Shipping & Returns
Returns, Refunds & Delivery Policy
This policy explains how to cancel or return an eligible order, what happens with personalised and custom-printed products, how faulty items are handled and what to expect from delivery.
Our returns policy at a glance
Most new, unused and unopened non-personalised stock items may be returned under our voluntary policy if you contact us within 30 days of delivery.
Returned items must be in resaleable condition with their original packaging, labels and accessories. We may reduce a refund where handling has gone beyond what is reasonably necessary to inspect the item.
Contact DTFX before returning anything. Unauthorised returns may be delayed because we need to match the parcel to the correct order and return request.
Which items can be returned?
Eligibility depends on the product, condition and reason for the return.
Eligible stock items
Unused, unopened and non-personalised products in their original resaleable condition may qualify under our 30-day policy.
Personalised products
Products made to your specifications normally cannot be returned simply because you changed your mind.
Faulty or incorrect goods
Contact us promptly if an item is faulty, damaged, misdescribed or different from what you ordered.
Eligible change-of-mind returns
- Non-personalised stock products
- Unused and unworn garments
- Original labels still attached
- Original packaging retained
- Complete accessories and parts
- Resaleable condition
Normally excluded from change-of-mind returns
- Personalised, embroidered or custom-printed garments
- DTF and UV DTF transfers printed from customer-supplied artwork
- Custom gang sheets and made-to-order designs
- Products altered, cut, pressed, applied, washed or worn
- Sealed hygiene-sensitive products once unsealed, where applicable
- Any other product exempt from cancellation under applicable law
Your statutory rights are unaffected: an exclusion for change-of-mind returns does not apply when a consumer product is faulty, not as described or otherwise fails to meet applicable legal requirements.
Consumer cancellation rights for online orders
Where the legal right to cancel applies, a UK consumer may cancel an eligible distance-sale order within 14 days after receiving the goods without giving a reason. After notifying us, the goods must normally be returned within a further 14 days.
These cancellation rights generally do not apply to goods made to the consumer’s specifications or clearly personalised. They also differ from rights relating to faulty goods.
For an eligible cancellation, we will refund the basic cost of delivering the goods to you. If you selected a more expensive delivery option, the additional amount above our least expensive standard delivery service is not normally refundable.
You are responsible for the direct cost of returning change-of-mind goods unless DTFX agrees otherwise. We recommend using a tracked service and retaining proof of postage.
Faulty, damaged or incorrect items
Contact us as soon as reasonably possible with your order number, a clear description of the issue and photographs showing the product, packaging and any damage.
Do not dispose of, alter, wash, press, apply or return the product until we have reviewed the issue and provided instructions. We may need the goods returned for inspection.
Where DTFX is responsible for a confirmed fault or picking error, we will provide an appropriate remedy and cover reasonable return costs in accordance with your legal rights.
Artwork and application issues
Customer-supplied artwork is printed from the files and sizes submitted. Spelling mistakes, low-resolution images, unwanted backgrounds and incorrect dimensions in approved artwork are not manufacturing faults.
Damage caused by unsuitable garments or surfaces, incorrect pressing, incorrect UV DTF application, failure to test or use contrary to supplied guidance may not qualify as a product fault.
Contact us before continuing production if you believe a transfer is defective.
How to request a return
Contact us
Send your order number, the item details and the reason for the request.
Wait for instructions
We will confirm whether the return is eligible and explain the next step.
Pack securely
Protect the products and include the requested return information inside.
Keep your receipt
Use an appropriate tracked service and retain evidence that the parcel was sent.
Do not return goods without contacting DTFX first. Send your order number and details through our contact page. Returns should only be sent to the address and using the method confirmed in our instructions.
Refunds
Once an eligible return has been received and checked, we will issue the approved refund to the original payment method unless another method has been expressly agreed.
For a consumer cancellation where the statutory right applies, the refund will be made within 14 days after we receive the goods or receive satisfactory evidence that they have been returned, whichever is earlier.
