Refund policy

Refund & Returns Policy

Everything we sell is custom made to your order — transfers are printed from your artwork, and garments are printed and pressed with your logo. Nothing is pre-made stock. That shapes this policy, so please read it before you order.

Change of mind

Because every item is custom made, we cannot accept change-of-mind returns, size swaps or exchanges. This includes ordering the wrong size, the wrong colour, or changing your mind about the design after production has started.

To help you get it right first time:

  • Every apparel product page carries the real garment measurements in a size guide.
  • We send a free mockup on apparel orders before anything is printed. Check placement, size and spelling carefully — once you approve it, we print exactly what is on it.
  • Email us before you order if you would like help planning a size run, and we will help.
  • Order a free sample pack if you want to check our print quality first.

When we will replace or refund

We will replace or refund, free of charge, if:

  • The print is faulty — cracking, banding, misregistration, or wrong colour from our side
  • We printed the wrong artwork, the wrong size, or in the wrong position
  • You received the wrong item
  • The garment itself has a manufacturing fault
  • Your order was damaged in transit

We choose between replacement and refund in consultation with you.

What is not covered

  • Transfers that failed at your heat press — wrong temperature, insufficient pressure, or a skipped second press. Our Press Instructions set out the settings. Tell us what happened anyway and we will help you get them right.
  • Damage from washing against our care instructions (hot water, bleach, fabric softener, dry cleaning, or ironing directly on the print).
  • Normal wear after extended use.
  • Low print quality that results from a low-resolution file you asked us to print after we warned you.

How to make a claim

Email hello@dtfmotion.com.au within 7 days of delivery with:

  1. Your order number
  2. Clear photos of the issue
  3. A brief description of what went wrong

We respond within one business day. If we ask you to return an item, we cover the return postage.

Approved refunds are made to the original payment method within 5 business days of us agreeing the claim. Your bank may take a few days longer to show it.

Cancellations

Transfers: can be cancelled at no charge any time before printing starts — in practice, before your artwork is approved. Email us as soon as possible.

Custom apparel: can be cancelled at no charge any time before you approve your mockup. After approval we order in the garments and begin printing, so the order can no longer be cancelled.

Your rights under Australian law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes those rights. The exclusions above apply only to change of mind and to damage caused after the goods leave us, which the Australian Consumer Law does not require us to cover.

Questions

Email hello@dtfmotion.com.au.