Returns & Refund Policy

We comply fully with the UK Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.

Change of Mind / Unwanted Items

If you change your mind about an item you’ve purchased, you have the right to return it within 14 calendar days of receiving it. To qualify for a return:

• The item must be unused, in its original condition, and in the original, unopened packaging.
• Return postage is the responsibility of the customer unless the item is faulty, damaged or incorrect.
  
  We reserve the right to deduct an appropriate amount from the refund if the item has been handled beyond what is necessary to assess it — in line with consumer law.

This does not apply for items which are stated as - Non-returnable items, or other wording that clearly conveys the same meaning.

RETURNING GOODS

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods to the return address as stated on your original shipping label that was on your item. We cannot be held responsible for goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable delivery service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery. 

• Certain items cannot be returned for refund or exchange due to their nature.

These include:

Perishable or consumable goods where hygiene, contamination, condition or safety is affected once opened — such as:

• Ink cartridges or Ink bottles (once opened or used)
• Cleaning fluids or liquid solutions
• flush solutions (once opened or used)
• If the seal has been broken or opened on any of the above items, they are considered used and not eligible for return, even if unused.
• Printheads are non-returnable once the safety tab has been removed from the outer box, installed, connected, or used.
  
  Please ensure you have ordered the correct item for your specific equipment before opening or installing it. If in doubt, contact us before use.
  
  Custom-made or specially ordered items are non-returnable, as they are produced or sourced to your specific requirements and cannot be resold.
  
  

DTF printers, including any printer that uses an internal or external ink-tank system, cannot be returned once ink has been placed into the ink tanks or run through the system.

Once ink has entered the machine, the printer is considered used and may no longer be eligible for cancellation, return, or refund under change-of-mind rights, subject always to your statutory rights.

If you wish to cancel your order or request a return for a printer that has not had ink installed and has not been operated in any way, you must notify us within 14 days of receiving the item.

Once you have notified us of your cancellation or return request, the item must be returned within the further 14-day return period required by law.

All returns must be sent using our arranged return-shipment method only, to ensure safe and appropriate transport of the equipment.

You will be required to provide images and/or videos of the item to confirm its condition prior to return.

The cost of returning the printer is the responsibility of the customer, unless otherwise under statutory rights under the Consumer Rights Act 2015.

Any returned machines will be inspected upon arrival.

A refund will be issued only if the machine is returned in the original condition in which it was sent.

If the machine shows signs of use, ink installation, damage, alteration, or handling beyond what is necessary to inspect the item, we reserve the right to make an appropriate deduction from the refund, or refuse the refund where legally permitted, in accordance with UK consumer law and the condition of the returned item.

Pre-order deposits are taken to secure stock, reserve production capacity, and cover administrative, supplier, and ordering costs incurred by us in processing the order.

Where a pre-order requires a non-refundable deposit, this will be clearly stated before payment is made.

In the event that the customer cancels the order, changes their mind, or fails to complete the purchase, we reserve the right to retain the non-refundable deposit as a genuine and reasonable estimate of the costs and losses incurred by us, except where a refund is otherwise required by law.

Machines or equipment that are custom ordered, specially sourced, configured, modified, manufactured, or supplied to the customer’s specific requirements are not eligible for cancellation, return, or refund under change-of-mind rights, except where statutory rights otherwise apply.

Where an order is placed as a pre-order, or where the item is described as made to order, built to order, build it to order, custom order, special order, or similar, the following terms apply.

This includes, but is not limited to, DTF printers, DTF hardware, DTF printer parts, machinery, equipment, replacement parts, upgrades, modified items, configured items, bespoke items, and any other custom or made-to-order goods stated at the time of purchase.

By placing a pre-order or custom order, you acknowledge and agree that the goods are being manufactured, assembled, sourced, configured, modified, or reserved specifically for you.

Once your order has been accepted and we have begun any part of the process, including procurement, production, assembly, configuration, modification, allocation of stock, ordering of parts, or reserving production capacity, the order cannot be cancelled simply because you have changed your mind.

Any deposit, part-payment, staged payment, or balance payment made towards a pre-order, made-to-order item, built-to-order item, or custom order is non-refundable, except where required by law.

