Refund & Reprint Policy

1. Overview

Custom orders can’t be returned for change of mind
Every transfer and gang sheet is printed from your artwork, so we can’t resell it. That’s why we don’t accept returns or exchanges because you changed your mind, ordered the wrong size or quantity, or no longer need the order.

When something is our fault, we make it right with a reprint or refund (section 6). This policy is part of our Terms & Conditions.

2. When we reprint or refund

2.1 Print defects

Visible faults we caused, such as streaks, missing colour, smudging or damaged film, and transfers that won’t release or bond when applied following our pressing instructions.

2.2 Wrong item

A different design, size, quantity or product from the one in your order confirmation.

2.3 Our production error

For example, a file printed at a different size from your order, or files missing from the order.

3. What is not covered

3.1 Low resolution or poor-quality files

Blurry, pixelated or jagged prints caused by the file itself. This applies especially when the upload page showed a resolution warning and you chose to proceed (Terms 4.2). The exception: a file that passed Design Check and printed poorly because of a resolution or sizing problem Design Check should have caught is covered (section 4.3).

3.2 Errors in your artwork

Spelling mistakes, wrong dates, layout choices and anything else in the file as you supplied it, including backgrounds left in and mirrored artwork.

3.3 Screen versus print colour

Screens show colour in RGB light; transfers are printed in ink. Some difference between your monitor and the print is normal and isn’t a defect.

3.4 Improper application

Results from the wrong heat press temperature, pressure or time, an unsuitable garment or surface, or a faulty press (Terms section 9).

Tip
Press one test piece before a full run. If it doesn’t look right, stop and contact us before pressing the rest.

4. Design Check service

4.1 What it covers

Our team reviews your uploaded files for resolution at print size, sizing and print readiness before printing (Terms section 5).

4.2 What it doesn’t cover

Spelling, wording, design choices, colour matching and artwork rights. Gang sheets aren’t included.

4.3 Does it change what’s covered?

Yes. If a file passed Design Check and prints poorly because of a resolution or sizing problem we should have caught, we’ll reprint it at no cost. Design choices and the other exclusions in section 3 still apply.

4.4 The Design Check fee

If you cancel before production, the Design Check fee is refunded.

5. How to file a claim

1. Contact us within 7 days of delivery or pickup.
2. Include your order number.
3. Send clear photos of the transfer and a close-up of the issue. If it was pressed, add a photo of the garment and your press settings.
4. Keep the transfers and packaging until we’ve resolved your claim.

Email info@threadandfilm.com or use our contact page. We reply within one business day.

6. Resolution options

6.1 Reprint or refund

When a claim is approved, the resolution is a reprint or a refund, chosen by us. It’s usually a reprint; if a reprint won’t help, tell us and we’ll refund instead.

6.2 Reprints

Reprints are produced and shipped at no cost to you by the same shipping service as your original order (Local Pickup orders are made ready for pickup).

6.3 Refunds

Refunds go back to your original payment method. We issue approved refunds within 2 business days. Your bank or card issuer usually takes 5 to 10 business days to show it. Original shipping is refunded when we refund the whole order because of our error.

6.4 Part of an order

If only part of an order is affected, we resolve only that part.

7. Order cancellations

7.1 Before production starts

Contact us as soon as possible with your order number. If production hasn’t started, we’ll cancel it and refund the full amount.

7.2 After production starts

Once your order is in production it can’t be cancelled. Orders placed before the daily cutoff usually start production the same business day, so contact us quickly. We’ll confirm by email whether we caught it in time.

8. Shipping damage or lost packages

8.1 Damaged in transit

Send photos of the outer box and the damaged transfers within 7 days of delivery, and keep the packaging for the carrier’s inspection.

8.2 Lost or missing

If tracking shows delivered but you can’t find the package, check with neighbours and your building first, then contact us within 7 days of the delivery scan. We’ll open a claim with UPS and, once UPS confirms the package as lost or damaged, reprint your order at no cost, or refund it if a reprint won’t help.

8.3 Wrong address entered

Packages sent to an address entered incorrectly at checkout aren’t covered. Reshipping costs are paid by you.

8.4 Your own shipping label

If you supplied the shipping label, the package is yours from the moment we hand it to your carrier (Terms 7.3), so you file any loss or damage claim with your carrier. We’ll give you what you need for it: the handover date, the label’s tracking number, and photos of the packed order if we took them. Sections 8.1 and 8.2 apply to labels we bought.

9. Local Pickup

9.1 Collecting your order

We’ll email you when your order is ready. Bring your order number. Pickup hours are Monday to Friday, 11 AM to 7 PM Central.

9.2 Uncollected orders

We hold orders for 30 days. After that, we’ll email you a reminder, and orders still not collected are disposed of without refund. If you’d like it shipped instead, tell us before then and we’ll ship it at your cost.

10. Contact

Questions about this policy, or need to report a problem? We’re happy to help.

Thread and Film
4127 Hollister St. Suite H, Houston, TX 77080

Email: info@threadandfilm.com
Phone: (832) 350-8693
Response time: within one business day

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