at MrM Collective, we are committed to providing high-quality products and reliable support. If you experience any issues with your order, please review the policy below and contact our support team for assistance.

Contact Us

For any return, refund, or order-related concerns, please contact us at hello@mrmcollective.com To help us process your request efficiently, please include:

• Your order number
• Photos or videos of the issue (if applicable)
• A brief description of the problem

Return & Refund Request Timeframe

Customers may request a return or refund within 30 days after the order has been delivered. However, for issues related to:

• Misprinted items
• Damaged products
• Defective items
• Lost packages

Claims should ideally be submitted within 7 days of delivery to allow for faster investigation and resolution.

Return Process

Once your request has been reviewed and approved, our customer service team will provide the correct return address and return instructions. Please note:

• Returns sent without prior approval may not be accepted.
• MrM Collective does not accept unauthorized returns.

We aim to review and process requests within 7 business days.

Conditions for Returned Items

Unless the item is defective or incorrectly produced, returned items must meet the following conditions:

• Unused
• Unworn
• Unwashed
• In original condition

Tapstitch does not accept items that are:

• Worn
• Stained
• Damaged due to misuse
• Altered after delivery

Customers are responsible for return shipping costs. We do not provide Freight-To-Collect (FTC) return services.

Refunds

If your refund request is approved:

• Refunds will be issued to the original payment method used for the purchase
• Refunds will be processed in the original purchase currency

Please note that processing times may vary depending on your payment provider.

Non-Returnable Items

The following items are not eligible for return or refund unless there is a manufacturing defect or fulfillment error:

• Tights, underwear, pajamas, swimsuits, socks, and masks (for hygiene reasons)
• Sample items
• Deliberately damaged items
• Items returned beyond the 180-day return window
• Items accurately produced according to the designs, files, or tech packs provided by the customer, but later deemed unwanted by the purchaser
• Orders delayed due to incorrect information provided by the customer, including but not limited to:Incorrect shipping address
• Incorrect phone number
• Customer-requested design or order modifications

Order Cancellation Policy

Orders may only be canceled and fully refunded while they remain in the “In Review” status. If you wish to cancel your order, please contact hello@mrmcollective.com as soon as possible. Once production has started, cancellation requests may no longer be eligible for a full refund.

Delayed Shipment Compensation Policy

Small-Volume Orders

We aim to complete production for small-volume orders within 3–7 business days, with shipment arranged no later than the 8th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 7th business day, customers may be eligible for compensation of up to 5% of the original product value.

Bulk Orders

We aim to complete production for bulk orders within 7–15 business days, with shipment arranged no later than the 16th business day after payment confirmation. If no shipping or tracking information has been provided by the end of the 16th business day, customers may be eligible for compensation of up to 5% of the original product value.

Exceptions

Delay compensation does not apply when delays are caused by customer-side changes or issues, including but not limited to:

• Design modifications
• Additional customization requests
• Incorrect shipping information
• Pending customer confirmation

MrM Collective reserves the right to determine whether such circumstances apply.

Lost Packages

For packages confirmed as lost in transit, claims should be submitted within 7 days after the estimated delivery date. Our support team will work with the logistics provider to investigate and provide a resolution.