Custom Order & Printing Policy

Effective Date: 3 June 2026

Last Updated: 3 June 2026

Welcome to I Heato. We specialise in creating high-fidelity, customized apparel and made-to-order digital print garments. Because every piece is engineered and printed exclusively based on your individual selections, this Custom Policy details your rights and obligations when initiating a bespoke order.

Please evaluate these parameters carefully prior to purchase. By finalizing your custom transaction, you confirm your acceptance of the operational guidelines detailed below.

1. Defining Custom Merchandise

A customized or bespoke order encompasses any garment that undergoes physical printing or modification based specifically on your choices, including:

  • Apparel utilizing your uploaded graphic files, imagery, or logos.

  • Garments featuring personalized typography, text layouts, or individual names.

  • Any made-to-order item that does not exist as pre-manufactured blank stock.

Note: Non-custom standard blank apparel remains subject to our standard 14-day return framework as detailed in our Returns & Refund Policy.

2. Graphic File Specifications & Content Standards

To guarantee optimal, high-definition print output, all uploaded artwork files must satisfy the following parameters:

Metric Requirement Technical Specification
File Formats PNG, JPG, or PDF (High-resolution PNG with a transparent background is strongly recommended).
Resolution Profile A minimum of 300 DPI to ensure crisp, blur-free graphic details.
Colour Configuration RGB mode (our equipment replicates your source colours as accurately as textile technology permits).
IP Rights & Content Original artwork, authorized licensed graphics, or text assets you hold official usage rights to deploy.

Prohibited Content: We strictly reject the printing of trademarked assets without verification, copyrighted imagery, offensive graphics, or unlawful material. We preserve an absolute right to cancel any transaction featuring prohibited imagery with zero entitlement to a refund.

3. Proof Reviews & Layout Validations

  • Complex Digital Mockups: For intricate layout configurations or multi-tier commercial graphics, we may compile a digital mockup (proof) for your review via email within 1–2 business days post-purchase. You must validate or provide feedback on this proof within 48 hours. Production is paused until your official sign-off is logged.

  • Standard Automated Runs: For basic text inputs or simple layouts, no digital proof is dispatched unless specifically requested prior to purchase. By finalizing your checkout, you verify that the live layout preview displayed on your screen is 100% correct.

4. Amendment & Cancellation Deadlines (6 Hours)

Because our automated high-speed manufacturing system queues print jobs quickly, individual customized orders can only be amended or cancelled within a strict 6-hour window following order placement.

  • To Request an Amendment or Cancellation: Email support@iheato.com immediately with your order reference and the word "CANCEL" or "AMEND" clearly noted in the subject header.

  • Post 6-Hour Horizon: Once an item has entered the physical pretreatment or printing phase, cancellations or profile modifications cannot be accommodated under any circumstances.

5. Production & Fulfillment Timelines

The comprehensive delivery horizon across Australia is calculated utilizing the following formula:

{Total Waiting Horizon} = {Manufacturing Time} + {Postal Carrier Transit}

  • Manufacturing & Print Turnaround: 3 – 7 Business Days (commencing post-payment clearance and layout approval, where applicable).

  • Domestic Carrier Transit (Australia-Wide): 5 – 10 Business Days for metropolitan centers; 7 – 14 Business Days for regional and remote territories.

  • For comprehensive freight costs, free shipping thresholds (e.g., $59 AUD), and tracking insights, please review our comprehensive Shipping Policy.

6. Exclusions from Standard Product Returns

Because bespoke apparel is explicitly personalized to your individual profile, it cannot be refurbished, stocked, or resold. Consequently, we maintain a strict no-refund and no-return policy for instances resulting from:

  • Buyer's remorse, change of mind, or localized preference changes.

  • Incorrect size choices (we strongly urge customers to evaluate our detailed garment sizing chart before purchase).

  • Subjective design layout preferences (including precise print scale, contrast levels, or exact positioning relative to seams).

  • Structural mistakes embedded within your source file (such as typos, grammar issues, low-resolution blurring, or poor image contrast).

  • Minor organic color tone variations between an illuminated digital monitor and matte physical fabric.

7. Production Safeguards & Quality Guarantees

If your customized garment arrives with a critical structural defect or a printing blunder caused directly by our facility, we will rectify the issue immediately at our expense.

Covered Errors vs. Non-Defective Variations

Verified Production Faults (Covered) Non-Defective Material Variables (Not Covered)
Missing design components (blank surfaces). Minor tone shifts between screen pixels and fabric dyes.
Severe alignment errors (crooked or off-center graphics). Marginal fabric sizing tolerances (±1.5) standard in apparel manufacturing.
Entirely incorrect image file printed. Minor shipping folds or packing creases that relax after ironing.
Structural fabric damage (stains, holes, or split seams). Blurry print results caused by customer-submitted low-resolution files.

Lodging a Claim:

Please connect with our support desk at I Heato within 7 days of delivery. Ensure your communication includes your order reference, a concise explanation of the fault, and clear, well-lit photographs detailing the full garment and the specific problem area.

Upon verification, you retain full authority to select a complimentary replacement run or a complete refund (including initial shipping fees). We never require you to dispatch defective custom apparel back to our overseas hub; claims are managed entirely via photo verification.

8. Color Projection Disclaimer

Digital computer displays and mobile screens project colors using backlighting, whereas physical garments absorb ink pigments organically. Factors such as screen calibration settings, ambient viewing light, and fabric compositions (pure cotton vs. polyester blends) will impact perceived colors. While we deploy premium printing mechanics, minor color variations are standard and do not qualify for complimentary re-runs or refunds.

9. Commercial Volume & Bulk Orders

For corporate, team, or promotional custom orders exceeding 15+ items, specialized operational frameworks apply:

  • Production Windows: Broadened to 15–25 business days depending on order depth.

  • Physical Sampling: Large bulk allocations may require physical sample validation prior to printing (tariffs apply).

  • Bulk Order Cancellations: Window narrows to 24 hours post-payment, and drops to zero once a physical sample is approved.

  • For volume tier pricing, please contact support@iheato.com with the phrase "Bulk Printing Request" in your subject line.

10. Corporate Registry & Support Contact

For technical file assistance, order status tracking, or policy questions, please contact our team:

  • Digital Storefront: I Heato

  • Inquiry Email: support@iheato.com

  • Direct Line: https://www.iheato.com/

  • Corporate Entity: Shangrao Hewu Garments Co., Ltd.

  • Business Registration No: 91361124MAK8PDEE6Q

  • Physical Address:
    Yanshan County, Shangrao City
    Jiangxi Province, 334500
    China

  • Operational Hours: Monday through Friday, 9:00 AM – 5:00 PM (AEST / GMT+10:00)