchCrafter™.
The short version: MerchCrafter™ provides customized creative, ecommerce, and development services. Because custom work begins allocating time, strategy, design, and development resources specifically to your project, refund eligibility depends on whether work has started, what has already been completed, and whether third-party costs have already been committed.
1. What This Policy Covers
This Return & Refund Policy applies to purchases made directly from MerchCrafter™, including services such as Shopify design and development, Shopify redesigns, conversion optimization, SEO work, maintenance, automation, product setup, print-on-demand services, creative design services, and other digital ecommerce work.
Individual proposals, quotations, statements of work, or service agreements may include additional project-specific payment, cancellation, or refund terms. Where project-specific written terms apply, those terms form part of the agreement for that project.
2. Custom Services
Most MerchCrafter™ services are created specifically for one client. Once project work begins, our team may already have committed time to research, planning, design, development, configuration, content preparation, or technical implementation.
For that reason, completed custom work is generally not returnable in the same way as a physical retail product.
This may include:
- Custom Shopify development
- Theme customization and coding
- Custom store design or redesign work
- POD artwork and design preparation
- Product setup and bulk-upload work
- SEO, CRO, and store optimization work
- Automation and custom ecommerce systems
- Research, strategy, and consulting already completed
3. Cancellations
Before or After Work Starts
If you need to cancel a project, contact us as soon as possible. Refund eligibility will depend primarily on the stage of the project at the time we receive your cancellation request.
If work has not yet started, we may be able to cancel the project and refund eligible amounts paid, less any non-refundable transaction charges, third-party costs, or commitments already made on your behalf.
Once work has already started, fees corresponding to completed work, reserved production time, completed milestones, purchased assets, or other committed project costs may not be refundable.
Important: Cancellation does not automatically create entitlement to a full refund when customized work or project resources have already been provided.
4. Project Phases, Milestones & Approvals
Some projects are divided into phases or milestones. A payment may cover a specific stage of research, design, development, implementation, or delivery.
Once a project phase has started, been substantially completed, delivered, or approved, the payment associated with that phase may become non-refundable.
Future project phases that have not yet started may be treated separately, depending on the written proposal and the amount of work or third-party commitments already made.
5. Digital Deliverables
Digital products and custom deliverables cannot normally be physically returned after they have been supplied, downloaded, transferred, published, installed, or otherwise made available to the client.
This may include source files, design files, theme files, store configurations, product data, graphics, mockups, custom code, strategy documents, or other digital assets.
If a deliverable contains a genuine technical defect or an error that falls within the agreed project scope, we will first work to correct the issue rather than automatically treating the matter as a refund request.
6. Revisions & Errors
If delivered work does not match the agreed project scope, please contact us with clear details of the issue.
Where reasonably possible, MerchCrafter™ will review and correct confirmed errors that fall within the agreed scope.
A change of preference, change of business direction, request for additional functionality, or request outside the agreed scope is generally treated as a revision, change request, or new work rather than as grounds for a refund.
7. Maintenance & Recurring Plans
Ongoing services may include Shopify maintenance, optimization, support, SEO, development retainers, content work, or similar recurring services.
Unless otherwise agreed in writing, cancellation applies to future service periods. Work already performed during an active billing period is generally not refundable simply because the client decides to stop the service before the period ends.
Any minimum term, notice period, or specific cancellation arrangement stated in an individual service agreement will continue to apply.
8. Third-Party Costs
Some projects may involve costs charged by third parties, including Shopify, Shopify apps, domains, hosting providers, stock-image services, plugins, fonts, print-on-demand providers, advertising platforms, or other external services.
MerchCrafter™ cannot guarantee refunds for charges controlled by those providers.
Third-party fees already paid, committed, or purchased specifically for a client project may therefore be excluded from any refund provided by MerchCrafter™.
9. Client Delays
Many projects require information, approvals, files, product details, platform access, feedback, or other materials from the client.
Delays caused by missing client materials, delayed approvals, unavailable access credentials, or extended periods without response do not automatically create a right to a refund for work already performed or project time already allocated.
10. Payment Disputes & Chargebacks
If you believe a payment is incorrect or there is a problem with a project, please contact MerchCrafter™ first so we have an opportunity to investigate and resolve the issue.
Initiating a payment dispute or chargeback for work that has already been legitimately provided may result in suspension of active work, account access, file delivery, or ongoing services while the dispute is reviewed.
11. Mandatory Consumer Rights
Nothing in this policy is intended to remove or restrict any statutory consumer rights that cannot legally be excluded.
Where applicable law gives you mandatory cancellation, refund, repair, replacement, or other rights, those legal rights continue to apply regardless of anything stated in this policy.
Important: MerchCrafter™ may update this policy from time to time. The policy applicable to your purchase will be considered together with any proposal, invoice, or written agreement connected to your project.
12. Refund & Billing Questions
If you have a refund, cancellation, or billing question, please send us:
- Your name
- Your order or project reference
- The email address used for the purchase
- A clear explanation of your request
We will review the circumstances of the project, work already completed, and any applicable written terms before responding.
Email: info@merchcrafter.com
Questions Before You Start?
If you are unsure about payment stages, deliverables, cancellations, or project scope, contact us before purchasing. Clear expectations make better projects.
© 2026 MerchCrafter™
