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Refund policy

1. Return Conditions:

  • Supplies: Unopened and undamaged supplies may be returned. Please ensure that all items are in their original packaging and condition to be eligible for a return.
  • Equipment and Spare Parts: All equipment and spare parts, including DTF printer sets, UV printers, and heat presses, are non-returnable and non-refundable.
    If a spare part or equipment appears damaged or defective upon delivery, please do not open, operate or install the item. You must follow the instructions outlined in Section 5: Damaged Orders to submit a claim.

2. Initiating a Return:

  • Customers have a 14-day window from the delivery date to initiate a return for eligible products. Requests made after the 14-day period will not be processed.
  • To initiate a return, please complete the Order Support Request form on our website. Be sure to enter your order information accurately and provide a clear explanation of the reason for your return.
  • Note that customers are responsible for arranging and covering the costs of return shipping.

3. Restocking Fee:

  • A restocking fee of 20% plus the cost of the return shipping label will be applied to all returned items. This fee covers handling and restocking costs.

4. Non-Refundable Items:

  • All sales are final for the following items and cannot be returned:
    • DTF Printers and Printer Sets
    • UV DTF Printers
    • Shaker and Dryer Machines
    • Heat Presses
    • All Spare Parts

5. Damaged Orders:

For All Small Orders Shipped via Parcel Carriers (UPS, USPS, etc.)

  • If you receive an order that appears damaged, please complete the Order Support Request Form on our website to open a case.

  • We will coordinate directly with the shipping carrier to investigate and resolve the issue.

  • Please note that carrier resolution or reimbursement may take approximately 20–30 business days.

Spare Parts (Printheads, Boards, Electronic & Mechanical Components etc.)

  • All spare parts are non-returnable and non-refundable.

  • If a spare part appears damaged or defective upon delivery, do NOT open, operate, or install the item.

  • Take clear photos of the outer packaging and, if the box appears damaged, record a video of the unboxing.

  • Submit these materials using the Order Support Request Form on our website within 5 business days of receiving the item.

  • Any spare part that has been opened, used, or installed will not be accepted for return under any circumstance, even if the item would otherwise qualify under the damaged/defective category.

For All Large / Heavy Equipment Shipped via LTL Freight Carriers

All large and heavy equipment, including the commercial heat presses, printers and dryers, ships via freight and will arrive on a pallet or in a sealed crate. It is the customer’s responsibility to carefully inspect the shipment before signing the Proof of Delivery (POD).


If any part of the shipment appears damaged, do not accept delivery immediately. Follow the steps below to protect your claim rights.

  1. Request the driver to document the damage by creating a Damage Report.

  2. Take clear photos of:

    • The damaged crate and/or product

    • The completed Damage Report

  3. Do not sign the POD without noting the damage. Clearly mark the Proof of Delivery as "DAMAGED".

  4. Notify us immediately by phone or email.

  5. Submit the Order Support Request Form on our website to open a case. This allows us to assist you in resolving the issue with the carrier.

    ⚠️ IMPORTANT: If the damage is not documented on the Proof of Delivery at the time of delivery, we will be unable to file a claim with the freight carrier. This will result in no compensation, replacement, or reimbursement.

Your cooperation in following these steps is essential to ensure successful resolution in the event of damage. 

Resolution from the carrier company may take approximately 50-60 business days.

6. Refunds:

  • Once the returned item is received and inspected at our warehouse, refunds are processed within 1-3 business days.
  • We will notify you via email once your refund has been issued.

7. Contact Us:

  • If you have any issues or need assistance with your order, please use the Order Support Request form on our website to create a case. 
  • If you're unable to access the Order Support Request section, you may contact us at info@dtfbank.com with your order number and a brief description of the issue.