Proudly Canadian
Last updated: October 19, 2026
How DECOVINK, a brand of MMX Global Inc., handles cancellations, problems with your order, returns and refunds.
Most of what we make is produced to order from your artwork, at the size, quantity and specification you choose. Because of that, we can’t accept change-of-mind returns on custom products. If there’s a genuine problem with what we supplied, we’ll assess it.
This policy applies to:
Where a written quote, order confirmation or wholesale agreement sets out different terms for your order, those terms apply to that order.
You can cancel an order before production begins. Please email [email protected] with your order number as soon as possible, because production can start shortly after an order and its artwork are accepted. We’ll confirm whether your order can still be cancelled.
If an order is cancelled before production begins, we’ll refund the full amount you paid, including any shipping charges.
Once production has started, cancellation is generally not available. If you need to change your artwork, size or quantity, contact us right away and we’ll tell you whether a change is still possible.
If we contact you about additional shipping costs for a remote destination, you can choose to cancel the affected order for a refund, as described in our Shipping Policy.
DTF transfers, gang sheets, UV DTF transfers, custom apparel, embroidery and other personalised or made-to-order products are final sale. We don’t accept returns or give refunds for:
This doesn’t affect your right to have a defect or a DECOVINK error assessed, as explained below.
If a product has a verified manufacturing defect, or we made an error (for example, we produced the wrong design, size or quantity, or materially produced something differently from the order or proof you approved), we’ll assess the circumstances and decide on an appropriate remedy. Depending on the situation, this may be:
You won’t be charged again for a reprint or replacement that corrects a verified defect or DECOVINK error. Store credit is one option we may offer; where you’re entitled to a refund under applicable law, we won’t require you to accept store credit instead.
Damage caused by improper washing, drying, ironing, storage, misuse or normal wear and tear is not considered a manufacturing defect. Genuine manufacturing defects remain eligible for assessment.
Please tell us about a defective, damaged, missing or incorrect product within 7 calendar days after delivery, or after you collect your order through Toronto Local Pickup. Reporting promptly lets us investigate while the details are fresh and, where needed, raise a claim with the carrier.
If a parcel is lost, or arrives damaged in transit, our Shipping Policy gives you 30 calendar days to report it, and that longer period applies.
These reporting periods don’t limit any rights you have under applicable law. If you notice a problem later, please still contact us.
Email [email protected] for all cancellation requests, return inquiries, refund requests and claims about defective, damaged, missing or incorrect products. Please put your order number in the subject line.
When you submit a claim, please include:
It also helps us assess your claim if you tell us how many pieces are affected and, for damage, include photographs of the packaging and shipping label. For DTF and UV DTF transfers that have been applied, please tell us the application method and settings you used (for example, heat press type, temperature, time, pressure and peel method) and the material or surface you applied them to.
Please keep the affected items and packaging until your claim is resolved, and don’t wash, wear, decorate or alter an item you believe is defective or incorrect, as this can make it impossible to assess. We may ask for more photographs or information, or ask you to return a sample or the affected items.
If we need anything specific, we’ll tell you. Please don’t send anything back until we have authorised the return and told you where to send it, because we can’t match an unexpected parcel to your order.
DTF transfers and gang sheets are printed to order and are final sale. How a transfer is applied affects the result, so results depend on following correct application practice for the transfer and the material you’re applying it to.
Damage or poor results caused by incorrect heat-pressing methods, temperature, pressure, time, peel method or other application procedures, or by an unsuitable garment or surface, are not covered as a manufacturing defect. We recommend testing on a sample piece before a full run.
A genuine defect in the transfers we supplied, such as a print fault present before application, remains eligible for assessment.
UV DTF transfers are also made to order and final sale. The same principles apply: problems caused by application, surface preparation or an unsuitable surface aren’t manufacturing defects, but a genuine defect in the transfer we supplied is eligible for assessment.
There’s a difference between a production error by us and an issue that was already in the file you sent. Where we reproduced your supplied or approved artwork as ordered, we’re generally not responsible for characteristics of that file, such as:
Our DTF configurator estimates the effective resolution at the size you choose and asks you to confirm before continuing when a file is likely to print soft.
If we materially produced something differently from the artwork and order you approved, we treat that as a possible DECOVINK error and assess it on that basis.
Custom apparel and embroidery are made to order and are final sale. Before production, we may ask you to approve a proof or quote that sets out the design, placement, colours, sizes and quantities. Please check it carefully: details you approved aren’t treated as DECOVINK errors.
A verified defect in the garment or decoration, or a difference from the proof or order you approved, is eligible for assessment as described above.
We don’t accept change-of-mind returns on blank apparel or other non-custom products.
If a non-custom product arrives defective or damaged, or we supplied the wrong item, size or quantity, please report it as described above and we’ll review it.
Custom wholesale and bulk orders are final sale, except for verified defects, DECOVINK errors or remedies required by applicable law.
Returns of non-custom wholesale products require our authorisation before anything is sent back, and may be governed by separate written terms agreed with your business.
We initiate approved refunds within 5 business days of approving them, subject to any statutory deadlines that apply. Our business days are Monday to Saturday, excluding applicable statutory holidays.
Refunds go back to the original payment method. If you paid with Klarna or Affirm, the refund is processed through that provider and applied under its terms.
After we initiate a refund, your bank, card issuer or payment provider may need additional time before it appears on your account.
Nothing in this policy limits or excludes any rights or remedies you have under applicable consumer protection laws, including the laws of your province or territory, that can’t be limited or excluded.
Questions about a return or refund? Email [email protected] or call 416-619-0786.
