Refund policy

ONYX DTF produces custom-printed transfers made to order. Because each order is created from customer-submitted artwork and specifications, our return and refund policy is designed to be clear, fair, and production-focused.

This policy explains when we can offer a replacement, store credit, or other resolution, and what situations are not eligible due to the custom nature of DTF products.

Legal Note: ONYX DTF is a division of ONYX INK, LLC. All billing and order processing are handled under the same legal entity.

1) Custom Product Policy

DTF transfers and gang sheet orders are considered custom products because they are produced using customer-provided files, sizing choices, and order selections.

For that reason:

  • Returns are not accepted for custom-printed transfers once production has started or the order has been completed.

  • Refunds are generally not available for issues caused by customer artwork, file quality, or size selections.

However, if there is a verified production issue on our side, we will make it right.

2) What We Will Fix (Eligible Issues)

If your order arrives with a confirmed issue caused by our production process, you may be eligible for a resolution such as a replacement or store credit, depending on the situation.

Eligible issues typically include:

  • Incorrect item produced (wrong order output compared to your confirmed selection)

  • Missing items from your shipment

  • Major defects that clearly indicate a production error

To qualify:

  • The issue must be reported within the required timeframe (see Section 4).

  • Supporting evidence must be provided (see Section 5).

  • The order must be unused and unaltered (do not press the transfer if you believe it is defective).

3) What Is Not Eligible

Because DTF products are custom, the following situations are not eligible for refunds or returns:

Artwork & File Issues

  • Low-resolution or pixelated artwork

  • Incorrect file submitted by customer

  • Wrong colors due to the artwork itself or file profile limitations

  • Unintended backgrounds (example: artwork not provided with transparency)

  • Spelling errors or design mistakes inside the customer’s artwork

Sizing & Placement Issues

  • Wrong size selected at checkout

  • Expectations based on mockups rather than confirmed measurements

  • Misplacement or alignment errors during pressing

Application & Pressing Issues

  • Transfers damaged due to incorrect heat, pressure, timing, or peel method

  • Issues caused by garment type, coatings, moisture, or fabric texture

  • Damage caused by washing, drying, ironing, or improper care

Normal Variations

  • Minor variations that may occur in printing and film handling that do not affect usability

  • Differences caused by screen settings or lighting when viewing previews

4) Reporting Timeframe

To be eligible for a resolution, you must contact us within:

  • 48 hours of delivery for missing items or incorrect items

  • 48 hours of delivery for visible defects you believe are caused by production

If you wait beyond this window, it becomes difficult to verify and support claims accurately.

5) What We Need From You (Required for Review)

To review your request quickly, include:

  • Order number

  • A brief description of the issue

  • Clear photos showing:

    • The full item received

    • Close-up of the issue

    • Shipping label (when relevant)

  • If the issue is application-related, we may ask for:

    • Press settings used (time/temperature/pressure)

    • Garment material type

    • A photo of the pressed result

Important: Do not continue pressing additional transfers if you suspect a production defect. Stop and contact us first.

6) Resolution Options

If your claim is approved, ONYX DTF may offer one of the following:

  • Replacement production of the affected item(s)

  • Store credit (where appropriate)

  • Another resolution depending on the situation and order status

Resolutions are determined based on the issue type, verification, and production status.

7) Shipping Issues & Lost Packages

Once an order is handed off to the carrier, delivery timing and handling are controlled by the carrier.

If your package is delayed, misrouted, or marked delivered but not received:

  • Contact the carrier first using your tracking number

  • Then contact us so we can assist with next steps if needed

We will help guide the process, but we cannot guarantee carrier outcomes.

8) Order Cancellations

If you need to cancel or change an order, contact us immediately.
Once an order has entered production or has been processed for output, it may not be possible to cancel or modify.

9) Contact Us

For return/refund questions or to report an order issue:

Phone: 3053948500
Email: sales@onyx-ink.com
Address: 95 Merrick Way 3rd floor 340, Coral Gables FL 33134, United States