Returns Policy
We want you to be happy with your purchase. If something isn't right, we're here to help. This policy explains how returns and refunds work for orders placed through www.dtf.technology.
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. This is sometimes called the "cooling-off period".
To exercise your right to cancel, please contact us with your order number and a clear statement that you wish to cancel. You then have a further 14 days to return the goods to us.
Conditions for Returns
To be eligible for a return, items must be:
- Unopened and unused - products must be in their original, sealed packaging
- In resaleable condition - packaging should not be damaged, stained, or marked
- Complete - all items from the original order must be included
Items We Cannot Accept for Return
- Opened or partially used DTF ink bottles (due to contamination risk)
- Opened DTF film packs or rolls that have been removed from sealed packaging
- Opened adhesive powder containers
- Any product that has been used, installed, or loaded into a printer
This is because DTF consumables are sensitive to contamination, humidity, and environmental exposure. Once opened, we cannot verify the product's condition and cannot resell it.
How to Return an Item
- Contact us first - Send us a message or email us with your order number and which items you'd like to return. We'll confirm eligibility and provide return instructions.
- Package the items securely - Use the original packaging if possible. Items damaged during return transit due to inadequate packaging may not be eligible for a full refund.
- Ship the return - Return shipping costs are your responsibility unless the item is faulty or we sent the wrong product. We recommend using a tracked service, as we cannot be responsible for returns lost in transit.
- Refund processing - Once we receive and inspect the returned items, we will process your refund within 5 working days. Refunds are issued to the original payment method.
Faulty or Incorrect Items
If you receive a faulty product or we sent the wrong item, please contact us as soon as possible with:
- Your order number
- A description of the issue
- Photos of the faulty or incorrect item (and packaging, if relevant)
We will arrange a replacement or full refund, including return shipping costs. Under the Consumer Rights Act 2015, you have the right to a refund, repair, or replacement for faulty goods.
Damaged in Transit
If your order arrives damaged, please take photos of the packaging and products and contact us within 48 hours of delivery. We will arrange a replacement or refund at no cost to you. Please keep the original packaging until the matter is resolved, as the courier may need to inspect it.
Refunds
Refunds are processed as follows:
- Full refund for faulty items, incorrect items, or items damaged in transit (including any shipping costs you paid)
- Product cost refund for change-of-mind returns within the 14-day cooling-off period (original shipping costs may be deducted)
- Refunds are issued to the original payment method (Stripe or PayPal)
- Please allow 5-10 working days for the refund to appear on your statement after we've processed it
Exchanges
We don't offer direct exchanges. If you'd like a different product or variant, please return the original item for a refund and place a new order. This ensures the fastest turnaround as we don't need to wait for the return before shipping your replacement.
Business Customers
If you are purchasing as a business (not a consumer), the 14-day cooling-off period under the Consumer Contracts Regulations does not apply. Business returns are accepted at our discretion for unopened, resaleable items within 14 days of delivery. Please contact us to discuss.
Need Help?
If you have any questions about returns or need to start a return, please contact us. We aim to respond within 24 hours and will do our best to resolve any issues quickly.