Refund policy
Last updated: September 28, 2026
This policy applies to gifts supplied by MerrySend, operated by Businesy LLC d/b/a MerrySend, 6 Tower Rd, Broomall, PA 19008, United States. It forms part of our Terms of Service.
The short version
If something arrives damaged, defective or not what you ordered, tell us within 7 days and we will replace it at no cost to you. Unused, unpersonalised items can be returned within 30 days. Engraved and personalised items cannot be returned unless they are faulty.
If something is damaged, defective or wrong
Email info@merrysend.com within 7 days of delivery with your order number, the recipient or address concerned, and a photo of the problem.
We will replace the item at no cost to you, or credit it against your invoice if you would rather. We will not ask you to ship a damaged item back unless the manufacturer requires it for a warranty claim, and if we do, we pay the return shipping.
Where a gift went directly to a recipient, we will arrange the replacement to the same recipient unless you tell us otherwise.
Returning something you simply do not want
Unused items in their original, unopened packaging can be returned within 30 days of delivery. Contact us first for a return authorisation; returns sent without one may not be accepted.
Return shipping is your responsibility in this case, and the item must reach us in resaleable condition. Once we have received and checked it, we refund or credit the price of the item, excluding the original outbound shipping.
What cannot be returned
- Engraved, printed, embroidered or otherwise personalised items. These are made to order for you and cannot be resold. They are returnable only if they are defective or do not match the proof you approved.
- Made-to-order and custom-assembled gifts, including bespoke boxes built to your specification.
- Food, drink and other perishable goods, and items sealed for health or hygiene reasons where the seal has been broken.
- Items returned after 30 days, or returned used, worn or without their original packaging.
Proofs and personalisation errors
Where we send a proof and you approve it, the approved proof is what we produce. We will correct and replace anything that does not match it. We cannot refund a spelling, name or date that was wrong on the proof you approved, though we will always tell you the cost of a rerun before you decide.
Cancelling before anything ships
Before you approve a quote, you can cancel or change anything at no cost. After you approve, tell us as soon as you can: we will cancel anything we have not already committed at no charge, and we will show you exactly what has been committed. Once an item has been personalised or has shipped, it is payable in full.
Refunds and credits
Where an invoice is still open, we credit the amount against it. Where you have already paid, we refund to the original payment method within 10 business days of approving the claim or receiving the returned item.
For recognition programs, credits are applied to the next quarterly or monthly invoice by default.
Shortages and missing parcels
Please check quantities on arrival. Tell us about a shortage within 7 days of delivery and we will investigate with the carrier and make it good. For a parcel marked delivered but not received, contact us and we will open a carrier trace; these usually resolve within 5 business days.
Contact
Businesy LLC d/b/a MerrySend, 6 Tower Rd, Broomall, PA 19008, United States
info@merrysend.com