Refund & Reprint Policy
Our Commitment to Quality and Your Satisfaction
At Ei DTF, your satisfaction is our top priority. We stand behind the quality of our products and are committed to ensuring you receive exactly what you ordered. Since every item is custom-made based on your designs, our policy is focused on correcting any issues through reprints. Please read this policy carefully to understand how we handle returns, reprints, and refunds.
Our Reprint Guarantee
We will provide a free reprint of your order if it has a verifiable manufacturing defect or if we have made an error in printing. This includes:
- Prints that are smudged, smeared, or have other ink-related defects.
- Significant color deviations from the provided print-ready file.
- Receiving an incorrect size or design that does not match your final order.
- Damage to the product that occurred before shipping.
Your Responsibility: Artwork and Application
We are not responsible for issues arising from customer-provided artwork or incorrect application. It is crucial that you verify your designs before uploading. We do not offer refunds or reprints for the following:
- Low-Resolution Images: Artwork that is blurry or pixelated due to a low-resolution file provided by the customer. Our uploader may warn you, but the final responsibility is yours.
- Typos and Design Errors: Spelling errors, grammatical mistakes, or other design flaws present in the original uploaded file.
- Color Matching: Issues related to color differences between your screen’s RGB color mode and our printer’s CMYK color mode.
- Incorrect Application: Damage to the transfer or garment due to incorrect heat press temperature, pressure, or application time. Please follow our application instructions carefully.
How to Request a Reprint
If you believe your order qualifies for a reprint, please follow these steps:
- Contact us within 7 business days of receiving your order.
- Send an email to sales@eidtf.com with the subject line: “Reprint Request: Order #[Your Order Number]”.
- In the email, please include:
- A clear description of the issue.
- Clear, well-lit photos of the affected product that clearly show the defect. This is required for us to process your request.
Our support team will review your request within 1-2 business days. If the issue is verified as a manufacturing defect, we will process a free reprint of the affected items and ship it to you at no additional cost.
Refunds and Store Credit
Because all of our products are custom-made for you, **we do not offer cash refunds.**
In rare cases where a reprint is not a suitable solution, we may, at our sole discretion, offer store credit for the value of the defective items. This will be determined on a case-by-case basis.
Shipping Issues
We are not responsible for delays, damages, or loss of packages caused by the shipping carrier (e.g., USPS, UPS). If your package is lost or damaged in transit, please contact the shipping carrier directly to file a claim.
Contact Us
If you have any questions about our Refund & Reprint Policy, please don’t hesitate to reach out to us at sales@eidtf.com.