Refund policy

At VivaColor, we are committed to delivering high-quality DTF transfers and exceptional customer service. We understand that issues may arise, and we want to ensure a fair and transparent return and refund process. Please review our policy below before placing an order.

1. Order Accuracy & Quality Guarantee

We take pride in accurate printing and quality control. If you receive an order that is damaged, defective, or incorrect, we will gladly replace or refund the affected items, subject to the conditions outlined below.

2. Returns Policy

🔹 Custom DTF Transfers & Gang Sheets: Due to the custom nature of our DTF transfers, we do not accept returns on printed transfers unless there is an error on our part (such as incorrect printing or damaged items).

🔹 Non-Custom Products (if applicable): If we sell non-custom products (such as blank apparel or accessories), they must be returned unused, in original packaging, and within 7 days of delivery. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.

3. Refund & Replacement Policy

✅ Eligible for Refund/Replacement:

  • Printing errors caused by VivaColor (e.g., incorrect colors, missing designs, defective prints)
  • Damaged or defective products upon arrival (must provide photos for verification)
  • Orders lost in transit (if tracking confirms non-delivery)

❌ Not Eligible for Refund/Replacement:

  • Customer-submitted artwork issues (low-resolution images, incorrect file formats, misspelled text, etc.)
  • Incorrect application of transfers (i.e., using improper heat press settings)
  • Color variations (slight differences may occur due to screen-to-print color differences)
  • Delayed shipments due to carrier issues (we are not responsible for delays caused by UPS, USPS, FedEx, or other carriers)

4. How to Request a Refund or Replacement

If you experience an issue with your order, follow these steps:

1️⃣ Contact us within 3 days of receiving your order at sales@vivacolor.us with:

  • Order number
  • A description of the issue
  • Clear photos of the defective or incorrect product

2️⃣ Our team will review your request and respond within 1-2 business days.

3️⃣ If approved, we will either issue a refund or send a replacement at no additional cost. Refunds will be processed within 5-7 business days to the original payment method.

5. Cancellations & Order Changes

  • Orders cannot be canceled or changed once they are in production.
  • If you need to make changes, contact us immediately after placing your order, and we’ll do our best to accommodate your request.

6. Shipping Issues

🚚 Lost or Delayed Packages: If your order has not arrived within the estimated shipping time, please check the tracking information. If your package is lost or significantly delayed, contact us, and we will assist in resolving the issue.

📦 Wrong Address Provided: If an incorrect shipping address was entered at checkout, VivaColor is not responsible for lost shipments. Please double-check your address before completing your purchase.

Contact Us

For any return or refund inquiries, please contact us at:

📞 Phone: 614-396-7328
📧 Email: sales@vivacolor.us

We appreciate your business and will always do our best to ensure your satisfaction with VivaColor's high-quality DTF transfers!