Refund & Returns Policy

Last updated: July 23, 2026

1. Our Commitment

Heatwave Transfers stands behind every order. If we make a mistake — wrong size printed, defective transfer, or incorrect item shipped — we will reprint or refund at no cost to you. We are a Canadian business and we want every customer to come back.

2. What Is Covered

We will reprint or refund orders where the problem is caused by us:

• Print defects — smearing, cracking, colour banding, or peeling within the first wash under normal conditions.
• Colour deviation >15% from the submitted artwork (minor variation of ≤15% is normal due to monitor calibration; see Section 4).
• Wrong size printed — the transferred size differs from what you ordered.
• Incorrect items shipped — you received a different product or design than ordered.
• Missing items — part of your order did not arrive.
• Damaged in transit — carrier damage that is documented on delivery.

3. How to Request a Reprint or Refund

1. Contact us within 7 days of receiving your order. Email orders@heatwavetransfers.ca with the subject line Order #[your order number] — Issue.
2. Include clear photos of the defect, incorrect item, or damage. For print defects, photograph the transfer flat under good lighting.
3. We review within 1–3 business days and will offer one of: a full reprint shipped at no charge, a store credit, or a full refund to your original payment method.

Requests submitted after 7 days of delivery may not be eligible for a reprint or refund unless the defect is latent and could not reasonably have been discovered earlier.

4. What Is Not Covered

Because every transfer is custom-produced to your specifications, the following are not eligible for a refund or reprint:

• Artwork errors submitted by you — low resolution (under 150 DPI at print size), incorrect spelling, wrong colours, missing layers, or any other issue present in the file you uploaded. We print what you send us.
• Application errors — scorching, poor adhesion, or peeling caused by incorrect heat-press temperature, pressure, or time during application. Our instructions: 320 °F (160 °C), medium pressure, 10–15 seconds, peel warm.
• Approved proofs — if you reviewed and approved a digital proof before printing, the approved version is what we produce.
• Minor colour variation (≤15%) — DTF printing may differ slightly from what you see on screen due to monitor settings. This is industry-standard.
• Change of mind — custom-printed products cannot be returned simply because you changed your mind or no longer need them.
• Carrier delays — we are not responsible for Canada Post or Purolator service delays, but we will assist you in filing a claim for packages confirmed lost by the carrier.

5. Refund Method & Timing

Approved refunds are returned to your original payment method (credit card, debit card, or PayPal) within 5–10 business days of our approval. Store credits are applied instantly to your account and never expire.

6. Bulk & Wholesale Orders

For orders of 100+ pieces, we recommend requesting a test transfer before the full production run. We will produce and ship one proof transfer at no extra cost. Bulk orders where a proof was provided and approved are eligible for reprints on defective pieces only (not the full run).

7. Gang Sheet Orders

Gang sheets are priced by the sheet, not per design. Reprints on gang sheets where one design has a defect will replace the full sheet at our cost. Customer layout errors (designs placed incorrectly, wrong spacing) are not eligible for reprints once the sheet is printed.

8. Contact Us

We resolve issues fast — please reach out before escalating to your bank or card issuer.

• Email: orders@heatwavetransfers.ca
• Phone: (587) 590-9406
• Hours: Monday – Friday, 9 am – 6 pm MT

For full purchase terms, see our Terms & Conditions.