Refund policy
We want you to receive the correct products in good condition. Please review the following policy before requesting a return.
Return Authorization Required
All returns require prior authorization from Print Stitch Supply. Contact us through our Contact page before shipping an item back.
Items returned without authorization may not be accepted. Approved returns must be sent to the return address provided with your authorization. Do not send returns to an address shown on a shipping label unless instructed to do so.
Unopened and Unused Supplies
Return requests for eligible supplies must be submitted within 30 days of delivery.
To qualify for a return, the product must be:
- Unopened and Unused
- In its original condition
- In its original packaging
- Accompanied by proof of purchase
Opened, used, altered, damaged, or incomplete products are not eligible for return.
Consumable Products
Opened or used consumable products cannot be returned. This includes products such as inks, powders, films, threads, backing, foam, transfer materials, cleaning supplies, and other consumable production supplies.
Please confirm product specifications and compatibility before opening or using a product.
Custom DTF Transfers and Personalized Products
Custom DTF transfers, personalized products, and made-to-order items are final sale and cannot be returned or refunded unless they are defective, damaged, or produced incorrectly by Print Stitch Supply.
Customer-submitted artwork errors, incorrect dimensions, low-resolution files, spelling errors, color expectations, or other issues present in an approved or submitted file are not considered production errors.
Heat Presses and Equipment
Return authorization for an eligible heat press or other equipment must be requested within 14 days of delivery.
To qualify for a non-defective equipment return, the equipment must be:
- Unused and Uninstalled
- In new and resealable condition
- Complete with all parts, manuals, accessories, and materials
- Returned in its original packaging
Approved non-defective equipment returns are subject to a 20% restocking fee. The customer is responsible for return freight and for ensuring that the equipment is packaged and insured appropriately.
Equipment that has been used, installed, altered, damaged after delivery, or returned without all original components and packaging is not returnable.
Equipment reported as damaged, defective, or incorrect will be reviewed separately under the applicable shipping-claim or product-warranty process.
Incorrect, Damaged, or Defective Items
Inspect your order promptly after delivery. If an item arrives damaged, defective, or different from what you ordered, contact Print Stitch Supply as soon as possible.
Include your order number, a description of the issue, and clear photographs of the product and packaging when applicable. Keep all packaging and shipping materials until the claim has been resolved.
We will review the issue and determine the appropriate resolution, which may include replacement, repair, account credit, or refund. Print Stitch Supply will cover applicable return-shipping costs when we confirm that an item was shipped incorrectly or arrived damaged or defective.
Damage caused by misuse, improper installation, improper storage, unauthorized modification, normal wear, or failure to follow product instructions is not considered a product defect.
Customer-Choice Returns
For approved returns resulting from ordering the wrong product, purchasing more than needed, changing your mind, or another reason not caused by Print Stitch Supply, the customer is responsible for return-shipping costs.
Original shipping charges are not refundable unless the return results from an error by Print Stitch Supply or a confirmed damaged or defective shipment.
Refunds
Returned products will be inspected before a refund is approved. If the return meets this policy’s requirements, the approved refund will be issued to the original payment method, less any applicable restocking fee, return freight, or nonrefundable shipping charges.
Financial institutions may require additional processing time before a refund appears in the customer’s account.
Print Stitch Supply reserves the right to refuse a refund for products that do not meet the return conditions stated in this policy.
Exchanges
We do not guarantee direct exchanges. When an exchange is approved, we may process the returned item separately and ask the customer to place a new order for the replacement product.
Start a Return
To request a return or report an order problem, contact Print Stitch Supply through our Contact page. Include your name, business name, order number, product information, and reason for the request.
Do not ship any product back until you receive return authorization and shipping instructions from Print Stitch Supply.
This policy does not limit any rights that cannot legally be excluded under applicable law.