Refund policy

Return & Refund Policy

Thank you for shopping with BW Printer.
We specialize in professional advertising printing equipment, including but not limited to DTF printers, UV printers, UV DTF printers, flag printers, printing consumables, and related industrial equipment.

Please read our Return & Refund Policy carefully before placing an order.

1. General Policy

Due to the nature of industrial printing equipment, all products sold by our company are considered professional commercial equipment.

By completing your purchase, you acknowledge and agree to the following terms:

  • All sales are considered final after shipment.
  • Returns or refunds are NOT accepted for non-quality-related reasons, including but not limited to:
    • Change of mind
    • Business closure
    • Market conditions
    • Wrong purchase decision
    • Lack of operational experience
    • Customer dissatisfaction unrelated to product defects
    • Customs clearance delays
    • Local tax or import duties
    • Differences in color, printing effect, or production efficiency caused by operating environment or user operation

For custom-made equipment, customized voltage configurations, customized colors, or specially produced machines, returns and refunds are strictly not accepted.

2. Quality-Related Issues

If the customer believes the equipment has a manufacturing defect or serious quality problem, the customer must provide:

  • Clear photos and videos showing the issue
  • Equipment serial number
  • Detailed written description of the malfunction
  • Official inspection or testing report issued by an internationally recognized third-party inspection organization

Accepted inspection organizations may include internationally recognized agencies such as SGS, TÜV, Bureau Veritas, or equivalent local certified inspection institutions.

Without valid third-party inspection documentation, refund or return requests based on alleged quality issues will not be accepted.

3. Technical Support Before Return Approval

Before any return or refund request is reviewed, customers must cooperate with our technical support team for troubleshooting and remote diagnosis.

Our engineers may provide:

  • Video support
  • Remote software assistance
  • Operating guidance
  • Replacement part solutions

Many issues can be resolved through technical support and proper machine calibration.

4. Return Authorization

No product may be returned without prior written authorization from our company.

Unauthorized returns will be refused.

If a return is approved:

  • The customer is responsible for all return shipping costs.
  • The customer is responsible for export/import duties, customs fees, and related charges.
  • Equipment must be returned in original packaging and complete condition.
  • Damage caused during return transportation due to improper packaging will be the customer’s responsibility.

5. Refund Conditions

Approved refunds (if applicable) will only be processed after:

  • The returned equipment is received and inspected
  • The equipment is confirmed to contain verified manufacturing defects
  • The equipment has not been damaged by improper operation, maintenance, voltage instability, environmental conditions, or unauthorized modification

Refunds may be partially deducted for:

  • Shipping costs
  • Bank transaction fees
  • Customs expenses
  • Machine depreciation
  • Missing accessories or damaged parts

6. Consumables & Ink

Ink, printheads, films, powders, cleaning liquids, and other consumable products are non-refundable and non-returnable once shipped, except in cases of verified manufacturing defects.

7. Shipping Damage

If the package arrives visibly damaged:

  • Customers must notify us within 48 hours of delivery
  • Customers must provide photos of:
    • Outer packaging
    • Shipping label
    • Internal damage
    • Damaged product

Failure to report shipping damage within 48 hours may result in rejection of the claim.

8. Force Majeure

We are not responsible for delays, failures, or losses caused by:

  • Customs inspections
  • Port congestion
  • International logistics disruptions
  • Natural disasters
  • Government restrictions
  • Wars
  • Strikes
  • Pandemic-related delays

9. Contact Information

For all return, refund, or technical support requests, please contact:

Email: simon@bwprinter.com

We aim to respond to all inquiries within 1–3 business days.