Returns and warranty

This policy explains what happens when something does not turn out as you expected with your DTF.pro order: when you may withdraw, what we cover when the problem is ours, what legal guarantee protects you and how to make a claim step by step. It has been drawn up in accordance with Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Act for the Defence of Consumers and Users (TRLGDCU), and the rest of the Spanish and European Union legislation applicable to e-commerce.

We want to be honest from the outset: our products are made-to-order DTF prints produced from your own files and specifications. This has an important legal consequence (there is no right of withdrawal in respect of them), which we explain in detail below, with no small print and no surprises. In return, we do stand behind our work without excuses whenever the fault is attributable to our production, to carriage or to a lack of conformity.

Trading name

DTF.pro

Registered name

NEROLF S.L.U.

Tax ID (NIF)

B19378447

Registry details

Registro Mercantil de Cáceres, Sección 8, Hoja CC-17568

Registered address

Calle Claudio Ptolomeo, Nave 3, Polígono Industrial Las Capellanías, 10005 Cáceres (España)

Email

hola@dtf.pro

Telephone

+34 655 087 864

Website

dtf.pro

As a general rule, in distance sales the consumer has a period of 14 calendar days within which to withdraw from the contract without having to give any reason (Articles 102 and 104 of the TRLGDCU). However, the Act itself lays down exceptions to this right where, by reason of the nature of the product, returning it makes no sense.

The most relevant exception for us is the one in Article 103(c) of the TRLGDCU: there is NO right of withdrawal for the supply of goods made to the consumer's specifications or clearly personalised. DTF.pro's DTF products fall squarely within this provision: they are printed on demand from the files, dimensions, lengths and gang sheet configuration that you yourself define. They are not off-the-shelf catalogue products in stock: they exist because you have designed them, and they cannot be resold to anyone else.

• DTF by the metre (60 cm wide roll, from 1 metre): printed with your design and the exact length you order.
• Personalised A4/A3 sheets: laid out and printed with your files.
• "By repetitions" service: generated and printed in accordance with the number of repetitions and the artwork you specify.
• Any gang sheet configured in our online editor (gang sheet builder) with your own designs.

Consequently, once the order has been confirmed and sent to production it is not possible to withdraw or return the product because you have changed your mind, chosen the wrong size, uploaded the wrong file or because you no longer need it. This exclusion is lawful and does not limit your rights as a consumer: what you do retain in full is the legal guarantee of conformity and our cover for errors attributable to DTF.pro, both of which are set out in the following sections.

If, through a technical or other error, a standard, non-personalised product were offered or left visible, the right of withdrawal will apply to that product on the general terms of the TRLGDCU; in that case, let us know and we will provide you with the procedure.

The fact that the product is personalised does not mean you have to accept a poorly executed job. We take full responsibility whenever the problem is ours or beyond your control. Specifically, we cover:

• Production errors attributable to DTF.pro: for example, printing a different file from the one you sent, a different length or size from the one ordered, printing defects (streaking, missing ink, misaligned registration, poorly applied adhesive powder) or a defective finish attributable to our process.
• Defective products: material that arrives with manufacturing faults that prevent its normal use (widespread poor adhesion, insufficient hot-melt powder, deteriorated film) not caused by incorrect handling or application.
• Products damaged in transit: orders that arrive broken, creased, wet or unusable due to incidents during carriage.
• Products not conforming to the order: discrepancies between what you confirmed in your order (reference, quantity, dimensions, number of repetitions) and what you received.

In these cases you do not have to pay anything extra: as appropriate, we reprint the order or refund you, on the terms set out in the refunds and reprinting section. The handling and, where applicable, the collection of the defective material are at our expense.

We want to resolve it quickly and properly. So that we can verify the issue and provide you with a solution, please follow these steps:

• Time limit: let us know as soon as possible. For transit damage or visibly incorrect orders, within 24-48 hours of receipt; for printing defects or lack of conformity, as soon as you notice them. The legal guarantee of conformity protects you, in any event, for 3 years (see the following section).
• Send an email to hola@dtf.pro stating your order number and, if you have a customer account, the email address you used to place it.
• Describe the problem clearly (what you expected and what you received).
• Attach photographs or video of the product received and, where applicable, of the packaging: a general view, a close-up of the defect and, in the case of transit, a photo of the damaged parcel and of the shipping label.
• Keep the product and the original packaging until we have closed the matter; we may need to inspect it or arrange its collection with the carrier.

We will review your claim and respond within a reasonable period, normally within a maximum of 5 working days from receipt of all the information and photos. If the issue is confirmed, we will agree the solution with you (reprinting or refund).

As a consumer you are entitled to the legal guarantee of conformity governed by Articles 114 et seq. of the TRLGDCU. DTF.pro is liable for any lack of conformity that becomes apparent within a period of 3 years from delivery of the product. During the first two years it is presumed, unless proven otherwise, that any lack of conformity that becomes apparent already existed at the time of delivery.

