Returns & Reprints Policy

1. General Policy

At MAYA DTF, customer satisfaction is extremely important to us. Because we produce custom-printed transfers made specifically to each order, our return and refund policies differ from standard retail products.

This policy explains when refunds, reprints, or store credits may be issued and outlines the responsibilities of both MAYA DTF and the customer.

By placing an order on our website, you agree to the terms outlined below.

2. Eligibility for Refunds

2.1 Refund Request Timeframe

Refund requests must be submitted within 7 calendar days of the original purchase date.

2.2 Refunds Are Only Eligible If:

  • The refund request is submitted before the order has entered production or printing

  • The order has not been printed, shipped, or picked up

  • The product or service remains unprocessed and unused

  • Valid proof of purchase is provided (order number, receipt, or invoice)

3. Refund Process (Before Printing Only)

3.1 How to Request a Refund

To request a refund before printing begins, please contact our support team at:

📧 weborders@txmaya.com

Include:

  • Your order number

  • The reason for the refund request

3.2 Refund Approval & Timeline

Once your request is reviewed and approved:

  • Refunds are issued to the original payment method

  • Please allow 3–7 business days for processing, depending on your bank or payment provider

4. No Refunds After Printing, Shipping, or Pickup

4.1 Custom Product Policy

Once an order has been:

  • Printed

  • Shipped

  • Picked up

No refunds or cancellations can be issued.

All MAYA DTF products are custom-made and cannot be resold or reused.

4.2 Post-Production Issues

If you experience an issue with a printed product, you may be eligible for a reprint (see Section 5), but refunds are not guaranteed once production has begun.

5. Reprints Policy (Important)

We will gladly offer a reprint at no cost if the issue is determined to be caused by our production error.

5.1 Eligible for Reprint:

  • Incorrect size produced (not matching the order)

  • Print defects (banding, missing ink, severe color issues)

  • Misalignment or cutting errors

  • Incorrect product produced

5.2 Not Eligible for Reprint:

  • Customer-uploaded file issues (low resolution, incorrect colors, transparency problems)

  • Incorrect size selected by the customer

  • Color differences caused by screen vs print variation

  • Errors approved during proofing or file upload

  • Normal DTF/UV DTF print characteristics

  • Damage caused during heat press application

  • Improper application or surface preparation

5.3 Reprint Claims Deadline

Reprint requests must be submitted within 5 business days of delivery or pickup and must include:

  • Order number

  • Clear photos/videos of the issue

  • Description of the problem

Claims submitted outside this window may be denied.

6. Shipping Damage & Carrier Issues

6.1 Shipping Damage

If your order arrives damaged due to shipping:

  • Notify us within 48 hours of delivery

  • Provide clear photos of the packaging and damaged product

We will assist with carrier claims and determine reprint eligibility.

6.2 Lost or Delayed Shipments

MAYA DTF is not responsible for carrier delays once an order has shipped. However, we will assist in filing claims when applicable.

7. Customer Errors & Processing Delays

7.1 Customer Responsibility

Customers are responsible for ensuring:

  • Correct file uploads

  • Correct sizing selections

  • Correct shipping information

  • Correct product selection

7.2 Delays Due to Customer Error

Any delay caused by:

  • Incorrect files

  • Missing information

  • Incorrect shipping details

will result in extended processing and shipping times and does not qualify for refunds or compensation.

8. Late or Missing Refunds

8.1 What to Check First

If you haven’t received a refund:

  • Check with your bank or credit card provider

  • Processing times vary by institution

8.2 Still Need Help?

If the issue persists, contact us at:

📧 weborders@txmaya.com

9. Policy Changes

MAYA DTF reserves the right to modify this policy at any time without prior notice.
Any updates will take effect immediately upon being published on our website.

10. Contact Information

For questions regarding refunds, reprints, or order issues, please contact:

📧 weborders@txmaya.com