1. Introduction
Welcome to Merch Factory (“we,” “us,” or “our”) — a print-on-demand platform for custom apparel creation and fulfillment. By accessing or using our platform, dashboard, and related services (collectively, the “Services”), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree with any part of these terms, please discontinue use of our Services immediately.
2. Use of Services
You may upload designs, create custom apparel products, and sell to your customers through our Services. By uploading content, you confirm and warrant that:
You own or have obtained all necessary rights, licences, and permissions for the content you upload.
Your content does not infringe upon the intellectual property, trademark, or copyright of any third party.
You are solely responsible for ensuring compliance with applicable intellectual property laws.
Merch Factory operates as a printing service — we print what you provide. We do not verify, review, or guarantee the originality or legality of your uploaded designs. In the event of any copyright or intellectual property dispute arising from your content, you bear full responsibility and liability. Merch Factory shall not be held accountable for any claims, damages, or legal proceedings resulting from your designs.
3. Printing Services
Merch Factory may utilise internal or third-party printing facilities to fulfil orders. While we strive to maintain high and consistent print quality, minor variations may occur due to differences in printing equipment, materials, and batch processing. We cannot guarantee perfectly uniform results across all orders or facilities.
4. Refunds and Returns
As a print-on-demand company, all products are custom-printed to order. Once a product is printed, it cannot be reused, resold, or returned to inventory. Therefore, our refund and return policy is strict and limited:
Reprints only — We do not offer monetary refunds. We only provide reprints in cases of genuine product defects, misprints, or damage during manufacturing.
Evidence required — To initiate a reprint request, you must provide clear video proof or photographs of the defect or damage. Claims without sufficient evidence will not be processed.
Case-by-case evaluation — All reprint requests are reviewed on a case-by-case basis by our team. We reserve the right to accept or reject a claim based on the evidence provided.
Same address only — Approved reprints will be shipped to the same customer address as the original order. Reprints to a different address are not supported.
RTO charges — Return to Origin (RTO) orders may incur additional shipping charges, which will be deducted from your wallet balance.
This policy exists to prevent fraudulent claims and protect the integrity of our print-on-demand model.
5. Wallet Recharges and Payments
All wallet recharges made on the Merch Factory platform are final and non-refundable, regardless of the remaining balance or reason for discontinuation.
Wallet funds can only be used to place orders and pay for services within the Merch Factory platform.
We do not provide cash refunds, bank transfers, or any form of withdrawal from wallet balances under any circumstances.
COD Payouts — The only payouts we process are Cash on Delivery (COD) remittances. Money collected from your COD orders is paid out to the payout method you have configured in your Settings panel, after applicable deductions.
By recharging your wallet, you acknowledge and accept this non-refundable policy in its entirety.
6. Shipping and Delivery
Merch Factory provides printing and fulfilment services. Shipping is handled through third-party courier partners. Please note the following:
Courier selection — We provide you with options to choose from reputable courier partners. We strongly recommend selecting well-known, reliable couriers. The choice of courier is ultimately yours.
Delayed shipments — While we aim for timely dispatch, shipping delays may occasionally occur due to factors beyond our control (weather, courier backlogs, regional disruptions). In such cases, we can escalate the matter with the courier on your behalf, but we cannot guarantee resolution timelines as these are governed by the courier's own processes.
Lost shipments — Lost shipments are extremely rare. In the unlikely event that a shipment is lost, we will actively pursue the matter with the courier partner and attempt to recover the shipment value. However, please understand that courier companies have their own claim processes and may not always approve full compensation. We will make our best effort but cannot guarantee reimbursement.
Merch Factory is not a logistics company. Our role is limited to dispatching your orders and providing support in case of shipping issues, to the extent possible.
7. Account and Brand Deletion
You may choose to delete your brand from the Merch Factory platform at any time through the Settings panel. Please understand the following consequences:
Irreversible action — Brand deletion is permanent and cannot be undone. All brand settings, assets, integrations, and configurations will be permanently removed.
Wallet balance forfeited — Any remaining wallet balance at the time of deletion will not be refunded. We strongly recommend using your wallet balance to place orders before initiating deletion.
Order data retained — Existing order records, tracking data, and transaction history will remain in our systems for business and compliance purposes, but you will lose access to view or manage them.
No further support — Once your brand is deleted, Merch Factory will not provide any support, assistance, or account recovery for that brand. You proceed entirely at your own risk.
8. Disclaimer of Warranties
Merch Factory provides its Services on an “as is” and “as available” basis. We make no express or implied warranties regarding the operation, reliability, availability, or accuracy of the platform or its content.
9. Indemnification
You agree to indemnify, defend, and hold harmless Merch Factory, its affiliates, officers, directors, employees, and agents from any claims, losses, damages, liabilities, or expenses (including legal fees) arising from your use of the platform, your content, or your violation of these Terms.
10. Limitation of Liability
To the maximum extent permitted by law, Merch Factory's total liability for any claim arising from use of our Services shall not exceed the amount you paid for the specific goods or services giving rise to the claim. We are not liable for any indirect, incidental, special, or consequential damages.
11. Dispute Resolution
Any disputes arising from or relating to these Terms shall be resolved through binding arbitration in accordance with applicable Indian arbitration laws, before pursuing any court proceedings.
12. Governing Law
These Terms are governed by and construed in accordance with the laws of India. Any legal proceedings shall be subject to the exclusive jurisdiction of the courts in Madhya Pradesh, India.
13. Changes to These Terms
We reserve the right to update or modify these Terms at any time. Changes will be effective upon posting on our website. Your continued use of the Services after any modifications constitutes acceptance of the revised Terms. We recommend reviewing this page periodically.
14. Termination
Either party may terminate this agreement at any time. Merch Factory reserves the right to suspend or terminate your access to the platform if you violate these Terms. Upon termination, you must cease all use of the Services immediately. Provisions that by their nature should survive termination (including indemnification, limitation of liability, and dispute resolution) shall remain in effect.
15. Entire Agreement
These Terms, together with our Privacy Policy, constitute the entire agreement between you and Merch Factory regarding your use of the Services, and supersede all prior agreements, communications, and understandings.
16. Contact Us
If you have any questions, concerns, or disputes regarding these Terms of Service, please reach out to us at contact@merchfactory.in.