Your bank or card provider may take additional time to display the funds after DTFX has processed the refund.
Return delivery costs
For a change-of-mind return, the customer normally pays the return delivery cost. Original premium or express delivery upgrades are not normally refundable beyond the value of standard delivery where the law requires that amount to be refunded.
Where an item is confirmed as faulty or DTFX sent the wrong product, we will cover reasonable return costs or provide a suitable return method.
DTFX is not responsible for a return parcel until it reaches us, so suitable packaging and tracked delivery are recommended.
Delivery and shipping
The delivery services available for an order are displayed during checkout and depend on the destination, parcel size, weight, product type and courier availability.
- Dispatch is not delivery: a dispatch date is when the order leaves DTFX; delivery occurs later through the selected courier.
- Estimated dates: courier and checkout estimates are not guaranteed unless a guaranteed service has been expressly confirmed.
- Production times: personalised, embroidered and custom-printed orders require production before dispatch.
- Address accuracy: customers must check the complete delivery address before submitting the order.
- Restricted destinations: some products or services may not be available to every destination. The options shown at checkout apply to that order.
- International delivery: only destinations offered during checkout or expressly confirmed by DTFX are available. Import taxes, customs charges and local restrictions may apply.
Delayed or missing delivery
Check the tracking link and delivery address first. Couriers may leave a parcel in a safe place, with a neighbour or at a collection point.
If tracking has not updated or the parcel has not arrived after the expected delivery window, contact DTFX promptly so we can review the shipment and, where appropriate, raise an enquiry with the courier.
Courier investigations can take time, and we may need information from the recipient before the claim can progress.
Collection from Washington
Where collection is available and selected, orders can be collected from DTFX, 7 Phoenix Road, Crowther, Washington, Tyne and Wear, NE38 0AD.
Do not travel until you have received confirmation that the complete order is ready for collection.
Business and trade customers
Statutory consumer cancellation rights do not apply to business-to-business purchases. Trade and business returns are governed by the agreed contract, these terms and applicable law.
Business customers should inspect goods promptly after delivery and report any shortage, damage, fault or error as soon as reasonably possible, providing the order number and supporting photographs.
Returns and delivery FAQs
Can I return a personalised or printed product because I changed my mind?
Goods made to your specifications or clearly personalised are normally excluded from change-of-mind returns. This does not affect your rights if the product is faulty, misdescribed or incorrectly produced by DTFX.
Can I return an unused blank garment?
An unused, non-personalised stock garment in resaleable condition may qualify under our voluntary 30-day return policy. Contact DTFX first to confirm eligibility.
What if my item is faulty or incorrect?
Contact DTFX promptly with your order number, details of the issue and clear photographs. Do not use, alter or return the item until instructions are provided.
Who pays for return postage?
The customer normally pays for a change-of-mind return. If DTFX confirms that an item is faulty or incorrect, we will cover reasonable return costs or provide a return method.
When will I receive my refund?
For a consumer cancellation where the statutory right applies, the refund will be processed within 14 days after DTFX receives the goods or satisfactory evidence that they were returned, whichever is earlier. Bank processing can take additional time.
Is an estimated delivery date guaranteed?
No, not unless a guaranteed service has been expressly confirmed. Production times and courier events can affect estimated dates.
Do you deliver internationally?
Only destinations shown during checkout or expressly confirmed by DTFX are available. Customs charges, taxes, restrictions and longer delivery times may apply.
Can I return an incorrectly sized personalised garment?
If the size supplied matches the size ordered, a personalised garment normally cannot be returned for change of mind. Check the product size information carefully before ordering. Contact us if the item supplied differs from the order.
Need help with a return or delivery?
Send DTFX your order number and a clear explanation of the issue. Include photographs where an item is faulty, damaged or incorrect.
Last reviewed: 28 July 2026. This policy does not limit or replace rights that cannot legally be excluded. Consumer rights may vary according to the circumstances and applicable law.