Refund Policy

Are you a shopper who ordered a gang sheet?

If you bought transfers from an online store and want a refund, you need the store you ordered from — not us. customDTF is the software the store uses to build gang sheets; we never take your payment, print your order, or ship it. Your receipt and order confirmation email come from the store, and its contact details are on that email. If you genuinely cannot reach them, email support@customdtf.com and we will try to help you make contact.

Merchants: what you actually pay

There is no subscription to refund. The app is free to install, your first 10 gang sheets are commission-free, and after that the only charge is 4% of gang-sheet sales per order, capped at $500 per 30-day cycle — billed through Shopify. Because we only ever charge on completed sales, there is no upfront cost to recover if the app turns out not to suit your shop. Uninstalling stops all future commission immediately.

When we refund commission

We will refund commission in these circumstances:

• You refunded the customer. If you fully refund a gang-sheet order, contact us and we will refund the commission charged on it.
• Billing error. If commission was calculated on the wrong amount, applied to non-gang-sheet products, charged past the $500 cap, or otherwise miscalculated, we refund the difference in full.
• A defect on our side ruined the output. If the app produced an unusable print file because of a fault in our software — not because of a configuration choice or a bad source image — we refund the commission on the affected orders. Tell us what happened and we will also fix the underlying bug.
• Duplicate charge. Refunded in full.

What we do not refund

• Commission on orders you fulfilled successfully, where you have since decided to change apps.
• Losses from pricing rules you configured — for example a per-square-inch rate set below your cost. We will happily help you review your configuration, but the rates are yours.
• Film, ink, blanks, labour, or shipping costs. We are a software vendor and never take possession of your materials.

How to request a refund

1. Email support@customdtf.com from the email associated with your Shopify store, or use the contact form.
2. Include your store domain and the Shopify order numbers involved.
3. Tell us briefly what went wrong.

We aim to respond within one business day and to resolve valid requests within five business days. Approved refunds are issued as a credit or adjustment through Shopify’s billing, so they appear on your Shopify invoice — the same channel the original charge came through.

Chargebacks

Because billing runs through Shopify, disputes are handled under Shopify’s billing process. Please contact us first — in practice almost every billing question turns out to be something we can simply fix.