Return Policy

At Wellington House Inc (DBA HouseDTF.com), we pride ourselves on producing high-quality custom DTF (Direct to Film) transfers tailored to your unique specifications. Due to the custom nature of our products, our return policy is as follows:

All Sales Are Final – No Returns Accepted

As each DTF transfer is custom-made based on your uploaded artwork and specifications, we do not accept returns or offer refunds for orders once they have been placed and produced. Please ensure all details, including artwork, sizing, and quantities, are correct before finalizing your order.

Our Commitment to Quality & Problem Resolution

While we do not accept returns, your satisfaction is very important to us. We stand by the quality of our craftsmanship and the accuracy of our order fulfillment. In the rare event that there is a verifiable problem with your order that is due to an error on our part, we are committed to finding a fair resolution.

Issues That May Qualify for Resolution (at our discretion):

We may offer to replace your order, either at a discount or free of charge, if the issue is a direct result of:

• Manufacturing Defects: Issues with the print quality directly attributable to our production process (e.g., significant print errors, peeling before application, missing ink).
• Incorrect Order Fulfillment: You received an item that is clearly different from what you ordered (e.g., wrong design, wrong size, wrong quantity, wrong cut as compared to your confirmed order specifications).

Issues That Are Generally NOT Covered:

We cannot be held responsible for and generally will not offer replacements for issues arising from:

• Customer Error: Mistakes in the artwork, sizing, or quantity provided by the customer during the ordering process. This includes typos, incorrect dimensions submitted, or low-resolution files.
• Color Discrepancies: As stated in our Artwork Guidelines, we cannot guarantee color matching. Variations in color may occur due to using color values other than CMYK, the format of the file uploaded, and other factors. Subtle variances within a color are reviewed by our team and considered acceptable.
• Damage During Application: Issues that occur during the customer's application process of the DTF transfers (e.g., incorrect heat press settings, improper peeling, stretching, or damage caused by the application equipment or technique).
• Customer Dissatisfaction with Design: If the transfer accurately reflects the artwork provided but you or your customer are unhappy with the chosen design or its appearance on your garment.

Reporting an Issue – Our Resolution Process:

If you believe there is a problem with your order that falls under our responsibility, please follow these steps:

1. Inspect Your Order Immediately: Upon receipt of your transfers, please inspect them thoroughly before attempting any application.
2. Contact Us Promptly: You must notify us of any issues within 3 business days of receiving your order. Please send an email to support@housedtf.com with the following information:
   • Your Order Number
   • A clear description of the problem
   • High-resolution photos or videos clearly showing the defect or discrepancy. This is essential for us to assess the issue.
3. Assessment: Our team will review your claim and the provided evidence. We may request further information or the return of the defective product for our inspection (at our expense if required).
4. Resolution: If we determine that the error was on our part, we will discuss the appropriate resolution with you, which may include a discount on a replacement order or a free replacement of the affected transfers. This decision will be made at our sole discretion.

Contact Us

For any questions regarding your order or our policy, please do not hesitate to contact our customer service team at support@housedtf.com or call us at 800-234-4890 during business hours.