🔒 REFUND POLICY

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Overview

At Backstep Merch, we produce both ready-to-ship merchandise and custom production orders. Due to the nature of our products, all sales are subject to the policy outlined below.

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Ready-to-Ship Items (Retail)

All retail purchases are final sale.

We do not accept returns, exchanges, or cancellations on stickers, apparel, or other ready-to-ship merchandise unless the item arrives damaged or incorrect.

If your item arrives damaged or incorrect:

• Contact backstepmerch@gmail.com within 5 days of delivery
• Include your order number
• Include clear photos of the issue

If approved, we will replace the item or issue a refund at our discretion.

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Custom & Bulk Orders

(Custom patches, bulk stickers, specialty runs)

All custom and bulk production orders are final sale.

Because these items are made specifically for your department, company, or organization:

• No refunds
• No returns
• No cancellations once production begins

Production begins after:

• Final artwork approval
• Full payment is received

Once artwork is approved, Backstep Merch is not responsible for spelling errors, design errors, or layout selections approved by the customer.

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Order Cancellations

Orders may only be canceled prior to production beginning.

If production has started, the order cannot be canceled or refunded.

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Chargebacks & Disputes

If there is an issue with your order, you agree to contact Backstep Merch directly at backstepmerch@gmail.com prior to initiating a payment dispute.

Fraudulent chargebacks may be disputed and pursued to the fullest extent permitted by law.

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Contact

Backstep Merch
backstepmerch@gmail.com

Firefighter-owned. Built for your crew.