Refund policy
Last updated: 14/11/2025
At MEGA, we work with Gelato to produce high-quality, made-to-order products. Because each item is manufactured specifically for each customer, our return and refund procedures follow the standards of print-on-demand (POD) production and EU consumer regulations.
This Return Policy applies to all products sold by MEGA within the European Union.
1. Made-to-Order Products & EU Withdrawal Rights
All MEGA products (t-shirts, sweatshirts, mugs) are custom-produced on demand once an order is placed.
Under Directive 2011/83/EU, the 14-day right of withdrawal does not apply to goods that are:
- “made to the consumer’s specifications or clearly personalised.”
Therefore:
MEGA does not accept returns or cancellations due to change of mind, wrong size selected, or customer error.
This exception is legal and standard in the print-on-demand industry.
2. Cases Eligible for Replacement or Refund
Although we cannot accept returns for non-defective items, MEGA fully covers the following situations. You are eligible for a free replacement (or refund if replacement is not possible) if:
a. The product arrives damaged
Cracks, stains, breakage, etc.
b. The product contains a manufacturing or printing defect
Incorrect print positioning, discoloration, wrong model or variant received, print errors.
c. The order received does not match the order placed
Wrong size, wrong color, wrong product (if caused by Gelato or MEGA).
d. The package is lost by the carrier
If tracking shows no updates for an extended period or the carrier confirms loss.
Important:
All claims must be submitted within 30 days after the product has been received, in line with Gelato’s quality guarantee.
3. Cases NOT Eligible for Replacement or Refund
MEGA cannot provide refunds or remakes for:
-
Wrong size ordered by the customer
-
Wrong color ordered by the customer
-
Change of mind
-
Customer wishes to exchange for another variant
-
Minor variations in color depending on screen calibration
-
Delays caused by the carrier
- Address errors preventing delivery
These are excluded because all products are produced specifically for each order.
4. No Physical Returns Accepted
Because Gelato produces items in multiple fulfillment centers and does not operate a central return address, physical returns are not possible.
MEGA cannot accept returns of products by mail.
If a product is defective, damaged, or incorrect, MEGA will request a remake from Gelato, no need to send the product back.
5. Lost Packages
A package is considered lost if:
-
The carrier confirms the loss, or
- Tracking shows no movement for an extended period (varies per carrier and country).
In such cases, MEGA will file a claim with Gelato and issue a free replacement.
6. Customer Responsibility for Accurate Addresses
Customers must ensure the accuracy and completeness of the shipping address submitted during checkout.
MEGA is not responsible for:
-
Failed deliveries due to incorrect or incomplete addresses
-
Unclaimed packages
- Returned packages (Gelato does not process returns)
If a delivery cannot be completed due to an address issue, a new shipment may require a new order at the customer’s expense.
7. How to Submit a Claim (Defect, Damage, or Wrong Item)
To submit a claim, contact us at: support@mega.com
Provide the following:
-
Order number
-
Description of the issue
-
Clear photos showing:
- The full product
- The defect/damage
- The packaging label (if relevant)
We typically respond within 48–72 hours.
If your claim is validated, we will arrange a free replacement or a refund if a replacement is not possible.
8. Processing Time for Resolutions
-
Claim review: 48–72 hours
-
Replacement production time: 1–5 business days (Gelato standard)
- Shipping time: Depends on EU destination (typically 2–7 business days)
9. Refund Method
Refunds, when applicable, are issued to the original payment method.
Depending on your bank, it may take 3–10 business days for funds to appear.
10. Contact
For questions or support: support@mega.com
MEGA Customer Support is available Monday–Friday.