Your satisfaction with our products is our number-one goal. If after receiving your item you determine that it was not what you expected, simply contact us by phone at 1-888-330-6172 within 30 days of the sales receipt or invoice date for a return authorization number and return instructions. Once we receive the returned item, we will verify the item's condition and issue either a refund or store credit. In order to qualify for a refund or store credit, the item must be returned in the original packaging, with all parts and accessories, and in like-new, resalable condition. Shipping charges are not refundable. Customers are responsible for all return shipping costs for returned and exchanged products.
The following items cannot be returned for a refund:
- Partially used vinyl rolls & application tape.
- All products over 30 days old.
- All software and clip art products.
All special order (dropshipped) items.
All custom cut vinyl rolls less than 15" in width.
All by the foot vinyl products less than 15 feet in length.
- Roland and Graphtec vinyl cutters that are wider than 24".
- All special order heat presses over $1500.00 in cost.
- All used or opened vinyl cutter parts and accessories including blades, cutter protection strips, cutting mats, blade holders, etc.
Minimum 5% Restock Fee - Applies to All Returns
We charge a minimum restock fee of 5% on all returned products. This minimum restock fee covers our administrative and processing costs and the credit card processing merchant fees which are NOT refunded to us by Visa, Mastercard, Discover or American Express when we process refunds to our customers.
10%-15% Restock Fee for all Equipment Returns:
Non-defective equipment units (all 24" and smaller vinyl cutters, floor stands and heat presses) can be returned for a refund less a 15% restock fee within 30 days of the original delivery date. The restock fee will be lowered to 10% if the customer is upgrading to a more expensive machine. Machine downgrades are subject to the full 15% restock fee. Shipping charges (including the shipping charges we incurred to ship the item(s) under the terms of our Free Shipping Offer ) and starter kits are not refundable. We will also deduct the replacement cost for used/damaged blades, cutter protection strips, carrier sheets, etc. Returned equipment must be in like-new, resalable condition and properly packed in the original factory box(es) . If upon inspection we find that the unit has been improperly packaged and/or shipped, is inoperatable or has been damaged or misused by the customer, no refund will be issued and the shipment will be returned to the customer.
Vinyl Film, Application Tape and Transfer Paper Returns:
Unopened and unused transfer papers, application tapes and 15" & 24" wide vinyl rolls can be returned for a refund less shipping and the minimum 5% restock fee within 30 days of purchase. Special order items which require drop shipping from the vendor are not returnable. No vinyl, tape or transfer paper returns will be accepted after 30 days of purchase. In the case that we make an order entry or packing error, replacement products will be sent free of charge and UPS Ground return shipping labels will be emailed to the customer at no charge. Customers are responsible for giving the labeled return package to their UPS driver or dropping it off at a UPS Service Center within 30 days. If the return package is not received by Specialty Graphics Supply within 30 days, we will assume that the customer decided to keep the item and they will be charged/billed accordingly.
Free Ground Shipping for Orders Over $199 - Recapture of Shipping Charges for Returns
If the item or order you wish to return to us was shipped at no charge to you under our $199 free ground shipping offer, the shipping charges that we incurred to ship the item to you will also be deducted from the return refund or store credit. This amount will normally be stated on your original sales receipt and is in addition to any restock fee that applies to the return. Please click here for more infomation regarding the terms of our free ground shipping for orders over $199 offer.
Defective Items Policy:
Defective items can be returned for exchange within 30 days of the original item delivery date. After 30 days, defective items will need to be returned directly to the manufacturer under the manufacturer's warranty. To exchange a defective item, please contact us by phone at 1-888-330-6172 within 30 days of the original sales receipt or invoice date for a return authorization number and return instructions. Once we receive the returned defective item, we will verify the item's condition and serial number if applicable. In order to qualify for an exchange, the original item must be returned in good condition, in the original retail box with all accessories, parts, manuals, software, etc.In certain cases, Specialty Graphics Supply will reimburse customers for shipping costs incurred for returning orders containing shipment packing errors made by Specialty Graphics Supply. Return shipping reimbursements will be limited to the original amount charged by Specialty Graphics Supply for shipping that item.