Custom Order & Printing Policy

Effective Date: 3 June 2026
Last Updated: 20 July 2026

Welcome to I Heato. We specialise in creating quality, customized apparel and made-to-order digital print garments. Because every piece is manufactured and printed based on your individual selections, this Custom Policy details the standard frameworks when initiating a bespoke order.

Please review 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 30-calendar day return window as detailed in our Returns & Refund Policy.

2. GRAPHIC FILE SPECIFICATIONS & CONTENT STANDARDS

To support quality 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 support clear 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 the right to cancel any transaction featuring prohibited imagery according to standard legal procedures.

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 verified and correct.

4. AMENDMENT & CANCELLATION DEADLINES (24 HOURS)

Because our automated manufacturing system queues print jobs quickly, individual customized orders can only be amended or cancelled within a 24-hour window following order placement.

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

Post 24-Hour Horizon: Once an item has entered the physical pretreatment or printing phase, cancellations or profile modifications cannot be accommodated.

5. PRODUCTION & FULFILLMENT TIMELINES

The estimated delivery window 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.
For comprehensive freight costs, shipping thresholds, and tracking insights, please review our 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 apply a standard no-refund and no-return policy for instances resulting from:

Buyer's remorse, change of mind, or localized preference changes. Incorrect size choices (we recommend customers review 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 GUIDELINES

If your customized garment arrives with a critical structural defect or a printing error caused directly by our facility, we will rectify the issue according to our Returns & Refund Policy.


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 cm) 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.

Please connect with our support desk at I Heato within 30 calendar 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 the option to select a complimentary replacement run or a complete refund (including initial shipping fees). We manage claims 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 industry-standard printing mechanics, minor color variations are standard and do not qualify for complimentary re-runs or refunds.

9. COMMERCIAL VOLUME & BULK ORDERS

Category
Details
Applicability
Orders exceeding 15+ items (Corporate, team, or promotional).
Production Windows
3-7 Business Days (same as standard ready-to-wear items).
Shipping Times
5-10 Business Days across Australia (consistent with all orders).
Pricing & Taxes
No additional taxes or tariffs. Subject to the same pricing structure as standard items.
Physical Sampling
Large bulk allocations may require physical sample validation prior to production (additional fees may apply).
Bulk Order Cancellations
Once a physical sample is approved or production has commenced, cancellations cannot be accommodated.
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
  • Phone: +86 193 2474 1360
  • Inquiry Email: support@iheato.com
  • Corporate Details: www.iheato.com
  • Company Name: Shangrao Hewu Garments Co., Ltd.
  • Business Registration No: 91361124MAK8PDEE6Q
  • Physical Address: Room 411, Building 11, Digital E-commerce Industrial Park, Industrial Zone, Yanshan County, Shangrao City, Jiangxi Province, 334500, China
  • Operational Hours: Monday through Friday, 9:00 AM – 5:00 PM AET — Closed on weekends and official statutory holidays.

For any inquiries or concerns regarding custom orders, we kindly ask that you contact us via email at support@iheato.com first. Our team will responds within 1 to 2 business days.

— The I Heato Team