We want orders to be produced correctly. Because many products are custom-made, personalized, printed, or manufactured to customer specifications, return rights differ from ordinary retail merchandise.
1. Final-Sale Products
Custom apparel, personalized products, decorated garments, DTF transfers, UV DTF decals, gang sheets, specialty-film products, approved custom orders, and print-on-demand goods are generally final sale once production begins.
We do not accept returns or provide free reprints for customer-selected size, color, garment style, quantity, artwork, spelling, date, image quality, placement, or other approved specifications.
2. Blank, Undecorated Merchandise
Eligible blank, undecorated merchandise may be returned only if unused, unworn, unwashed, unaltered, odor-free, with original tags and packaging, and authorized within 14 days of delivery.
Clearance, closeout, special-order, case-quantity, hygiene-sensitive, and manufacturer-restricted items may be final sale.
Original shipping is not refundable. Return shipping and any restocking charge disclosed before authorization may be deducted, except when the return is due to our error or applicable law requires otherwise.
3. Arden's Print Errors or Defects
Contact us within 7 calendar days after delivery or pickup for a suspected production error, material defect, missing item, or damage.
Provide the order number, a clear description, photos of the full item and close-up issue, packaging photos if damaged in transit, and the quantity affected. Keep all products and packaging until the claim is resolved.
If verified, we will reasonably provide a reprint, replacement, repair, store credit, or refund. We may require return of the affected product or a sample before resolution.
4. Color, Placement, and Garment Tolerances
Reasonable variations in monitor-to-print color, garment dye lot, print texture, opacity, image dimensions, placement, seams, fabric behavior, and manufacturer size measurements are not defects.
Reorders may not exactly match earlier batches. Customers needing exact brand, lot, Pantone, placement, or production tolerances must obtain written approval before ordering.
5. Customer-Supplied Garments or Materials
Printing on customer-supplied items is performed at the customer's risk. Even with reasonable care, garments or materials can be damaged by heat, pressure, coatings, dyes, seams, prior treatments, or hidden defects.
Unless a written agreement states otherwise, compensation for a verified Arden's Print production error on customer-supplied goods is limited to the printing charge and, at our option, reasonable replacement value supported by proof of purchase, subject to an agreed cap.
6. DTF/UV DTF Application Claims
Before a large run, test one transfer on the exact substrate and equipment. Claims involving self-applied transfers require photos or video, press settings, substrate details, and unused samples where available.
Failures caused by incorrect pressure, temperature, time, peeling, storage, washing, surface preparation, incompatible coatings, or unsuitable substrates are not manufacturing defects.
7. Shipping Damage, Loss, and Delivered Packages
Report visible shipping damage within 3 calendar days and keep packaging. For a package marked delivered but not received, check the delivery area, household, neighbors, and carrier before contacting us.
We may open a carrier investigation. Replacement or refund may be delayed until reasonable investigation is complete.
Orders shipped to an incorrect address supplied by the customer, refused packages, and theft after confirmed delivery are not automatically eligible for refund.
8. Cancellations and Changes
Request changes or cancellation immediately. Approval is not guaranteed.
Before production, we may refund the unused balance after deducting nonrecoverable design, setup, procurement, rush, payment-processing, or other work already performed where permitted by law.
After production begins, custom orders cannot ordinarily be canceled.
9. How to Request a Return or Claim
Email info@ardensprint.com with the subject 'Order Claim - [order number]' or call 832-480-8080. Do not ship any item without written return authorization.
Unauthorized returns may be refused or returned at the sender's expense.
10. Refund Timing
Approved refunds are issued to the original payment method when practical. Bank and processor posting times vary and are outside our control.
11. Consumer Rights
This Policy does not limit non-waivable rights under applicable law.