Refund policy

Last updated: 8 September 2026

At DTF Complete, every gang sheet and printed item is custom made to order from the artwork you upload. Because of this, we can't offer change-of-mind returns — but we stand behind the quality of our production, and this policy explains exactly what's covered.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

1. What's covered

We'll reprint or refund your order if the issue is caused by our production, including:

  • missing or incorrect white underbase layer;
  • poor adhesive/glue transfer, causing the print not to adhere correctly;
  • visible print defects such as banding, streaking or missing colour, caused by our printing process;
  • the wrong file printed, or dimensions that don't match your order (our error);
  • damage that occurred in transit.

2. What's not covered

As every order is custom-printed from files you supply, we can't offer refunds or reprints for:

  • change of mind, once production has started;
  • errors in the artwork or file you submitted (e.g. low resolution, wrong colour mode, spelling mistakes, wrong file uploaded);
  • colour variation between your screen and the final CMYK print — screens display colour differently (RGB) to how we print (CMYK), so exact colour matching can't be guaranteed. If precise colour matching matters for your order, we recommend ordering a sample before a full production run;
  • minor variations in print placement or sizing within normal production tolerances;
  • issues caused by incorrect heat-press application (temperature, time or pressure) once you've applied the transfer yourself;
  • delivery delays once your order has left our facility — these are the responsibility of the courier;
  • parcels lost, misdelivered, or returned to us due to an incorrect/incomplete delivery address, an Authority to Leave instruction, or your unavailability to receive or collect the delivery — see our Shipping Policy for how redelivery costs are handled in this case.

3. Cancelling an order

Every order is custom-printed to your file, and we start production as soon as your order and artwork reach us — often within minutes of you checking out. For that reason we can't offer a guaranteed cancellation window. Contact us as soon as possible and we'll check whether your job has entered production.

If you need to cancel or change an order, contact us as soon as possible at hello@dtfcomplete.com.au. If production hasn't started yet, you can choose one of two refund options:

  • Store credit — 100% of your order value, issued to your account promptly to use on a future order.
  • Original payment method — 90% of your order value refunded to your original payment method (a 10% cancellation fee applies, covering payment processing and platform fees we've already incurred on the order and can't recover). Funds typically appear within 10 business days, depending on your bank or payment provider.

Once printing has started, we're unable to cancel or refund the order, as it's already been custom-produced to your file.

The cancellation fee applies only where you choose to cancel. It does not apply where you cancel because of a failure on our part, and nothing in this section limits your rights under the Australian Consumer Law set out at the top of this policy.

4. How to report an issue

If something's wrong with your order, contact us within 7 days of delivery at hello@dtfcomplete.com.au with:

  • your order number;
  • a description of the issue;
  • clear photos (or video, for adhesion issues) of the affected print.

We'll review your claim and get back to you within 2 business days. For DTF transfers, you generally won't need to post the item back to us — photo/video evidence is enough for us to assess the claim.

5. Remedy

Where a claim is approved, we'll offer a reprint as the first option, dispatched as soon as possible. If a reprint isn't suitable, we'll issue a refund to your original payment method, generally within 10 business days.

6. Contact us

Email: hello@dtfcomplete.com.au
Phone: 0489 221 155
DTF Complete, a registered business name of QT Management Pty Ltd (ABN 38 617 235 337)
489/491 Princes Hwy, Sydenham NSW 2044, Australia