Refund policy

Refund Policy

Last updated: September 2026

At Tel Aviv Merch, every product is made to order by our fulfilment partner, Printful. Because each item is custom-printed specifically for you, we are unable to accept returns or exchanges for change of mind. We encourage you to review product descriptions, sizing guides, and images carefully before placing your order.

What We Cover

We will offer a full replacement or refund in the following circumstances:

Defective or damaged items: your order arrives with a print defect, manufacturing fault, or physical damage

Wrong item received: you receive a product that is different from what you ordered (wrong design, size, or colour)

Lost in transit: your order is confirmed lost by the carrier and does not arrive within 60 days of the estimated delivery date

What We Do Not Cover

Change of mind or buyer's remorse

Incorrect size selected at checkout — please refer to the size guide on each product page before ordering

Minor variations in colour between what is displayed on your screen and the printed product, due to differences in monitor calibration

Damage caused after delivery

Orders delayed by customs, border control, or events outside our control

How to Request a Refund or Replacement

If your order qualifies under our refund policy, please contact us within 30 days of receiving your order (or 30 days from the estimated delivery date for lost orders) at hello@telavivmerch.com with:

Your order number

A clear photo of the issue (for defective or incorrect items)

A brief description of the problem

We will assess your claim and respond within 3 business days. Approved refunds will be processed to your original payment method within 5–10 business days. Replacements will be dispatched as a new order at no cost to you.

Cancellations

Because orders go into production quickly, cancellations can only be accepted within 24 hours of placing your order. To request a cancellation, contact us immediately at hello@telavivmerch.com with your order number.

Duties and Import Taxes

For international orders shipped outside the UK, EU, and Canada, any import duties, customs fees, or local taxes charged upon delivery are the responsibility of the customer and are non-refundable.

Contact Us

For any questions about your order or this policy, please reach out to us at hello@telavivmerch.com. We are committed to making every order right.