This is because such payments are used to cover costs specifically incurred for your order, including but not limited to parts, hardware, labor, supplier costs, production time, configuration, testing, and administration.

Where a balance payment is due, the balance must be paid by the date stated on your invoice, order confirmation, or payment request. We may pause production, delay dispatch, withhold delivery, or cancel the order if the balance is not paid when due.

Estimated build, completion, or delivery dates are provided in good faith but are estimates only unless we expressly confirm in writing that a date is guaranteed. Delays may occur due to supplier lead times, production schedules, testing requirements, shipping delays, customs delays, or circumstances outside our reasonable control.

Nothing in this clause affects your statutory rights. You may still be entitled to a repair, replacement, refund, or other remedy.

For consumer customers, where goods are made to your specification or are clearly personalised, the usual right to cancel during the cooling-off period may not apply. This includes made-to-order or custom-configured DTF printers, DTF hardware, parts, machinery, or other custom orders where this is stated before purchase.

By placing a pre-order, made-to-order purchase, built-to-order purchase, or custom order, you confirm that you understand and accept that the order is specifically arranged for you and that payments are non-refundable except where required by law.

A 12 months manufacture's warrenty is supplied as standard with DTF Warehouse Printers, this will cover:

All non-ink-related components are covered by a 12-month manufacturer’s warranty from the date the item is received, which is dictated via shipping tracking data. This warranty covers defects in materials and workmanship under normal use.

The warranty does not cover faults or damage resulting from improper care, incorrect use, inadequate or improper maintenance, the use of non-approved parts, components or products, or damage caused by user error.

Please note that your DTF printer may record operational data, including error logs, cleaning cycles, print activity and duration, as well as other usage information. This data may be used to support diagnostics and warranty assessments.

Ink-Related Components Warranty Exclusions

Due to the nature of DTF printing technology, all ink-related components are classed as consumable or high-wear parts. As a result, the following items are not covered under a manufactures warranty unless a manufacturing defect is present at the time of delivery:

• Printheads
  
• Dampers
  
• Ink lines and tubing
  
• Pumps
  
• Capping stations and caps
  
• Wiper blades
  
• Maintenance tanks, waste ink systems or waste pads
  
• Ink filters
  
• And or any part that comes into direct contact with ink or cleaning fluids
  

These components are subject to normal wear, environmental conditions, user maintenance practices, and the natural behaviour of ink chemistry. As such, failures or performance issues relating to these parts do not constitute a warranty fault.

Customers are required to carry out regular maintenance, use appropriate consumables, and follow all recommended cleaning procedures to minimise wear. Damage caused by improper maintenance, incorrect cleaning, or neglect is not covered under any warranty.

Using products other than DTF Warehouse ink, film, cleaning fluid and parts will void your warrenty.

Right to attempt repair or replacement:

Under the Consumer Rights Act 2015, DTF Warehouse must be given a reasonable opportunity to repair or replace the product before a refund can be considered.

• We reserve the right to attempt a repair first where appropriate.
  
• If parts or replacements are required, they will be like-for-like or equivalent in performance.
  
• Repairs will be completed within a reasonable timeframe, depending on technical requirements and availability of parts.
  
• Warranty repairs do not include compensation for business downtime or loss of earnings.
  

Number of Repair Attempts – Complex Machinery Clause

DTF machinery is technically complex and can have multiple potential causes for a single fault. For this reason, the law permits a reasonable number of repair attempts, and this is especially relevant for specialised printing systems.

• A single “repair attempt” may involve multiple diagnostic tests, adjustments, or part replacements.
  
• More than one repair visit or intervention may be required and is considered reasonable due to the layered nature of DTF fault diagnosis.
  
• A refund, price reduction, or replacement will only be considered if the fault cannot be repaired within a reasonable timeframe or persists after multiple reasonable attempts, taking into account the complexity of the equipment.
  
• Where a refund is due, a deduction for use, wear, or depreciation may legally be applied, in accordance with the Consumer Rights Act 2015.

This clause is fully compliant with UK consumer law, which does not impose a single-repair rule, and allows businesses to conduct repairs appropriate to the technical complexity of the product.

Customer Responsibilities During Warranty Investigation

To maintain warranty eligibility, the customer must:

• Perform regular and appropriate maintenance.
  
• Use the machine in accordance with operating guidelines.
  
