Effective Date: August 2, 2025
At The General Merchant, we are committed to providing quality products and excellent customer service. Please read this Refund & Returns Policy carefully before making a purchase.
By placing an order on https://tgeneralmerchant.com/, you agree to the terms outlined below.
1. General Return Policy
All goods sold by The General Merchant are final and are not eligible for return or exchange once delivered.
The only exception is where an item is damaged during transit or delivered in a damaged condition.
We encourage customers to carefully review product descriptions, specifications, and quantities before completing their purchase.
2. Damaged or Incorrect Items
If your order arrives:
- Damaged during delivery;
- Broken;
- Defective due to shipping damage; or
- You receive the wrong item,
please notify us within 48 hours of receiving your order.
To help us process your claim quickly, please provide:
- Your order number or proof of purchase;
- Clear photographs of the damaged item;
- Photographs of the product packaging;
- A brief description of the issue.
Failure to report shipping damage within the stated period may affect our ability to process your claim.
3. Inspection and Approval
Once your claim is received, we will review the information provided and may request additional details if necessary.
If your claim is approved, we will, at our discretion:
- Replace the damaged item;
- Exchange it for the same product (subject to availability); or
- Issue a refund to your original payment method where a replacement is not possible.
4. Non-Returnable Items
Except for items damaged during transit, we do not accept returns or exchanges for:
- Change of mind
- Incorrect product selection by the customer
- Products that have been used, installed, or altered
- Products without proof of purchase
- Clearance or sale items
- Personal care, hygiene, or sanitary products (where applicable)
- Custom-made or special-order products
5. Refunds
Approved refunds will be processed using the original method of payment.
Depending on your bank or payment provider, refunds may take 5–10 business days (or longer) to appear in your account after they have been processed.
Shipping and delivery charges are generally non-refundable, except where the return is due to our error or a product damaged during delivery.
6. Late or Missing Refunds
If you have not received your approved refund:
- Check your bank account again.
- Contact your bank or payment provider, as processing times may vary.
- If you still have not received your refund after a reasonable period, please contact our customer support team for assistance.
7. Exchanges
Exchanges are only offered where:
- The item was damaged during delivery;
- The wrong item was supplied; or
- The product has a verified manufacturing defect.
Replacement items are subject to stock availability.
8. Shipping Costs
Where a return or replacement is approved because of damage during transit or an error on our part, T General Merchant will provide instructions regarding the return and any applicable shipping arrangements.
If a customer returns an item without prior approval or for reasons not covered by this policy, any shipping costs incurred will be the customer’s responsibility.
9. Order Inspection Upon Delivery
We recommend that customers inspect their orders immediately upon delivery.
If the package appears visibly damaged, please:
- Take photographs before opening the package where possible.
- Report the issue to us as soon as possible.
- Keep the original packaging until the claim has been resolved.
10. Contact Us
If you have any questions regarding this Refund & Returns Policy or need to report a damaged item, please contact us through our website:
Website: https://tgeneralmerchant.com/
Or use the contact details provided on our Contact Us page.