Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at contact@neoink.ca. Please note that returns will need to be sent to the following address: 39 Glen Cameron Rd unit 7, Markham, ON L3T 1P1

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact@neoink.ca.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@neoink.ca.

Last updated: September 6, 2025
Applies to: Canada-based orders unless otherwise noted.

Quick summary 

  • Blank apparel: Return within 30 days of purchase in original, unused condition.
  • DTF Transfers, UV DTF PermaStickers & supplies: 45-day refund & reprint window from delivery. Reprints are covered for print quality or adhesion issues (not low-quality or incorrect files).
  • Custom/personalized goods: Generally non-returnable unless defective.
  • EU customers: 14-day cooling-off period (see below).

How to start a return or reprint

Email contact@neoink.ca with your order number, photos (if applicable), and a short description of the issue within the applicable window (30 or 45 days).
Approved returns should be sent to:

NeoInk Transfers
39 Glen Cameron Rd., Unit 7
Markham, ON L3T 1P1

If a return is approved, we’ll send you a prepaid label and instructions. Packages sent back without authorization will be refused.

Category policies

1) Blank apparel

  • Return window: 30 days from the order date.
  • Condition: Unworn, unwashed, with original tags and packaging.
  • Proof of purchase: Required.

2) DTF Transfers, UV DTF PermaStickers & supplies

  • Refund & reprint window: 45 days from delivery.
  • What’s covered: Manufacturing defects including print quality or adhesion issues.
  • What’s not covered: Outcomes caused by poor-quality artwork, incorrect sizing/placement in the file, or not following our application/usage instructions.
  • Design requirements: You are responsible for meeting our file specs (resolution, color mode, bleed, transparency, sizing). Files that don’t meet specs aren’t eligible for reprint/refund.
  • Other reasons: Requests outside the above must be approved by management.

Tip: For DTF/UV DTF, always double-check your press temps, pressure, dwell, peel timing, substrate type, and pre-press steps. Improper application can mimic adhesion defects.

Damages & fulfillment issues

Inspect your order on arrival and contact us immediately if anything is defective, damaged, or incorrect so we can make it right.

Address accuracy

Please ensure your shipping address is correct at checkout. An order confirmation is emailed after purchase—review it right away. We’re not responsible for delays or losses caused by incorrect addresses; reshipments may require additional postage.

Exceptions / non-returnable items

  • Custom or personalized products (including made-to-order prints) unless defective.
  • Perishables, personal-care items, hazardous materials, flammable liquids/gases.
  • Sale items and gift cards are final sale.
    If you’re unsure whether your item qualifies, email contact@neoink.ca before sending it back.

Exchanges

For fastest service, place a new order for the item you want and start a return on the original (if eligible).

Refunds

Once we receive and inspect your a return (or approve a reprint/refund for a covered defect), we’ll notify you of approval or denial.

  • Approved refunds are issued to your original payment method within 10 business days.
  • Your bank/issuer may take additional time to post the credit.
  • If 15 business days pass after approval and you don’t see the refund, contact contact@neoink.ca

International returns (outside Canada)

At this time, we primarily process returns within Canada. If your order shipped outside Canada, please email contact@neoink.ca first so we can advise on eligibility and next steps. (Note: some blank-goods returns may not be eligible internationally.)

File-prep checklist for DTF/UV DTF (recommended)

  • 300 DPI (or higher) at final size
  • Transparent PNG or vector where applicable
  • Correct sizing and layout (mirror if required)
  • Clean edges (no unwanted background)
  • Embedded/outlined fonts; no low-res screenshots