Refund policy

# REFUND AND RETURN POLICY

**Effective Date:** April 17, 2026
**Last Updated:** April 17, 2026

## OVERVIEW

At D1 Custom Apparel Inc. (DBA DayOne Custom Prints), we take pride in creating high-quality custom Direct-to-Film (DTF) printed apparel. Because each product is custom-made specifically for you, our return and refund policy differs from stores selling ready-made merchandise.

**Please read this policy carefully before placing your order.**

## 1. CUSTOM-MADE PRODUCT POLICY

### 1.1 Non-Returnable Items
The following items are **NOT eligible for return or refund** unless defective due to our manufacturing error:

- **All custom-printed items** (t-shirts, hoodies, long sleeves, etc.)
- **Custom designs** created based on your specifications
- **Personalized items** with names, numbers, or custom text
- **Items made from artwork you provided or approved**

### 1.2 Why Custom Items Are Non-Returnable
Each order is individually produced after you approve the design. We cannot resell custom items to other customers, and production costs are incurred immediately upon starting your order.

## 2. DEFECTIVE OR ERROR PRODUCTS

### 2.1 Our Responsibility
We will provide a refund, replacement, or store credit if your order has:

**Manufacturing Defects:**
- Print is peeling, cracking, or poorly adhered upon arrival
- Incorrect design printed (not matching your approved proof)
- Misprinted text or graphics (spelling errors we made, not in your artwork)
- Significant print quality issues (major smudging, incomplete transfers, etc.)
- Wrong garment color sent
- Wrong garment size sent (if we made the error)

**Garment Defects:**
- Holes, tears, or damage to the blank garment itself
- Defective seams or construction
- Stains or marks on the garment (not caused by shipping)

### 2.2 Our Non-Responsibility
We are **NOT responsible** for:

**Artwork Issues:**
- Low-resolution artwork you provided resulting in pixelated prints
- Color variations from your screen to physical print (see Color Accuracy below)
- Design elements you approved that appear different when printed
- Spelling errors, typos, or incorrect information in artwork you provided

**Sizing Issues:**
- Wrong size selected by you during checkout
- Garment doesn't fit as expected (if correct size was sent)
- Size chart misinterpretation

**Normal Wear:**
- Fading after washing
- Cracking or peeling after multiple washes
- Damage from improper care (see Care Instructions)

**Shipping Damage:**
- Damage that occurs during shipping (see Damaged in Transit section)

## 3. REPORTING DEFECTS

### 3.1 Time Limit
**You must report any defects or errors within 7 days of delivery.**

Claims reported after 7 days will not be honored unless extraordinary circumstances exist (e.g., item was a gift and not opened immediately).

### 3.2 How to Report
To report a defect or error:

1. **Email us:** contact@d1customprints.com
2. **Include in your email:**
- Order number
- Description of the issue
- Clear photos showing the defect from multiple angles
- Photos of the garment tag showing size
- Photos of the full garment
- Close-up photos of the problem area

3. **Wait for our response** before returning anything

### 3.3 Photo Requirements
**We cannot process claims without clear photos.** Photos must show:
- The entire garment laid flat
- Close-up of the defect or error
- Size tag clearly visible
- Multiple angles if needed to show the issue

### 3.4 Review Process
Our team will review your claim within 2-3 business days and respond with:
- Approval for replacement or refund
- Request for additional photos or information
- Explanation if claim is denied and why

## 4. APPROVED REFUND OR REPLACEMENT OPTIONS

If your claim is approved, you may choose:

### Option 1: Replacement
- We will reproduce your order at no charge
- Original defective item must be returned (we'll provide a prepaid label)
- Replacement will be produced and shipped within our standard production time

### Option 2: Full Refund
- You will receive a 100% refund of the product price
- Shipping charges are non-refundable unless error was our fault
- Original defective item must be returned (we'll provide a prepaid label)
- Refunds processed within 5-7 business days to your original payment method

### Option 3: Store Credit
- Receive 110% of your order value in store credit
- Can be used on any future order
- No expiration date
- Original defective item must be returned (we'll provide a prepaid label)

## 5. ORDER CANCELLATIONS

### 5.1 Before Production
- Orders may be canceled **before production begins**
- Email cancellation request to: contact@d1customprints.com
- If approved, full refund minus any design fees already incurred
- Response time: within 24 hours