A product is in conformity where it matches the agreed description, quantity, quality and characteristics, is fit for the purposes for which products of the same type are normally used, and has the quality and performance that are usual and reasonably to be expected of a DTF print. If the product is not in conformity, you are entitled to have it remedied free of charge, by repair or replacement (in our case, normally reprinting) and, where the law so provides, to a price reduction or to termination of the contract with a refund.

• The legal guarantee covers manufacturing defects and lack of conformity with your order.
• It does not cover damage resulting from misuse, incorrect application, normal wear and tear through use and washing, or problems arising from the file itself or from the customer's design decisions (see exclusions).
• This guarantee is compatible with, and is without prejudice to, the specific time limits for claims relating to transit or production described in this policy.

Once we have confirmed that the issue is covered, we offer you the solution that best resolves your case, always prioritising that you receive the correct product in the shortest possible time:

• Reprinting: we redo your order to the correct specifications, at no additional cost and with production priority. This is the usual route for printing errors, transit damage or non-conforming orders.
• Refund: if you would rather not have a reprint, or if reprinting is not possible, we refund the amount paid for the affected product, including standard shipping costs where appropriate depending on the issue.

The refund will be made using the same means of payment used for the purchase: refund to the card through the Redsys payment gateway or bank transfer. Where the refund is to be made by bank transfer, we may ask you for the necessary bank details. We will process the refund without undue delay once the issue has been confirmed and, where applicable, the defective material has been received; save in justified cases, within a maximum of 14 calendar days from confirmation of the right to a refund.

Remember that our prices are shown excluding VAT by default, and that VAT and shipping costs are calculated and shown to you before payment. The amount to be refunded will correspond to what was actually paid for the affected product.

Shipments are made to Spain and Europe by carrier (for example, GLS or Correos via SendCloud). Delivery times are indicative and depend on the carrier and the destination. Orders confirmed before the cut-off time (12:00) enter production the same day; this does not guarantee a specific delivery date, which depends on the carriage service.

If your order arrives damaged or does not arrive, proceed as follows:

• Check the parcel on receipt. If the packaging is visibly damaged, note it on the carrier's delivery note or refuse delivery if the contents appear unusable.
• Take photos of the parcel, the shipping label and the damaged product before handling it too much.
• Contact us within 24-48 hours of delivery at hola@dtf.pro, with your order number and the photographs.
• In the event of non-receipt or abnormal delay, let us know so that we can open the relevant claim with the carrier.

We handle the claim with the carrier. Once the issue has been confirmed, we will proceed to reprint or refund as described in this policy. Letting us know within the time limit allows us to pursue the claim successfully; once the carrier's deadlines for claims have passed, the matter may become impossible to handle.

As our products are manufactured precisely from what you provide to us, there are situations we cannot take on because they do not arise from a fault on DTF.pro's part. The following, in particular, are not covered:

• Errors in the customer's file: low resolution, pixelation, unwanted backgrounds, hidden layers, fonts not embedded, incorrect bleed or margins, text with typos, poorly defined cut-outs or a different file from the one you meant to upload. We print the file exactly as we receive it; always check your design and the preview before confirming.
• Colour out of gamut: the small differences in tone between what you see on your screen (RGB) and the printed result (CMYK) are inherent to the process. DTF printing has a limited colour gamut and cannot reproduce special inks (exact Pantones, fluorescents, metallics, neons). Reasonable colour deviations within the DTF technique are not regarded as a defect.
• Misuse or incorrect application: errors when applying the transfer (inadequate temperature, pressure or pressing time, a domestic iron instead of a heat press, peeling the film hot/cold incorrectly), application onto incompatible fabrics, as well as wear, cracking or peeling resulting from improper washing or from normal use over time.
• Configuration chosen by the customer: size, length, number of repetitions, gang sheet layout or product type selected in error.
• Minor, unavoidable differences in the production process that do not affect the normal use of the product.

If you have any doubts about preparing your files or about the correct application of DTF, write to us before placing the order: we would rather help you get it right first time.

If you do not agree with how we have resolved your claim, you can raise your complaint with us directly at hola@dtf.pro and we will do our utmost to reach an amicable solution. You also have available to you the official complaint forms (hojas de reclamaciones) in accordance with consumer legislation and the services of the consumer authorities of your autonomous community.

Likewise, for the out-of-court resolution of consumer disputes, you may have recourse to the official complaint forms (hojas de reclamaciones), the Consumer Arbitration Boards (Juntas Arbitrales de Consumo) or an alternative dispute resolution entity accredited under Spanish Law 7/2017 of 2 November.

• Contact email for complaints: hola@dtf.pro
• Alternative dispute resolution: Consumer Arbitration Boards and entities accredited under Spanish Law 7/2017 of 2 November.
• DTF.pro is not, unless expressly stated, party to any particular consumer arbitration scheme; this does not prevent you from pursuing whatever administrative or judicial remedies are available to you.

Nothing in this policy limits the rights granted to you by the applicable consumer legislation. On any matter not provided for here, the provisions of the TRLGDCU and the rest of the Spanish and European Union legislation in force shall apply.