Refund policy
Effective Date: October 28, 2026
DTF Printer USA offers a clear return process for supplies, including separate procedures for ordinary customer-initiated returns and defective-product claims. Commercial equipment and replacement parts are not eligible for ordinary returns or refunds; shipping damage and manufacturing defects are handled under our Shipping & Delivery Policy and applicable Limited Warranty Policy.
Eligible Supplies Returns
Customers may request an ordinary return within 30 days after receiving their order. Only unopened, unused, and undamaged supplies in their original packaging are eligible for ordinary customer-initiated returns. Customers must obtain return authorization from DTF Printer USA before shipping an item back. This 30-day request period applies to supplies only. Defective supplies are addressed separately under Section 4; the unopened-product requirement for ordinary returns does not apply to defective-product claims.
Return Shipping Address: DTF Printer USA, 12603 Executive Drive Suite 814, Stafford, TX 77477, United States. Please obtain return authorization before sending any items.
Equipment & Replacement Parts
Commercial equipment, including DTF printers, UV printers, powder shaker dryers, heat presses, and embroidery machines, as well as replacement parts, are non-returnable and non-refundable for ordinary returns, except as required by applicable law. Shipping damage, incorrect shipments, and qualifying manufacturing defects will be reviewed under the Shipping & Delivery Policy and applicable Limited Warranty Policy. If equipment arrives damaged during shipping or has a manufacturing defect, DTF Printer USA will review the issue and provide the necessary technical support, repair, or replacement of defective components in accordance with our warranty and shipping policies.
Customer-Initiated Returns & Fees
When eligible supplies are returned because the customer no longer wants the product—not because it is damaged, defective, or incorrectly shipped—an approved return is subject to a ten percent (10%) restocking fee. The customer pays return shipping, and the original shipping charge is non-refundable. These ordinary-return fees do not apply to verified DTF Printer USA fulfillment errors or to approved remedies for damaged or defective items.
Damaged, Defective or Incorrect Items
A. Small Orders Shipped via UPS
If an order arrives damaged, defective, or incorrect, customers must report the issue through our Order Support Request page (https://dtfprinterusa.com/pages/order-support-request) or by emailing info@dtfprinterusa.com. Provide the order number, a description of the issue, and clear photographs and videos of the product and packaging.
Defective Supplies: Customers may request a return for supplies believed to be defective within thirty (30) days after delivery. DTF Printer USA will provide a prepaid return shipping label. The returned product will be inspected to determine whether it is defective and whether a refund is required. Approved defective-product refunds are not subject to a restocking fee.
DTF Printer USA will review the submitted information and coordinate with the shipping carrier when necessary. Carrier damage investigations may take approximately 10–15 business days; this is an estimate of carrier processing time, not a required waiting period for every customer resolution. The carrier may contact the customer to inspect the package. Customers should cooperate with reasonable inspection requests.
The carrier investigation estimate is separate from the supplies-return inspection and refund processing periods in Section 5. Once a supplies refund is approved following inspection, an ongoing carrier investigation does not extend the three (3) business day refund issuance deadline.
Minor cosmetic damage that does not affect safety, operation, or performance does not automatically qualify an item for a return or refund. DTF Printer USA will evaluate the circumstances and determine an appropriate solution, which may include repair, replacement of an affected component, or partial compensation.
B. Large Equipment Shipped via LTL Freight
Large equipment generally arrives secured on a pallet or in a protective crate. Customers must carefully inspect the shipment before accepting delivery and signing the Proof of Delivery (POD). If visible damage is present, follow these steps:
1. Inspect the pallet, crate, packaging, and visible equipment surfaces.
2. Take clear photographs and videos documenting the visible damage.
3. If you notice any visible damage, clearly write "DAMAGED" on the Proof of Delivery (POD) before signing. Never sign the delivery document without documenting the damage.
4. Contact DTF Printer USA immediately for instructions.
5. Submit a support request at https://dtfprinterusa.com/pages/order-support-request and provide the order number, photographs, videos, and a copy of the POD showing the damage.
IMPORTANT — Visible Damage: If visible damage is not documented on the POD at delivery, the freight carrier may deny the claim. To the extent permitted by law, DTF Printer USA is not responsible for compensation, replacement, or reimbursement when the customer's failure to document visible damage prevents verification or recovery through the carrier.
Concealed Damage: If damage was not reasonably visible at delivery and is discovered after unpacking, report it promptly, preferably within 48 hours. Provide photographs and videos and keep the original packaging. Concealed damage is reviewed separately; a missing "DAMAGED" notation on the POD does not automatically disqualify the claim.
LTL freight investigations may take additional time depending on the carrier and the nature of the damage. Manufacturing defects are handled under the applicable Limited Warranty Policy.
Refund Processing
Once an authorized supplies return reaches our warehouse, DTF Printer USA will inspect it within five (5) business days. If the return or refund is approved following inspection, DTF Printer USA will issue the refund within three (3) business days after the inspection, after any applicable fees for ordinary customer-initiated returns. No restocking fee applies to an approved defective-product refund. After the refund is issued, funds typically appear in the customer's account within an additional five to seven (5–7) business days, depending on the bank or payment provider. This bank processing period is separate from the Company's refund issuance deadline.
Cancellations & Payment Concerns
Contact us promptly to request an order cancellation before shipment. Once shipped, the applicable return conditions apply. Customers are encouraged to contact our support team about order or payment concerns so we can work toward a resolution. In a payment dispute, DTF Printer USA may provide relevant transaction, order, and shipping records to the payment provider.
Contact & Support
Support form: https://dtfprinterusa.com/pages/order-support-request
Email: info@dtfprinterusa.com
General Customer Service: +1 (337) 785-6864 — available 24/7 by phone and online chat.
Technical Support & WhatsApp: +1 (346) 793-8407 — Monday through Friday, 9:00 AM to 5:00 PM Central Time (CT). WhatsApp is preferred for sharing photographs and videos.
12603 Executive Drive, Suite 814, Stafford, TX 77477, United States
General customer service provides an initial response within twenty-four (24) hours after receipt of an inquiry. This initial response does not guarantee completion of a return review, carrier investigation, or refund within twenty-four hours. Technical support is provided during the working hours stated above.
Order Support
For order status, shipping issues, return requests, or other order-related questions, use our Order Support Request form: https://dtfprinterusa.com/pages/order-support-request. Include your order number and a description of your request. Submitting the form does not constitute return authorization.