Return & Refund Policy

At HONTOL, your satisfaction is our priority. We stand behind the quality of our products and will provide support, replacement parts, repair service, exchange, store credit, or refund when applicable.

Order Cancellation

Standard orders are usually processed and shipped within 2 business days. Pre-order items, repair parts, and accessories may require additional processing time depending on stock availability.

Customers may cancel an order before it has shipped. Once an order has been shipped, it cannot be canceled. You may request a return after receiving the product if it meets our return requirements.

7-Day Return Policy

You may request a return within 7 calendar days of receiving your order.

To be eligible for a return, the product must be:

Purchased directly from the HONTOL official website

New, unused, and in original condition

Returned with all original packaging, accessories, manuals, cables, parts, and proof of purchase

Free from damage, misuse, unauthorized repair, or modification

DTF Printer Return Conditions

DTF printers are precision machines. A printer may be returned only if:

The printer has not been filled with ink

The printer has not been used for production

The printer is returned in its original packaging

The return request is submitted within 7 calendar days of delivery

Once ink has been added to the printer, the product is considered used and cannot be returned or exchanged, unless HONTOL confirms that the issue is caused by a manufacturing defect.

Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If you receive a damaged, defective, incorrect, or incomplete item, please contact us within 7 calendar days of delivery and provide:

Order number

Photos of the product

Photos of the shipping box and packaging

Video showing the issue, if applicable

After verification, HONTOL may provide replacement parts, repair service, exchange, store credit, or refund.

If the issue is confirmed to be caused by HONTOL or shipping damage, we will cover the reasonable return shipping cost or replacement shipping cost.

Non-Returnable Items

The following items cannot be returned unless they arrive damaged or defective:

Opened DTF ink

Opened DTF powder

Opened DTF transfer film

Cleaning liquids and maintenance supplies

Used printheads, dampers, tubes, filters, or consumable parts

Customized or special-order products

Clearance items, final sale items, and gift cards

Return Shipping

If the return is due to customer reasons, including ordering the wrong product, no longer needing the item, or changing your mind, the customer is responsible for:

Return shipping cost

Original shipping cost

Any applicable customs duties or taxes

Safe packaging of the returned product

Original shipping and handling fees are non-refundable unless the return is caused by our error.

If the return is caused by a confirmed product defect, shipping damage, or wrong item sent by HONTOL, HONTOL will be responsible for the reasonable shipping cost.

Return Authorization

All returns must be approved before being shipped back.

To request a return, please contact us at:

support@hontol.com

Please include your order number, product model, return reason, and photos or videos if applicable.

Returns sent without prior authorization may be refused.

Refunds

After we receive and inspect your returned product, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow 5–14 business days for your bank, credit card company, PayPal, Klarna, or payment provider to process the refund.

Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped. For non-defective products, we recommend returning the eligible item first and placing a new order separately.

Warranty Service

Issues that occur after the 7-day return period will be handled under our Warranty Policy.

Damage caused by improper installation, incorrect operation, lack of maintenance, unauthorized repair, use of non-approved consumables, or misuse is not covered by this Return Policy.