Returns & Warranty Policy

Returns, Refunds & Warranty Policy

Heat Transfer Factory
Last Updated: May 2026

At Heat Transfer Factory (“HTF”, “we”, “our”, or “us”), we are committed to providing quality products and support to our customers. This policy outlines your rights and our procedures regarding returns, refunds, warranties, and exchanges in accordance with the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure, and
  • Compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes your rights under Australian Consumer Law.

Change of Mind Returns

We do not generally offer refunds or exchanges for:

  • Change of mind
  • Incorrect product selection
  • Ordering the wrong size, colour, or model
  • Finding the product cheaper elsewhere

However, at our discretion, we may approve a change of mind return where:

  • The item is unused and in original packaging
  • The return is requested within 14 days of delivery
  • The item is not a custom-made, special-order, clearance, or consumable product

Approved change of mind returns may:

  • Incur a restocking fee
  • Exclude original shipping costs
  • Require the customer to cover return shipping costs

Products returned without prior approval may be refused.

Faulty, Damaged, or Incorrect Products

If your item:

  • Arrives damaged
  • Is faulty
  • Does not match the description
  • Is incorrect due to our error

Please contact us as soon as possible with:

  • Your order number
  • Photos/videos of the issue
  • A description of the problem

Depending on the issue and your rights under Australian Consumer Law, we may offer:

  • A repair
  • Replacement
  • Refund
  • Store credit

Major Failures

Under Australian Consumer Law, a product may be considered to have a major failure if:

  • It is unsafe
  • It is significantly different from its description or sample
  • It would not have been purchased had the issue been known
  • It cannot be used for its normal purpose and cannot be fixed within a reasonable time

For major failures, customers may choose between:

  • A refund, or
  • A replacement

Non-Major Failures

For issues that do not amount to a major failure, HTF may choose to:

  • Repair the product, or
  • Replace the product within a reasonable timeframe

Heat Presses, DTF Printers & Equipment

Due to the technical nature of our equipment:

  • Customers may be required to complete troubleshooting steps with our support team before a return or warranty claim is approved
  • Equipment must be used in accordance with operating instructions and maintenance guidelines
  • Damage caused by misuse, improper setup, neglect, unauthorised modifications, or incorrect power supply may void warranty coverage

We strongly recommend professional setup and proper electrical protection where applicable.

Consumables & Custom Products

We do not offer returns or refunds for:

  • Opened consumables
  • Ink, film, powders, or transfer materials already used
  • Custom-made or personalised products
  • Clearance or final sale items

unless required under Australian Consumer Law.

Warranty Claims

Some products supplied by HTF may include a manufacturer’s warranty.

Warranty coverage:

  • Applies only to manufacturing faults
  • Does not cover normal wear and tear, misuse, neglect, accidental damage, or improper operation

Warranty periods may vary depending on the product.

Customers may be required to:

  • Return the item for inspection
  • Provide proof of purchase
  • Provide photo/video evidence

To contact us for service or warranty claims, please email:
service@heattransferfactory.com.au

Return Shipping

Where a return is approved:

  • Customers may be responsible for return shipping costs for non-fault claims
  • HTF will cover reasonable shipping costs for valid faulty or incorrect product claims where required under Australian Consumer Law

We recommend using tracked shipping for all returns.

Return Process

To request a return, refund, or warranty claim, please contact us with:

  • Full name
  • Order number
  • Description of the issue
  • Supporting photos/videos

Returns must not be sent without prior approval from our team.

Contact Us

Heat Transfer Factory
Website: heattransferfactory.com.au
Email: service@heattransferfactory.com.au