Refund policy

Refund Policy 

At Impressive Prints, all products are custom-made to order. Please read this policy carefully before placing an order. This policy works alongside our Terms & Conditions and complies with New Zealand consumer law. 

1. General Refund Policy 

Due to the custom nature of our services, refunds are not offered for change of mind once an order has been approved or production has begun. 

All orders must be paid in full before any work starts. 

2. Proof Approval & Custom Orders 

Where artwork proofs or mock-ups are supplied, customers must carefully review and approve all details before printing or pressing. 

Once approval is given, no refunds will be provided for: 

Incorrect sizing 

Colour choices 

Design placement 

Spelling or artwork errors approved by the customer 

Customer approval confirms acceptance of the final design. 

3. DTF Transfers – File Responsibility 

DTF transfers are printed exactly as supplied by the customer. 

Customers are responsible for ensuring all artwork files are print-ready, including correct sizing and a minimum resolution of 300 DPI. 

Impressive Prints is not responsible for poor print quality caused by: 

Low-resolution or incorrect DPI files 

Blurry, pixelated, or poorly prepared artwork 

Errors in customer-supplied files 

Files uploaded or arranged incorrectly using the gang sheet creator or website tools 

These issues do not qualify for a refund or replacement. 

4. DTF Transfers – Printing Faults 

Refunds or replacements for DTF transfers will only be considered if: 

A confirmed printing fault has occurred on our end (e.g. printer or production issues), and 

Clear photographic evidence is provided, and 

The issue is reviewed and confirmed by Impressive Prints. 

If confirmed, customers will be offered either a replacement (reprint) or a refund, depending on the situation and customer preference. 

5. What Counts as a Fault 

A fault may include: 

Incorrect garment sizing supplied by Impressive Prints 

Damaged garments supplied by Impressive Prints 

Printing defects caused by equipment or production issues (confirmed by us) 

6. What Does NOT Qualify for a Refund 

Refunds will not be provided for: 

Change of mind 

Incorrect sizing, colours, or designs approved by the customer 

Minor colour or placement variations inherent to printing 

Customer-supplied garments 

Design creation or design work fees 

File quality or resolution issues (including files under 300 DPI) 

Orders placed using self-service tools where no proof approval is provided 

Orders where blanks have already been ordered or production has started 

7. Order Cancellations 

If no production has begun and no blanks or materials have been ordered, a refund may be issued at our discretion. 

Refund eligibility depends on the current status of the order. 

Once any production step has begun (including ordering blanks or preparing artwork), refunds are not available. 

8. Timeframe for Reporting Issues 

Any issues must be reported within 48 hours of receiving your order. 

All claims must include: 

Order number 

Clear photos of the issue 

A brief description of the problem 

Claims made outside this timeframe will not be accepted. 

9. Refunds vs Replacements 

If an issue is confirmed to be caused by Impressive Prints: 

Customers may choose between a replacement (reprint) or a refund, depending on the situation. 

The resolution method will be agreed upon before proceeding.