Defective Material
- If material is not working properly a return request can be made.
- All issues with defective products must be addressed with heattransfervinyl.com within 30 days of receiving the material.
- If the product is shown to be defective through discussion with a technician, we will send a replacement upon the return of the defective material.
- A heattransfervinyl.com issued re-ship label will be sent to you via email.
- The material will be tested upon arrival—if our testing shows the material is defective, a refund will be issued. If the testing shows the material is good, we will issue a refund minus a 15% re-stocking fee.
- A credit/refund or replacement roll will not be issued by heattransfervinyl.com until we have received the product back in house and the material has been tested.
- A replacement can be sent before the defective material arrives if customer can provide photographic evidence of the defect. In this event, the customer will be charged for the material of the replacement, but not the shipping, and will be refunded upon the return of the defective material (after testing, as stated above).
- There will be no replacements on materials returned over 30 days after the return is initially approved by heattransfervinyl.com
Please note that by signing for your shipment without documenting any damages, the signee is acknowledging that the product was delivered free of damage. Heattransfervinyl.com is not responsible for the damaged product—a shipping-related damage claim can no longer be filed, and the item(s) cannot be returned.
Refunds / Credits
- Once heattransfervinyl.com receives the return, we will examine the material, and test it as needed.
- Provided the material does not need testing, (i.e. a wrong color ordered, or wrong color sent by us, etc.) the refund/credit will be processed within 3 business days of heattransfervinyl.com receiving the material.
- If the material does need testing (i.e. defective material, etc.) the material will be tested, and the refund/credit will be processed within 5 business days of receiving the material.
- Once the refund is processed, it takes 3-5 business days for it to show on your account.
- Should you choose an online credit to your account with us, we will waive the re-stocking fee if it applies, provided the order is less than $250.
- Online credits will show on your account as points that you can use to purchase more materials in the future.