• Provide all requested diagnostic information.
  
• Avoid continuing to use the machine if doing so risks further damage after a fault is identified.
  

Damage caused by misuse, improper maintenance, or continued operation after a fault has developed may not be covered under warranty.

Statutory Rights

Nothing in this policy removes or restricts your legal rights under the Consumer Rights Act 2015.

All warranties on these items (IF APPLICABLE AND A WARRANTY IS STATED) DO NOT cover the the shipping cost for replacement parts.

This cost is to be covered by the consumer & the consumer may be offered alternative shipping times and or costs for any or all replacement parts to aid the consumer.

Time frames for shipping of replacement parts cannot be guaranteed due to stock levels.

Cancellations are unavailable once your order has been placed, if your cancelation is processed PRIOR to the order being processed, your refund will be subject to any and all fees occurred by DTF WAREHOUSE.

Returns & exchanges are not available for Printers, Shakers & Printer bundles and the consumer is required to apply the correct maintenance to these items.

DTF WAREHOUSE will not be liable for any damage to Printers, Shakers, Printer Bundles, Curing Ovens, Air Purifiers/Extractors due to user error.

Where replacement parts, consumables, components, or accessories are supplied by DTF Warehouse, it is the customer’s responsibility to ensure that such parts are suitable for their machine and are installed, fitted, configured, and used correctly.

Unless installation is carried out by DTF Warehouse or an authorised technician appointed by DTF Warehouse, any installation, replacement, adjustment, repair, or modification is carried out at the customer’s own risk.

DTF Warehouse shall not be liable for any damage, fault, loss, or failure caused by incorrect installation, incorrect fitting, misuse, improper handling, unauthorised repairs, unauthorised modifications, failure to follow instructions, or installation by an unqualified or unsuitable person.

Any damage caused to a machine, component, printhead, motherboard, ink system, cabling, firmware, software, or other related equipment as a result of incorrect installation or use of parts will not be covered under warranty.

Customers are advised to contact DTF Warehouse for guidance before fitting replacement parts if they are unsure.

DTF Warehouse may recommend professional installation for certain parts. Any guidance provided remotely is based on the information supplied by the customer and does not make DTF Warehouse responsible for incorrect installation or subsequent damage unless caused by DTF Warehouse’s own negligence.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability which cannot legally be limited or excluded under applicable law.

Where DTF Warehouse agrees to inspect, diagnose, service, repair, supply parts for, or provide technical support in relation to any printer, machine, component, accessory, software, firmware, or related equipment, the following terms apply.

Any timescales given for inspection, diagnosis, servicing, repairs, replacement parts, or support are estimates only and may vary depending on the nature of the fault, parts availability, workload, courier delays, supplier delays, or any further issues discovered during inspection or repair.

Diagnostic work may involve testing, disassembly, cleaning, firmware checks, software checks, replacement parts, or other reasonable technical steps required to identify or resolve a fault. The customer accepts that certain faults, defects, or further issues may not be visible until diagnostic or repair work has begun.

DTF Warehouse will not be responsible for any pre-existing faults, hidden defects, wear and tear, corrosion, ink contamination, blocked ink systems, damaged printheads, electrical damage, liquid damage, software or firmware issues, customer misuse, incorrect setup, lack of maintenance, unsuitable consumables, third-party repairs, unauthorised modifications, incorrect installation, incorrect fitting, or damage caused by the use of unsuitable or incorrect parts.

Any repair, service, inspection, or support carried out by DTF Warehouse is limited to the specific issue reported by the customer or identified during inspection. Unless expressly confirmed in writing, a repair, service, or inspection does not amount to a full machine refurbishment, full condition report, full safety check, or guarantee that no other faults exist.

Where replacement parts, consumables, components, or accessories are supplied by DTF Warehouse, it is the customer’s responsibility to ensure that such parts are suitable for their machine and are installed, fitted, configured, handled, and used correctly. Unless installation is carried out by DTF Warehouse or an authorised technician appointed by DTF Warehouse, any installation, replacement, adjustment, repair, modification, or fitting is carried out at the customer’s own risk.

