Refund policy

Return & Refund Policy

Merch Gone Viral stands fully and unconditionally behind the quality of every product we ship. In the rare event that an item arrives damaged, defective, or materially different from what was ordered, we have established a strict, mandatory verification process to ensure every legitimate claim is handled with the highest standard of professionalism, fairness, and care.

Last Updated: June 24, 2026

01 · Our Commitment to Quality

Every product sold by Merch Gone Viral is carefully selected and quality-reviewed before dispatch. We take immense pride in the standard of every item we ship. In the rare event that something is not right, we are committed to making it right — swiftly, professionally, and without unnecessary friction for every legitimate claim.

02 · Eligibility & 30-Day Claim Window

Customers have a 30-day window from the date of confirmed carrier delivery to submit a return or refund claim. Claims submitted after this window has elapsed will not be eligible for review under any circumstances. To be eligible, the following conditions must be met:

• The item must have arrived damaged, defective, or materially different from the product ordered.
• The item must be unused, unworn, and in its original condition at the time of documentation.
• The claim must be accompanied by complete photographic and video evidence as outlined below.

03 · The Mandatory Three-Step Verification Process

Step 1 — Submit Your Claim

Email info@merchgoneviral.com within 30 days of confirmed delivery. Your submission must include all of the following without exception:

• Your full order number as it appears in your order confirmation email.
• A detailed written description of the issue — the specific defect, damage, or discrepancy.
• Clear, unedited, high-resolution photographs of the item, the defect or damage, and the original packaging.
• Video evidence — mandatory for all claims involving damaged, defective, or incorrect items.

Step 2 — Mandatory Internal Review

Upon receipt of a complete and compliant submission, our team will conduct a thorough internal review within 3–5 business days. You will be notified of the outcome in writing via email. Merch Gone Viral reserves the right to request additional documentation at any stage of the review process.

Step 3 — Approved Resolution

If a claim is approved, Merch Gone Viral will, at its sole and absolute discretion, offer one of the following resolutions exclusively:

• Full Complimentary Re-shipment: A complete re-shipment of the correct item at zero cost to the customer. This is our preferred and primary resolution method.
• Approved Refund: The customer will receive a Return Authorization (RA) number. Items must be returned unworn, unwashed, unaltered, in original packaging with all tags intact. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect. Approved refunds are processed within 3–10 business days of receipt and satisfactory inspection, to the original payment method only.

04 · Non-Returnable & Final Sale Items

In strict compliance with global retail hygiene and consumer protection standards, the following items are non-returnable and non-refundable under any circumstances, without exception:

• Underwear, lingerie, and intimate apparel
• Swimwear and bikinis
• Hosiery, tights, and socks
• Face masks and skincare items
• Cosmetics, makeup, and beauty products
• Pierced jewelry and earrings
• Hair accessories that have been opened or used
• Perfume, fragrance, and personal care products
• Any item designated as Final Sale at the time of purchase
• Any item that has been worn, washed, altered, or is not in its original condition
• Any item returned without original packaging, all tags attached, and a valid Return Authorization (RA) number

05 · Customer Responsibility — Size & Colour Selection

It is the sole responsibility of the customer to carefully review and select the correct size, colour, and variant prior to completing their purchase. Orders placed with an incorrect size or colour selection made by the customer are not eligible for return, exchange, or refund. Colour representations on screen may vary slightly due to individual monitor settings and are not grounds for a claim.

06 · Fraudulent Claims & Abuse of Process

Merch Gone Viral maintains an absolute zero-tolerance policy toward fraudulent claims, unjustified chargebacks, and any abuse of our return or refund process. Any customer who submits a false or unsubstantiated claim with intent to obtain a refund, replacement, or financial benefit without legitimate cause will be permanently banned from this website. Merch Gone Viral reserves the right to report all suspected fraudulent activity to relevant law enforcement authorities and payment processors, and to pursue all available civil and criminal legal remedies, including claims for damages, legal costs, and injunctive relief.

07 · Contact Us

© 2026 Merch Gone Viral. All Rights Reserved. · 329 Howe St, Unit #511, Vancouver, BC V6C 3N2, Canada · info@merchgoneviral.com · This Return & Refund Policy was last updated on June 24, 2026.