Clear agreements

1. Definitions

• Merch-Master: the print and embroidery service that offers services via the website merch-master.com. Chamber of Commerce (KvK) 69450439, VAT no. NL002343806B21. You can find our full company details, including address, at /bedrijfsgegevens.
• Customer: the natural or legal person who places an order or requests a quote.
• Order: any commission to supply and print/embroider textiles.
• Proof: the digital representation of your design on the chosen product, for approval.

2. Applicability

These terms and conditions apply to all offers, orders and agreements between Merch-Master and the customer. Deviations only apply if they have been agreed in writing.

3. Orders and offers

An order is concluded once the customer places it via our online design tool and we confirm it in writing or by email. Prices on the website are compiled with care; obvious errors (e.g. an incorrect price display) are not binding on us.

4. Prices and payment

• All prices are exclusive of VAT, unless expressly stated otherwise.
• Payment is made via online payment or on invoice (by arrangement).
• For payment on invoice, a payment term of 14 days from the invoice date applies.
• In the event of late payment, the customer is in default without notice of default and owes statutory interest.

5. Supplied design

• The customer is responsible for the accuracy and lawfulness of supplied images.
• The customer warrants that they hold the necessary rights (copyright, trademark rights).
• Merch-Master cannot be held liable for the infringement of third-party rights.
• We reserve the right to refuse orders containing offensive, illegal or infringing material.

6. Digital proof

Before production, the customer receives a digital proof. Production only starts after written or digital approval. Errors in printed orders that were already visible on the approved proof are the customer's responsibility.

7. Delivery and delivery times

• Delivery times are indicative and apply from approval of the proof.
• DTF print: approximately 5–8 working days. Screen printing: 10–14 working days. Embroidery: 10–14 working days.
• Exceeding the delivery time does not give a right to rescission or compensation, unless there is serious delay and written notice of default.
• Delivery is carried out by an external carrier; the risk passes to the customer as soon as the order has been handed over.

8. Cancellation and returns

Because our products are printed or embroidered to order (personalised), the statutory right of withdrawal does not apply (Article 6:230p sub f of the Dutch Civil Code). Cancellation is possible as long as production has not yet started; any costs already incurred (e.g. materials or setup) will be charged in that case.

9. Complaints

Complaints about visible defects must be reported in writing within 7 working days of receipt via info@merch-master.com, accompanied by clear photos. We review every complaint carefully and look for a suitable solution together.

10. Liability

Our liability is limited to the amount of the order in question. We are not liable for indirect damage, consequential damage, loss of profit or non-material damage. This limitation does not apply in the event of intent or deliberate recklessness on our part.

11. Force majeure

In the event of force majeure (e.g. disruptions at suppliers, carriers or production equipment, pandemic or natural disasters), delivery times are extended by the duration of the force majeure situation. If performance is permanently impossible, both parties may rescind the agreement without compensation.

12. Intellectual property

Designs, mockups and templates developed by Merch-Master remain our intellectual property. The material supplied by the customer remains the customer's property; we use it solely to carry out the order.

13. Applicable law

Dutch law applies to all agreements. Disputes are preferably resolved by mutual consultation. If that fails, they are submitted to the competent court in the Netherlands.