Refund policy

At DTF Direct, we have complete confidence in the quality of our film, inks and printing process. With that in mind, we are still human and there are many moving parts in the artwork preparation, printing and QC process and sometimes the human in us may miss minor details. When this happens, we treat it with the highest importance and speed, so read on to see what the process is if you are unsatisfied with a print or have an issue. 

What can you return? 

Only damaged or defective prints can be returned. What does defective mean? Defective means the issue stems from our production process and not your submitted print files. The defects we will accept are things like lack of glue adherence, missing portions of the file, and missing white layer. 

What can't you return? 

1. Anything after the 14 day lapsed return period. This is because we do not know how you have been storing your film. 
2. Poor quality transfers due to bad artwork. Anything that is uploaded for printing is assumed to be in the print quality you are hoping for, if your file results in a misprinted product, we can not be held liable. If we have the time, we may contact you to request better files however please note should this occur and you are still unsatisfied with your printing, we can not be held liable. If you have questions about your artwork, please do reach out to us before you place your order. 
3. Delays on receiving your order due to shipping delays. We can not, we repeat can NOT be held responsible for delays as a result of freight carriers. Should your order not arrive on time due to the freight carrier, we are not able to refund your order for you. 
4. Poor quality transfers due to artwork shadows and gradients. We are very transparent about what is and isn't possible with DTF so make sure you read through our tips and tricks. 
5. Unsatisfaction with print colours. Reminder, we print in CMYK which means we can not colour-match. We do not guarantee print colours and we recommend you order a sample before proceeding with a larger job if colours are important to you. On the same note, we can not print in metallic, fluro or hypercolour. If you can't print it using your CMYK printer at home then we can't print it with our CMYK Printer in the factory. 

Returns Process 

Step 1: Email hello@dtfdirect.com.au with a brief description of the issue and some photos. 

Step 2: We will review your return request and let you know if it complies with our policy. 

Step 3: If your request is approved, we will action the reprint immediately. In case of refund requests, we require the order be returned to DTF Direct before a refund can be processed.