Reprints & Refunds Policy – Custom DTF Transfers
Reprints & Refunds
Every transfer is custom printed for your artwork, so our policy is a little different from a typical retail store. Here's exactly how it works.
Custom printed items can't be returned
Because each order is made to order for your design, we can't accept returns or exchanges, and we don't offer refunds on printed transfers.
We fix our mistakes — free
If your order arrives with a problem that's on us, we'll reprint it or give you store credit at no charge. That covers:
- Misprints or print defects
- Wrong size or wrong quantity compared to your order
- We printed the wrong file
- Damaged or defective transfer film
- Color that's significantly different from the file you sent
What's not covered
- Application problems — wrong temperature, time, or pressure (see How to Press Your DTF Transfers)
- Issues in the file you supplied — low resolution, wrong colors in the file, cut-off edges, unwanted transparent areas
- Minor color shift between your screen and the printed result — screens and prints never match exactly
- Ordering the wrong item or changing your mind
- Wear, cracking, or peeling after incorrect application or washing
How to request a reprint
Email us at support@hexcolorprints.com within 7 days of delivery with:
- Your order number
- Clear photos of the issue — include a photo of the full sheet if it's a print-quality problem
We'll reply within 1 business day. If the error is ours, we'll reprint and ship a replacement or issue store credit — your choice.
Order didn't arrive?
If your tracking shows delivered but you don't have it, or the package is lost in transit, contact us and we'll help track it down. See Shipping & Turnaround for details.