Your one-stop shop for custom merchandise
Last updated: January 15, 2026
Cancellation requests must be submitted within 24 hours of payment.
Refunds may be issued as platform vouchers, subject to your statutory rights to monetary refunds where required by law.
In compliance with the Consumer Act of the Philippines (RA 7394).
At Merchkins, we are committed to ensuring customer satisfaction while maintaining fair practices for our sellers. This policy governs all returns, refunds, and cancellations on the Merchkins platform, in accordance with the Consumer Act of the Philippines (Republic Act No. 7394), Electronic Commerce Act (Republic Act No. 8792), and relevant regulations issued by the Department of Trade and Industry (DTI) and the Bureau of Internal Revenue (BIR).
By making a purchase on our platform, you acknowledge and agree to the terms outlined in this policy.
Allowed at Any Time
Orders that have not yet been paid may be cancelled at any time before payment is completed. Upon cancellation, the order will be voided, and any reserved inventory will be automatically restored.
To cancel an unpaid order, simply navigate to your order details page and click the "Cancel Order" button. No reason is required, and no penalties will be applied.
For orders that have been successfully paid, cancellation requests must be submitted within twenty-four (24) hours from the time payment is confirmed. This window allows customers reasonable time to review their purchase while enabling sellers to process orders efficiently.
Important: After the 24-hour window has elapsed, cancellation requests will not be accepted unless the product is defective, damaged, or not as described (as defined above). Change of mind or buyer's remorse after the 24-hour window does not qualify for cancellation, except where required by applicable consumer protection laws.
Cancellation requests are reviewed by the organization administrators (sellers). Sellers are required to respond to cancellation requests within three (3) business days from the date the request is submitted. The review process typically takes 1-3 business days. Approved cancellations will result in a refund voucher being issued to your account.
Merchkins Intervention Rights
If a seller fails to respond to a cancellation request within three (3) business days, or if Merchkins determines that a cancellation request is valid but has been improperly denied, Merchkins reserves the right to:
Merchkins may also intervene in cases where cancellation requests are clearly valid (e.g., product out of stock, seller-initiated cancellation, or clear violation of seller obligations) to ensure timely resolution and protect consumer rights.
Special cancellation rules apply to pre-orders and made-to-order products:
Sellers must clearly communicate any special cancellation policies for pre-orders or made-to-order products at the time of purchase.
In accordance with the Consumer Act of the Philippines (R.A. 7394) and the Electronic Commerce Act (R.A. 8792), consumers retain their statutory rights to monetary refunds where required by law.
Consumers have the right to request monetary refunds in accordance with applicable Philippine consumer protection laws. For seller-initiated cancellations, monetary refunds will be processed immediately or as required by law. To request a monetary refund:
Processing Time: Merchkins will acknowledge receipt of monetary refund requests within one (1) business day. Merchkins will review and respond to monetary refund requests within five (5) business days of receipt. Once approved, refunds will be processed to your original payment method within 3-5 business days, or as required by applicable law (whichever is faster). Refunds will be credited to your original payment method.
Time Limits for Merchkins Response
If Merchkins fails to respond to a monetary refund request within five (5) business days, or if Merchkins denies a valid refund request, you may escalate the matter to the Department of Trade and Industry (DTI) or file a complaint with the appropriate government agency. Merchkins is committed to timely resolution of all refund requests.
Your Rights:
Under Philippine consumer protection laws, you retain the right to monetary refunds where required by statute, regardless of any voucher issuance. These statutory rights cannot be waived.
This refund policy is designed to comply with Philippine consumer protection laws, including the Consumer Act of the Philippines (R.A. 7394) and the Electronic Commerce Act (R.A. 8792). Under these statutes, consumers have the right to monetary refunds, repairs, or replacements for defective, damaged, or misrepresented products.
Platform vouchers may be offered as a convenient refund option, but they do not limit or replace your statutory rights to monetary refunds where required by law. For seller-initiated cancellations, refunds will be processed promptly and in accordance with applicable consumer protection statutes, without undue delay.
Important: Your statutory consumer rights cannot be waived or limited by any policy, term, or condition. The Platform is committed to processing all refunds in full compliance with applicable Philippine consumer protection laws.
In accordance with Article 68 of the Consumer Act of the Philippines, you have the right to return products that are:
For valid complaints regarding defective, damaged, or incorrect products, you may be entitled to:
Important: For defective, damaged, or misrepresented products, you have a statutory right to monetary refunds under R.A. 7394. Partial refunds or vouchers may only be offered with your explicit consent and do not waive your right to full monetary refunds. Merchkins will not pressure or coerce you into accepting partial refunds or vouchers in lieu of full monetary refunds where required by law.
The following items and situations are not eligible for refund or return:
| Request Type | Processing Time | Refund Method |
|---|---|---|
| Customer-initiated Cancellation (within 24 hours) | 1-3 business days | Voucher issued upon approval |
| Seller-initiated Cancellation | Immediate | Monetary refund processed immediately or as required by law; voucher may be offered as alternative |
| Monetary Refund Request | 3-5 business days | Processed promptly to original payment method in accordance with applicable laws |
| Defective/Damaged Product | 3-5 business days | Monetary refund (per R.A. 7394) / voucher optional upon verification |
| Wrong Item Received | 3-5 business days | Monetary refund (per R.A. 7394) / voucher optional upon verification |
Note: For cases involving defective, damaged, or misrepresented products (including wrong items received), consumers retain their statutory rights to monetary refunds under the Consumer Act of the Philippines (R.A. 7394) and Electronic Commerce Act (R.A. 8792). While vouchers may be issued initially for convenience, consumers may request conversion to monetary refunds where required by law. These statutory rights cannot be waived or limited.
If you are unsatisfied with the resolution provided, you may:
Merchkins is committed to fair resolution of all disputes and will cooperate fully with regulatory authorities in the investigation of any consumer complaints. Merchkins will provide all necessary documentation and information requested by DTI or other regulatory agencies.
Time Limits: All disputes must be raised within thirty (30) days of delivery or the date you discovered the issue (whichever is later). Disputes raised after this period may not be eligible for resolution, except where required by applicable consumer protection laws (e.g., defective products under R.A. 7394).
You can reach our support team through multiple channels:
All sellers on the Merchkins platform are required to:
For questions regarding this Returns & Refund Policy or to request assistance with a return:
Merchkins reserves the right to update or modify this Returns & Refund Policy at any time. Changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically. Your continued use of the platform after any changes constitutes acceptance of the modified policy.