Effective Date: 11 May 2026

For products bought under Mother of Merch.

All of our products are personalised and made to order. As such, we do not accept returns or exchanges unless the item is faulty or not as described. Please read the following conditions carefully:

As all of our products are custom-made to your specifications, we do not offer returns or refunds based on change of mind, incorrect image choice, or personalisation errors made by the customer. Once an order has been placed and fulfilled, it cannot be resold or repurposed due to its personalised nature.

The returns policy for websites hosted and run by Mother of Merch, or in person events on your behalf will differ. Please refer to your contract or the policies on your site for further details.

1. Faulty or Not as Described Items

If your item is faulty, damaged, or not as described upon delivery, you may be entitled to a repair, replacement, or refund in accordance with your statutory rights.

To report a faulty or damaged item, please contact us at:

[email protected]

as soon as reasonably possible after receipt of your order and provide:

Clear photos or videos of the damaged or faulty item

Your order number

A brief description of the issue

We will review your case and, if eligible, provide further instructions. This may include a prepaid returns label where appropriate.

Nothing in this policy affects your statutory consumer rights under UK law.

2. Refund Process

Once the returned item has been received and inspected, we will notify you of the outcome.

Refunds will be processed within 5 business days of approval, although processing times may vary depending on your payment provider.

3. No Exchanges

We do not offer exchanges, as each product is made to order specifically for you.

Please ensure all details, including images, spelling, and personalisation, are correct before completing your purchase.

For services bought under The Mother.

Due to the nature of creative, consultancy, strategic, and educational services provided under The Mother, refunds and cancellations are handled differently to physical products.

Refunds & Cancellations for Services Bought Under The Mother

The Mother provides creative, strategic, educational, and consultancy-based services. Due to the time, preparation, research, and intellectual property involved in these services, refunds are handled differently to physical products.

1. Deposits & Payments

Where a deposit or payment plan is offered, this secures your booking, time slot, and any preparation work completed prior to the service taking place.

Unless otherwise stated in writing, deposits are non-refundable.

2. Change of Mind

Refunds will not be provided for:

Change of mind

Deciding not to use the service after purchase

Lack of implementation or participation

Results or outcomes not meeting personal expectations

Failure to attend live calls, workshops, or booked sessions

3. Rescheduling

For online services, sessions, or calls, a minimum of 48 hours’ notice must be provided for any rescheduling request.

Each booking may be rescheduled once free of charge, subject to availability. Any further rescheduling requests may incur an additional fee.

Where less than 48 hours’ notice is given, or in cases of non-attendance, the session may be considered forfeited without refund.

For in-person services, workshops, events, or bookings, rescheduling requests will be considered where possible. However, the client will remain responsible for any non-refundable costs already incurred by The Mother, including but not limited to accommodation, venue hire, travel, staffing, or third-party supplier costs.

Any additional costs resulting from the rescheduling may also be payable by the client and full details will be provided when the rescheduling request is made.

4. Cancellations by The Mother

In the unlikely event that we need to cancel or reschedule a service, session, event, or workshop, you will be offered either:

A rescheduled date

Credit towards another service

A refund where appropriate

5. Digital Products & Downloadable Resources

Due to the instant-access nature of digital products, templates, guides, recordings, downloads, and educational resources, these are non-refundable once accessed or delivered unless faulty or not as described.

6. Statutory Rights

Nothing within this policy affects your statutory consumer rights under UK law.