The Shards Merch – Return & Refund Policy

Last Updated: August 3, 2026

Thank you for choosing The Shards Merch. We strive to provide high-quality merchandise inspired by The Shards. If something isn't right with your order, this policy explains the conditions for returns, exchanges, and refunds.

1. Return Requirements

You may request a return if all of the following conditions are met:

• Your request is submitted within 14 days after your package has been delivered.

• The product has not been used, washed, or worn.

• All original packaging, labels, and accessories are included with the returned item.

The following products are not eligible for return:

• Personalized or made-to-order items

• Clearance or final sale products

• Gift cards, digital downloads, or other non-physical goods

Items that do not meet these conditions may not qualify for a refund.

2. Starting a Return

To begin the return process, please email support@the-shards-merch.com with:

• Your order number

• The reason for the return

• Photos of the item if it arrived damaged, defective, or incorrect

After reviewing your request, our support team will provide return instructions and a Return Authorization (RA) number. Packages returned without prior authorization may be refused.

Unless we made an error with your order or the product arrived damaged, customers are responsible for return shipping costs. We recommend using a shipping service that includes tracking information.

3. Exchanges

If you would like another size, color, or design, we recommend the following process:

1. Submit a return request for the original product.

2. Once approved, send the item back.

3. Place a new order for the desired replacement.

This approach allows us to maintain accurate stock availability and faster order processing.

4. Refund Process

Once your returned package reaches our warehouse, it will be inspected before a refund is approved.

Approved refunds are generally processed within 5 to 10 business days and returned to the original payment method. Depending on your bank or payment provider, additional processing time may apply.

A partial refund may be issued if:

• The product shows signs of use.

• Parts or accessories are missing.

• The item was returned in a condition different from when it was delivered.

• An exception is made for a late return.

5. Damaged or Incorrect Orders

If you receive an item that is damaged, defective, or different from what you ordered, please contact support@the-shards-merch.com as soon as possible.

To speed up the resolution, include:

• Your order number

• Clear photos of the product

• Photos of the shipping package

• A short explanation of the issue

After verification, we'll arrange either a replacement or a full refund at no additional cost.

6. Refund Delays

If more than 10 business days have passed since your refund was approved and you still haven't received the funds:

• Check with your bank or payment provider.

• If the refund cannot be located, contact support@the-shards-merch.com, and we'll be happy to investigate.

7. International Orders

We ship to customers around the world.

For international returns:

• Return requests must be submitted within 14 days of delivery.

• Customers are responsible for return shipping unless the item is faulty or we shipped the wrong product.

• Customs duties, taxes, and any import-related charges associated with the return shipment remain the customer's responsibility.

For your protection, we recommend using an insured shipping service with tracking.

8. Gifts

If your item was purchased as a gift, the same return policy applies.

Once your return has been approved, refunds will generally be issued to the original payment method. Where available, store credit may be offered as an alternative.

9. Return Address

Please do not send any merchandise back without contacting us first.

Once your return request has been approved, we'll provide the correct return address along with your Return Authorization (RA) number. Including this number inside your package helps us process your return more efficiently.

Need Assistance?

If you have any questions regarding your order, return, exchange, or refund, our customer support team is here to help.

Email: support@the-shards-merch.com

Thank you for supporting The Shards Merch. We appreciate your trust and hope you enjoy every item inspired by the suspenseful world of The Shards.