### 5.2 After Production Begins
- Orders **cannot be canceled once production has started**
- Production typically begins within 24-48 hours of artwork approval
- No refunds will be issued for cancellations after production starts

### 5.3 Design Fee Cancellations
- If you requested our free design service and approved a proof, then cancel, no design fees apply (service is free)
- If you cancel before design approval, no fees

## 6. DAMAGED IN TRANSIT

### 6.1 Carrier Damage
If your package arrives damaged:

1. **Take photos immediately** of:
- The shipping box/envelope (showing damage)
- The item inside (if damaged)
- The shipping label

2. **Contact us within 48 hours:** contact@d1customprints.com

3. **Do not discard packaging** until claim is resolved

### 6.2 Resolution
- We will file a claim with the shipping carrier
- Replacement will be sent once carrier approves claim
- Or full refund if you prefer
- We handle all carrier communication

### 6.3 Lost Packages
If tracking shows delivered but you didn't receive your package:

1. Check with neighbors, building management, or household members
2. Wait 24 hours (sometimes marked delivered early)
3. Contact us if still missing after 24 hours
4. We will open a carrier investigation
5. Replacement or refund issued if carrier confirms loss

## 7. WRONG ITEM RECEIVED

### 7.1 Our Error
If we sent you the completely wrong item:

- **Contact us immediately:** contact@d1customprints.com
- Include photos of what you received
- We will send correct item immediately
- Provide prepaid return label for wrong item
- You keep the wrong item or return it (your choice)

### 7.2 Your Error
If you ordered the wrong item (wrong size, color, design):

- Custom items cannot be exchanged
- No refunds for buyer error
- Consider gifting or reselling the item

## 8. COLOR ACCURACY

### 8.1 Screen vs. Print Differences
**Important:** Colors on your computer, phone, or tablet screen will NOT exactly match the printed product.

**This is normal and NOT considered a defect.**

Reasons for color variation:
- Screen calibration differences
- Screen brightness settings
- Lighting conditions when viewing
- Fabric color and texture affecting print appearance
- DTF ink limitations compared to digital RGB colors

### 8.2 What We Guarantee
- Prints will match your approved proof as closely as DTF printing technology allows
- Colors will be within industry-standard color matching tolerance
- No neon or fluorescent colors can be exactly replicated

### 8.3 What We Don't Guarantee
- Exact match to your screen
- Exact match to photos of similar items you've seen online
- Exact match to Pantone color swatches

### 8.4 Design Proofs
- We provide digital proofs showing design placement and general appearance
- Proofs are for layout approval, not exact color matching
- Approve proofs only if you accept normal color variation

## 9. SIZE EXCHANGES

### 9.1 No Size Exchanges
Because items are custom printed:
- **We cannot exchange sizes**
- **We cannot accept returns due to sizing issues** (if correct size was sent)

### 9.2 Size Charts
- We provide detailed size charts for all garments
- Measurements are based on manufacturer specifications
- If you're between sizes, we recommend sizing up
- Different brands may fit differently

### 9.3 Size Guarantee
We guarantee:
- We will send the size you ordered
- Garment will match manufacturer size specifications

We do NOT guarantee:
- Item will fit you perfectly
- Item will match sizing of other brands you own

## 10. CARE INSTRUCTIONS AND LONGEVITY

### 10.1 Proper Care Required
To maintain print quality:

**DO:**
- Wash inside-out in cold water
- Use mild detergent
- Air dry or tumble dry LOW heat
- Iron inside-out (avoid direct iron contact with print)

**DON'T:**
- Use bleach or harsh chemicals
- Wash in hot water
- Use high heat dryer settings
- Dry clean
- Iron directly on the print

### 10.2 Warranty Void
Failure to follow care instructions voids any warranty and makes items ineligible for return or refund.

