Refund policy
Return & Refund Policy
Last Updated: September 22, 2026
At Alwwin, we are committed to providing reliable UV and DTF printing equipment, consumables, spare parts, and professional after-sales support. Due to the specialized nature of UV printers, DTF printers, and related printing equipment, order cancellations, returns, and refunds are subject to the conditions outlined below.
All requests are subject to applicable laws and the terms agreed upon at the time of purchase.
1. Order Confirmation and Cancellation
Before placing an order, customers are encouraged to confirm the product model, configuration, printhead, printing size, accessories, consumables, and shipping arrangements with our sales team.
After an order is placed, an Alwwin representative may contact you to confirm the order details. Once an order has been confirmed, paid, or entered production, customization, procurement, testing, or shipment processing, cancellation requests may be subject to review.
Cancellation or refund eligibility depends on the order status and whether processing or shipment has already started. If cancellation is still possible, applicable costs may apply. Please contact our support team as soon as possible if you need to request a cancellation.
2. Returns for Printing Equipment
UV printers, DTF printers, and related equipment are specialized products that may involve customized configurations, testing, and shipping arrangements.
Equipment returns are not automatically accepted for reasons such as a change of mind, incorrect model selection, or changes in business plans.
All return requests must receive prior written approval from Alwwin. Return eligibility may depend on:
Product condition and usage
Whether the equipment has been installed or modified
Whether ink or consumables have been used
Whether the product is customized or specially configured
Availability of original packaging
Order status and reason for return
Approved returns may be subject to return shipping, handling, restocking, or other applicable costs, where permitted by law.
3. Shipping Damage
If your order arrives with visible shipping damage, please follow the steps below:
Do not refuse delivery unless instructed by the shipping carrier or our support team.
Record any visible damage on the delivery receipt, if applicable.
Take clear photos and videos of the package and equipment during unpacking.
Retain the original packaging.
Contact us promptly after delivery with your order number and supporting documentation.
We will assess the situation and assist with an appropriate solution, which may include replacement parts, repair assistance, technical support, or a shipping claim where applicable.
4. Product Issues After Delivery
If your machine experiences functional issues after delivery or installation, please contact our support team before arranging any return.
Please provide:
Order number and product model
Photos or videos of the issue
Photos of the packaging, if applicable
A description of the problem
Our technical team may first provide remote troubleshooting and support through video calls, WhatsApp, or other available communication channels. Depending on the situation, the available solution may include technical assistance, replacement parts, repair, product replacement, or an approved refund.
A refund will not normally be provided where the issue can be resolved through technical support, repair, or replacement parts.
5. Accessories, Consumables, and Spare Parts
Eligible unused accessories or non-customized products may be considered for return within [14 days] of delivery, subject to prior approval and the applicable return conditions.
Products must be unused, undamaged, and returned with their original packaging and accessories.
Sales of consumables and spare parts are generally final and non-refundable, including but not limited to:
Ink and printing fluids
DTF film and powder
Printheads
Cleaning solutions
Maintenance supplies
Replacement parts and accessories
Opened or used ink, cleaning solutions, printheads, and other consumable components can not be eligible for return.
Please confirm product compatibility and specifications with our team before placing your order.
Printheads are consumable components and are not covered by Alwwin’s standard warranty.
Customized products, used equipment, and products damaged through improper operation, improper maintenance, incompatible materials, or unauthorized modification may not be eligible for return.
6. Returns and Return Shipping
Customers must follow Alwwin’s return instructions and must not ship products to an unauthorized address.
Any return must be approved by Alwwin in writing before the product is shipped back.
Return shipping costs will be determined based on the reason for the return. Return shipping costs are generally the responsibility of the customer unless the return is approved due to a confirmed product defect or an error attributable to Alwwin or our logistics partners.
Products must be securely packaged to prevent damage during transportation and kept in suitable condition. Additional conditions may apply depending on the product, order status, and reason for the return.
7. Refunds
Once an approved return or refund request has been reviewed, Alwwin will notify you of the outcome.
Approved refunds will generally be issued to the original payment method. The refund amount may be adjusted for applicable shipping, payment processing, handling, restocking, or other non-refundable costs, where permitted by law and previously disclosed.
The time required for the refund to appear in your account depends on your payment provider or financial institution.
8. After-Sales Support
Technical issues may be handled under our After-Sales Support rather than through a standard return or refund process.
Our after-sales team provides remote support for installation, software setup, printing settings, maintenance, and troubleshooting. Customers should contact Alwwin before making unauthorized repairs, modifications, or returns.
Please note that printheads are consumable components and are not covered by the standard warranty.
Damage caused by improper operation, unauthorized modification, improper maintenance, incompatible materials, or other excluded circumstances may not be covered.
For more information, please refer to our After-Sales Support page.
9. How to Request a Return, Refund, or Support
To request a return, refund, or product-related assistance, please contact us with the following information:
Full name
Order number
Product model / machine model
Reason for the request
Description of the issue or request
Relevant photos or videos, if applicable
Please do not return any product without receiving written authorization from Alwwin.
Support Email: admin@alwwin.com
WhatsApp: +86 177 3777 0061
Our team will review your request and contact you with the next steps.
10. Policy Updates
Alwwin reserves the right to update this Return & Refund Policy when necessary. Any updates will be published on this page with the revised date.
This policy does not limit any mandatory rights or protections available to customers under applicable laws.