DTF Warehouse shall not be liable for any damage, fault, loss, failure, downtime, or additional repair costs caused by incorrect installation, incorrect fitting, misuse, improper handling, unauthorised repairs, unauthorised modifications, failure to follow instructions, use of unsuitable tools, use of incorrect parts, or installation by an unqualified or unsuitable person.

Any damage caused to a machine, component, printhead, motherboard, ink system, cabling, firmware, software, or other related equipment as a result of incorrect installation, incorrect fitting, incorrect handling, or misuse of parts will not be covered under warranty.

DTF Warehouse may recommend professional installation for certain technical, sensitive, electrical, mechanical, or specialist parts. Customers are advised to contact DTF Warehouse for guidance before fitting replacement parts if they are unsure.

DTF Warehouse may refuse to install or use parts supplied by the customer or by third parties. Where DTF Warehouse agrees to fit customer-supplied or third-party parts, this is done at the customer’s own risk. DTF Warehouse does not guarantee the quality, compatibility, safety, condition, or performance of customer-supplied or third-party parts and shall not be liable for faults, damage, incompatibility, poor performance, or further repairs required as a result of those parts.

Any warranty provided by DTF Warehouse on repair work will not apply to customer-supplied parts, third-party parts, or faults caused by those parts.

Diagnostic, inspection, call-out, collection, delivery, return shipping, and labour charges may apply whether or not a repair is completed.

If no fault is found, the fault cannot be reproduced, the issue is caused by user error, incorrect setup, software settings, unsuitable consumables, lack of maintenance, customer damage, third-party parts, or the customer chooses not to proceed with a quoted repair, DTF Warehouse may still charge reasonable diagnostic, labour, collection, delivery, return shipping, or administrative fees.

Where a repair requires replacement parts, the customer is responsible for the cost of those parts unless the repair is covered under an applicable warranty. DTF Warehouse may decline to carry out a repair where a machine is considered uneconomical, unsafe, excessively contaminated, previously modified, incomplete, or unsuitable for repair.

The customer is responsible for backing up any software settings, print profiles, ICC profiles, artwork, files, configurations, passwords, network settings, or other data before any inspection, service, repair, update, or support work is carried out.

DTF Warehouse shall not be liable for loss, deletion, corruption, or alteration of software, firmware, profiles, settings, artwork, files, or data unless caused directly by DTF Warehouse’s negligence.

Any remote support, troubleshooting, video guidance, telephone advice, written guidance, setup assistance, software advice, firmware advice, or technical guidance provided by DTF Warehouse is based on the information provided by the customer. The customer is responsible for following instructions carefully and ensuring that any work they carry out is within their ability.

DTF Warehouse shall not be liable for damage caused by the customer incorrectly following advice, omitting steps, using unsuitable tools, using incorrect parts, carrying out work beyond their competence, or failing to stop using a machine when advised to do so.

Where DTF Warehouse considers that a fault, repair, or installation requires professional attention, the customer may be advised to stop using the machine and arrange professional inspection, installation, servicing, or repair.

Where equipment is left with DTF Warehouse for inspection, servicing, or repair, the customer must pay all agreed or applicable charges and arrange collection or delivery once notified that the equipment is ready.

If equipment is not collected, delivery is not arranged, or payment is not made within a reasonable period after notification, DTF Warehouse may charge reasonable storage fees.

If equipment remains unpaid for or uncollected for an extended period, DTF Warehouse may, after providing reasonable written notice, dispose of, recycle, or sell the equipment to recover outstanding diagnostic, repair, labour, storage, delivery, or administrative costs, where permitted by law.

DTF Warehouse shall not be liable for any loss of business, loss of profits, loss of revenue, loss of production, loss of contracts, loss of goodwill, loss of opportunity, business interruption, downtime, wasted materials, wasted consumables, or any indirect or consequential loss arising from the supply, installation, use, failure, delay, inspection, diagnosis, servicing, repair, or non-availability of any printer, machine, part, component, consumable, software, firmware, support, or related equipment, except where such liability cannot legally be limited or excluded.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability which cannot legally be limited or excluded under applicable law.

If you have any questions regarding our policies, please don’t hesitate to get in touch. You can contact us by email at contact@dtfwarehouse.co.uk, by telephone on

01702 382344, or by post at:

DTF Warehouse
Unit C9, Seedbed Business Centre
Vanguard Way
Shoeburyness
Essex