Terms of service
MERCH HOUSE — TERMS OF SERVICE
Last updated: 9 September 2026
Welcome to Merch House. These Terms of Service apply when you purchase products or services from Merch House, including through our website, by email, social media, quote, or direct custom order.
By placing an order with Merch House, you agree to the following terms.
1. CUSTOM & PERSONALISED ORDERS
Merch House specialises in custom printed and personalised clothing and merchandise.
Customers are responsible for ensuring all information supplied for an order is correct, including names, spelling, wording, colours, sizes, quantities, placement instructions and artwork.
Where a proof or mock-up is supplied for approval, production may begin once the customer has approved it. Customers should carefully check all details before giving approval.
Once an approved custom order has entered production, changes may not be possible.
2. PAYMENT
Unless otherwise agreed in writing by Merch House, full payment is required upfront before garments or materials are ordered and before production begins.
An order is not considered confirmed until the required payment has been received.
Quoted prices are valid for the period stated on the quote. Where no period is stated, pricing may be subject to change before payment is made.
Additional work or changes requested after an order has been confirmed may incur additional charges.
3. CANCELLATIONS
Because many Merch House products are made or ordered specifically for each customer, cancellation may not be possible once garments, materials or transfers have been ordered or production has begun.
If a customer requests cancellation before production begins, Merch House will advise whether a refund is available. Any reasonable costs already incurred specifically for that order may be deducted where permitted by law.
Nothing in these terms limits any rights or remedies you may have under applicable New Zealand law.
4. CUSTOMER-SUPPLIED GARMENTS
Merch House may agree to print onto garments or other items supplied by the customer.
Although reasonable care is taken during production, printing onto customer-supplied items carries additional risk because Merch House cannot control the quality, age, previous treatment, fabric composition or suitability of those items.
Merch House will take reasonable care when handling customer-supplied garments. However, to the extent permitted by law, Merch House is not responsible for issues caused by the condition, material, construction or suitability of the supplied item.
If a problem is caused by an error in Merch House's printing or production process, please contact us so we can assess the issue and provide an appropriate remedy in accordance with applicable law.
5. ARTWORK, LOGOS & COPYRIGHT
Customers must have permission or the necessary rights to reproduce any artwork, photographs, logos, trademarks, wording or other material they provide to Merch House for printing.
By supplying artwork or requesting that it be reproduced, the customer confirms that they have the right to use that material for the requested purpose.
Merch House may refuse to reproduce material where there are reasonable concerns about copyright, trademark infringement, unlawful content or other legal issues.
6. PRINT COLOURS & PRODUCT APPEARANCE
We make every reasonable effort to produce items that closely match approved designs and mock-ups.
However, colours displayed on phones, computers and other screens may differ from the finished printed product. Minor variations may also occur between garment batches, printing processes, materials and suppliers.
Mock-ups are intended as a visual representation of the finished product and may not always represent exact scale, positioning or colour.
7. SIZING
Customers are responsible for selecting the correct garment size before ordering.
Sizing can vary between brands, styles and manufacturers. Where available, customers should refer to the relevant garment size guide before placing an order.
A correctly supplied personalised item generally cannot be exchanged solely because the customer selected the wrong size, subject always to the customer's rights under New Zealand law.
8. PRODUCTION & TURNAROUND TIMES
Any turnaround or completion time provided by Merch House is an estimate unless expressly agreed otherwise in writing.
We will make reasonable efforts to meet agreed deadlines, but delays may occasionally occur because of garment availability, suppliers, couriers, equipment issues or circumstances outside our reasonable control.
If an order is required for a particular event or date, customers should advise Merch House before placing the order.
9. SHIPPING & DELIVERY
Where shipping is required, orders will be sent to the delivery address provided by the customer.
Customers are responsible for ensuring their delivery details are correct.
Delivery timeframes are estimates and may be affected by courier delays or circumstances outside Merch House's reasonable control.
If a parcel is delayed, lost or damaged during delivery, please contact us and we will assist with investigating the issue with the carrier.
10. RETURNS, FAULTS & INCORRECT ORDERS
Because custom and personalised products are made specifically for the customer, we generally do not accept returns or exchanges for change of mind.
However, if an item is faulty, damaged, incorrectly produced, or does not match what was agreed due to an error by Merch House, please contact us as soon as reasonably possible with details and photographs of the issue.
We will assess the problem and, where required, provide an appropriate remedy such as repair, replacement or refund.
Nothing in these Terms of Service excludes, restricts or modifies any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable law where those rights cannot legally be excluded.
11. GARMENT & PRINT CARE
Customers should follow any care instructions provided with their garments.
Unless otherwise stated, we recommend washing printed garments inside out, using a cool or warm wash, avoiding bleach and harsh chemicals, and avoiding direct ironing over printed areas.
Normal wear and tear, incorrect washing, excessive heat or failure to follow appropriate care instructions may affect the life of the garment or print.
12. BULK & BUSINESS ORDERS
Quotes for teams, businesses, organisations, events and bulk orders are based on the quantities, garments, artwork and specifications agreed at the time of quoting.
Changes to quantities, garments, print size, artwork, print locations or other specifications may result in revised pricing.
Production will not begin until the required payment and any necessary artwork approval have been received, unless Merch House agrees otherwise in writing.
13. WEBSITE INFORMATION & PRICING
We make reasonable efforts to ensure product descriptions, photographs, availability and prices are accurate.
If an obvious pricing, description or availability error occurs, we may contact you before processing the affected order to explain the issue and provide available options.
14. PRIVACY
Personal information supplied to Merch House will be handled for legitimate business purposes such as processing orders, communicating with customers, arranging delivery and operating our business.
Personal information will be handled in accordance with applicable New Zealand privacy law and our Privacy Policy.
15. OUR RIGHT TO REFUSE AN ORDER
Merch House reserves the right to decline an order where reasonably necessary, including where an order contains unlawful or infringing material, cannot reasonably be produced, required materials are unavailable, or there are other legitimate business or legal reasons for doing so.
If we cancel an order after receiving payment and the cancellation is not caused by the customer's breach of these terms, any amount owing back to the customer will be refunded.
16. NEW ZEALAND LAW
These Terms of Service are governed by the laws of New Zealand.
Nothing in these terms is intended to exclude or limit any consumer rights that cannot legally be excluded or limited.
17. CONTACT US
If you have questions about an order or these Terms of Service, please contact:
Merch House
Email: merchhousenz@gmail.com
Website: merchhouse.co.nz