HemaMerch

Return Policy

Last updated: 2026-10-09

1. Right of withdrawal (14 days)

You have the right to withdraw from the contract within 14 days of receiving the products, without giving any reason, under Art. 52 ff. of the Italian Consumer Code (D.Lgs. 206/2005, implementing Directive 2011/83/EU).

To exercise it within 14 days of receipt, use the online Withdraw from contract here function (linked at the bottom of every page and in your order confirmation email): you'll get an acknowledgement by email straight away. Alternatively, send us an explicit statement at shop@sword.academy. You must then return the products — unused, undamaged and in their original packaging — within 14 days of sending that statement. The direct cost of return shipping is borne by the customer. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics.

We will refund the full amount paid (excluding any supplementary delivery costs above our standard option) within 14 days of receiving your withdrawal notice. We may withhold the refund until we have received the goods back or proof that you have sent them.

2. Defective or incorrect products (legal guarantee)

Independently of withdrawal, under the mandatory 24-month legal guarantee of conformity (Art. 128 ff. of the Consumer Code) we accept returns and replacements when:

  • The received product has printing defects (blurriness, wrong colours, unprinted areas);
  • The product is physically damaged (tears, faulty stitching, stains);
  • An incorrect product was shipped (wrong size, colour, or item compared to the order).

In these cases the customer is entitled to a free replacement or, where replacement is not possible, a full refund, at no cost to them: return shipping is entirely on us.

3. How to request a return

For a withdrawal you can use the online Withdraw from contract here function; for defects, or if you prefer email, write to shop@sword.academy with your order number (in your confirmation email) and the reason for the request:

  1. Withdrawal: within 14 days of receipt; return shipping is at the customer's expense.
  2. Defect or shipping error: ideally report within 30 days, attaching clear photographs; return shipping is on us. The 24-month legal guarantee applies in any case.

4. Response times

We aim to respond within 3 business days. Withdrawal refunds are issued within the legal 14-day deadline. Replacing a product requires re-producing it (2–7 business days) plus shipping time.

HemaMerch is a small, volunteer-run project — which is exactly why the whole process is automated — so in busy periods processing may take a little longer. We will always do our best and keep you updated.

5. Exclusions

Once the deadlines above have passed, the following do not entitle a refund or replacement:

  • Withdrawal requested more than 14 days after receipt;
  • Products returned used, washed, worn or damaged by the customer;
  • Wrong size raised after the withdrawal period (always consult the size guide);
  • Colour differences due to monitor calibration;
  • Normal wear and tear.

6. Applicable law

This return policy is drawn up in accordance with the Italian Consumer Code (D.Lgs. 206/2005), EU Directive 2011/83/EU on consumer rights, and Regulation (EU) 2016/679 (GDPR) regarding the processing of personal data in the management of returns.