Guarantees

Last updated: [CONFIRMAR FECHA]

Our Promise

We stand behind the quality of our printing. If we make a mistake, we’ll make it right — through a reprint, a replacement, or a refund, depending on the situation. This page explains what is covered, what is not, and how to file a claim.

1. What Is Covered

We will reprint, replace, or refund (at our discretion) any order that arrives with any of the following defects caused by us:

• Printing on the wrong garment or in the wrong size from what was approved
• Print placement that deviates by more than 0.75 inches (2 cm) from the position shown on the approved proof
• Missing pieces from a confirmed quantity
• Defective garments supplied by us (holes, stains, mis-stitching present before we shipped)
• DTF transfers that do not adhere properly when applied according to the recommended press settings (310°F / 155°C, medium pressure, 12–15 seconds, plus 5-second re-press)
• Significant color deviation from an approved physical sample (where one was provided)

2. What Is Not Covered

We cannot offer a reprint or refund in the following situations:

• Customer artwork issues. Low-resolution files, pixelation, blurriness, spelling or grammar errors, incorrect file dimensions, or color choices already shown in the approved proof. We print what you approve.
• RGB-to-CMYK color shift. Slight color variation between on-screen previews and printed output is inherent to digital printing and not a defect.
• Customer-Supplied Materials. Defects in garments shipped to us by the customer (sizing inconsistencies, fabric flaws, dye-lot variation, prior damage). We inspect for obvious damage but do not test each piece.
• Application errors on transfers. DTF transfers applied with incorrect temperature, pressure, time, or technique; transfers applied to incompatible substrates (e.g., regular DTF used on hard surfaces — those require UV DTF).
• Wear and care issues. Damage caused by washing in hot water, bleach, fabric softener, ironing directly over the print, or commercial laundering. We recommend washing inside-out in cold water and air-drying or tumble-drying on low.
• Wrong size or color ordered by the customer. Garment sizing varies by brand and style; we cannot accept returns for fit.
• Delivery delays caused by carriers, weather, customs, or other circumstances outside our control.
• Cancellation requests received after proof approval and after production has begun.

3. How to File a Claim

If you believe your order has a covered defect:

1. Contact us within seven (7) business days of delivery at support@2sidesolutions.com with:
   • Your order number
   • A clear description of the issue
   • Clear photographs of the affected pieces, including a close-up of the print and a full view of the garment
   • For DTF transfers, photos of the transfer before and after pressing, plus the press settings used
2. Do not wash, press, or alter the affected items before we have reviewed the claim.
3. We will respond within 3 business days and may request that the affected items be returned to our facility for inspection. Return shipping for covered defects will be at our expense; if the claim is not covered, return shipping is at your expense.

Claims submitted after 7 business days may be denied at our discretion.

4. Resolution

If the claim is approved, we will, at our discretion:

• Reprint the affected pieces using the same artwork and specifications, with rush production at no charge where feasible; or
• Refund the value of the affected pieces to the original payment method.

Rush production fees and original shipping fees on the affected portion of the order will be refunded only where the defect caused a missed agreed-upon deadline.

Our total liability for any claim is limited to the amount you paid us for the affected order, as further described in our Terms & Conditions.

5. Customer-Supplied Garments — Important Note

When you supply your own garments for printing, you accept the risk that some pieces may not print as expected due to fabric composition, pre-treatment, dye, or condition we cannot verify in advance. We will print a small test piece on request before production at no extra charge. Without a test piece, claims involving customer-supplied materials are limited to errors clearly attributable to our printing process — not to the garment itself.

6. Contact

Two Sides Solutions LLC
2830 Via Orange Way, Ste A
Spring Valley, CA 91978, USA
Email: support@2sidesolutions.com
Phone: +1-619-227-4353