### 10.3 Expected Longevity
With proper care:
- DTF prints should last 50+ washes
- Some fading is normal over time
- Print quality depends on how closely you follow care instructions

## 11. REFUND PROCESSING

### 11.1 Timeline
Once your return is received and approved:

- **Refund processed:** 5-7 business days
- **Credit to your account:** Depends on your bank/credit card (usually 3-10 business days)
- **Store credit:** Immediate upon approval

### 11.2 Refund Method
- Refunds issued to original payment method
- Cannot refund to different payment method
- PayPal refunds appear instantly in PayPal account
- Credit card refunds appear as credit on next statement

### 11.3 Partial Refunds
Partial refunds may be issued if:
- Item is returned not in original condition
- Item shows signs of wear beyond inspection
- Item is missing components (hangtags, packaging for resale)

## 12. RETURN SHIPPING

### 12.1 Defective Items
- We pay for return shipping via prepaid label
- Use the label we provide (don't pay out of pocket)

### 12.2 Buyer's Remorse
- We do not accept returns for custom items due to buyer's remorse
- If we make an exception, buyer pays return shipping
- Item must be unworn, unwashed, with all tags attached

### 12.3 Refusal of Shipment
- If you refuse delivery of your order, no refund is issued
- You are responsible for return shipping charges
- Restocking fees may apply

## 13. VOLUME DISCOUNT POLICY

### 13.1 Discount Eligibility
- Orders of 7+ identical items receive 10% off at checkout
- Discount applies automatically
- Items must be same design (different sizes OK)

### 13.2 Refunds with Discounts
If you return items from a volume discount order:
- Remaining items may no longer qualify for discount
- Refund will be adjusted to reflect non-discounted price
- Example: Ordered 10 shirts at 10% off, return 5 → refund based on 5 at full price

## 14. DISPUTE RESOLUTION

### 14.1 Contact Us First
Before filing a chargeback or dispute:
- Email us: contact@d1customprints.com
- Give us 48 hours to respond
- We resolve 99% of issues when contacted directly

### 14.2 Chargebacks
Filing a chargeback without contacting us:
- May result in account termination
- May delay resolution
- May affect future orders

### 14.3 Mediation
If we cannot resolve your issue:
- We're willing to use neutral third-party mediation
- Both parties share mediation costs
- Faster and cheaper than legal action

## 15. EXCEPTIONS AND SPECIAL CIRCUMSTANCES

### 15.1 Discretionary Refunds
We may, at our sole discretion, offer refunds or exchanges outside this policy for:
- Customer service reasons
- Repeat customers with proven track record
- Extraordinary circumstances

**These exceptions do not create a precedent or modify this policy.**

### 15.2 Bulk/Wholesale Orders
Special return terms may apply to bulk orders (25+ items). Contact us for details.

## 16. CALIFORNIA CONSUMER RIGHTS

### 16.1 California Residents
Under California law, you have certain rights regarding refunds and returns. Nothing in this policy limits those rights.

### 16.2 California Complaint Process
California residents may contact:
- **Complaint Assistance Unit**
- Division of Consumer Services
- California Department of Consumer Affairs
- 1625 North Market Blvd., Sacramento, CA 95834
- Phone: (916) 445-1254 or (800) 952-5210

## 17. POLICY UPDATES

We reserve the right to update this Refund Policy at any time. Changes will be posted on our website with a new "Last Updated" date. Your continued use of our services after changes constitutes acceptance of the updated policy.

## 18. CONTACT INFORMATION

**Questions about returns or refunds?**

**D1 Custom Apparel Inc.**
**DBA: DayOne Custom Prints**

**Email:** contact@d1customprints.com
**Website:** https://d1customprints.com
**Contact Form:** https://d1customprints.com/pages/contact
**Instagram:** @dayone_customprints

**Business Hours (for responses):**
Monday - Friday: 9:00 AM - 6:00 PM PST
Saturday: 10:00 AM - 4:00 PM PST
Sunday: Closed

**Expected Response Time:** Within 24-48 hours (business days)

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## SUMMARY (Quick Reference)

✅ **YOU CAN GET A REFUND/REPLACEMENT FOR:**
- Manufacturing defects we caused
- Wrong item sent (our error)
- Damaged in shipping
- Our printing errors

❌ **YOU CANNOT GET A REFUND FOR:**
- Custom items (if correctly made)
- Change of mind
- Wrong size you ordered
- Low-quality artwork you provided
- Normal color variations
- Normal wear after washing

⏰ **IMPORTANT DEADLINES:**
- Report defects: 7 days
- Request cancellation: Before production starts
- Report shipping damage: 48 hours

📧 **TO START A RETURN/REFUND:**
Email contact@d1customprints.com with photos and order number

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**BY PLACING AN ORDER, YOU ACKNOWLEDGE YOU HAVE READ AND AGREE TO THIS REFUND POLICY.**

**Last Updated: April 17, 2026**