Return & Refund Policy

At OKAI MACHINERY, we prioritize transparency and service. Due to the nature of our professional DTF printing equipment, returns and refunds are handled with specific conditions. Please read carefully before placing an order.

1. No Refund After Payment

• Once a deposit or full payment is made, we do not accept cancellations or refund requests, unless the product is proven to be non-functional upon arrival.

• Each machine is assembled, tested, and packed specifically for your order, and cannot be restocked or resold.

2. Shipping Damage Policy

• If your item is damaged during shipping:

  • Do NOT refuse the delivery.

  • Sign the delivery receipt and clearly note any visible damage on the POD.

  • Take photos and videos of the damage during unboxing.

  • Contact us immediately at helen@okaimachinery.com with documentation.

• We will assist in claim processing and provide replacement parts or solutions based on the situation.

3. Product Issues After Delivery

• If the machine has functional issues after installation:

  • Our technician will assist you remotely via video call to resolve the problem.

  • In most cases, remote support and spare parts can restore full operation.

  • Refunds are not issued unless the machine is completely non-repairable within warranty conditions.

4. Consumables & Spare Parts

• All sales of consumables (ink, film, powder, etc.) and spare parts are final and non-refundable.

• Please confirm model compatibility before purchase.

5. Return Shipping Costs

• We do not cover return shipping unless the return is due to a proven fault caused by us or our logistics partners.

• Any return must be authorized by our support team in writing.

6. Warranty vs. Refund

• Please refer to our Warranty Policy for full coverage details.

• Refund is not a substitute for warranty. For eligible issues, we provide repair or part replacement.

7. Contact Us

If you have concerns about your order or require help, please contact:
📧 Email: helen@okaimachinery.com
📱 WhatsApp: +1 (281) 250-6292

We will do our best to support you.