Returns, Exchanges & Refund Policy
Thank you for shopping with us! Because our products are printed on demand, we’re only able to offer returns, exchanges, or refunds under limited circumstances. Please review the guidelines below to understand how we handle each situation and what information you’ll need to provide when reporting an issue.
1. Wrong Size, Color, or Change of Mind
- Important: Every item is made to order. We cannot accept returns, exchanges, or refunds if you select the wrong size or color—or if you simply change your mind.
- Tip: Please double-check your selections carefully before placing your order.
2. Damaged or Defective Items
If your product arrives damaged or with a manufacturing defect, we’re happy to help. Depending on your preference, we will either reprint the item or issue a refund to your original payment method.
How to Request a Refund or Replacement:
- Contact Us: Email our support team at sales@netgate.com within 30 days of delivery.
-
Provide Details: Include your order number, a clear description of the issue (e.g., tear, discoloration, printing error), and attach clear photos (or videos, when applicable) showing the damage or defect.
- Note: If multiple items in your order have the same defect, please include them all in one photo or video to help us verify the issue.
- Outcome: Once the issue is confirmed, we’ll either send a replacement or process a refund to your original payment method. Please note that minor variations in print placement (up to 0.5") are considered normal and are not classified as defects.
3. Unsuccessful Delivery
If your package is returned to us because of an incorrect shipping address or another delivery issue, you have the following options:
- Reprint: We can resend your order after you pay an additional shipping fee.
- Partial Refund: Alternatively, you may opt to receive a partial refund.
4. Required Evidence by Issue Type
Below is a table summarizing the types of issues and the corresponding evidence you should provide when reporting an issue:
| Issue | Required Evidence |
|---|---|
| Issue with the quality of the print | A clear photo of the received product laid on a flat surface, showing both the design and the issue clearly in one frame. |
|
Issue with the print placement (e.g., distance from collar, off-center, etc.) |
A clear photo of the received product on a flat surface, with the incorrect placement shown alongside a ruler/measuring tape. Note: For DTG, DTF, and AOP products, a tolerance of 0.5" for print placement applies. |
| Print in the wrong area | A clear photo of the product you received, folded in a manner that clearly displays both sides. |
| Wrong product | A photo of the product that was received, with the size tag clearly visible. |
|
Issue with the product (incorrect size, brand, quality) |
A clear photo of the received product where the design, the issue, and/or the size tag are all clearly visible in one frame. |
|
Product sizing issue (manufacturer’s defect) |
A clear photo of the received product being measured according to the catalog’s size chart. Both the print and the measurement should be clearly visible with the garment laid on a flat surface. Tolerance: +/- 1” for most adult garments (with some exceptions) and +/- 0.5” for baby clothing. |
|
Issue with an electronic device (manufacturer’s defect) |
A photo or video where the issue is clearly visible, including any troubleshooting steps performed. |
| Delivery-related product damage | A photo or video showing the received product, the package, the printed design, and the damage clearly. |
| Reprinted item has the same issue as the original item | A photo or video of both the original and reprinted item in the same frame, clearly showing the issue. |
Additional Note: If multiple products using the same design are affected, please include an additional photo (or video) capturing all affected items together for confirmation purposes.
5. Processing Time
- Once your refund is approved, processing will begin immediately. Depending on your bank, refunds can take 3–5 business days to appear in your account.
6. Need More Help?
If you have any questions about our returns, exchanges, refund policies, or the process for reporting an issue, please don’t hesitate to reach out to us at sales@netgate.com. We appreciate your support and are committed to ensuring you love your Netgate gear!