Refund and Return Policy

Colpix Global's return policy reflects the specialized and customized nature of the goods and services it sells. Industrial printing equipment consists of high-technology products that are manufactured, configured, calibrated and prepared specifically for each order, making their return and resale technically unviable.

Colpix Global does NOT accept returns of industrial equipment. This policy applies without exception to all UV printers, UV DTF printers, DTF printers, DTG equipment, 3D printers, cutting plotters, digital cutting tables and any other industrially manufactured equipment. The reasons justifying this policy are: (i) equipment is manufactured or configured specifically for the Client's order; (ii) equipment commissioning involves irreversible configuration changes; (iii) international return transport generates disproportionate costs and risks; (iv) the B2B nature of Colpix Global's operations implies that the Client has performed a technical and commercial analysis prior to purchase.

Colpix Global does not accept spare part returns. However, in cases where Colpix Global has made an error attributable to its management — including sending an incorrect spare part compared to that indicated in the confirmed order, or sending a spare part with verifiable manufacturing defects — Colpix Global will proceed with the replacement at its own expense, including shipping costs of the correct component. To process a spare part replacement, the Client must: (i) communicate the error within 5 business days of receipt; (ii) provide photographs and video of the component received and its packaging; (iii) preserve the original packaging; (iv) not have installed or used the incorrect component.

Consumables (inks, media, maintenance kits and similar) are not returnable. Replacement of consumables will only be processed when there is an error exclusively attributable to Colpix Global, duly verified through: photographic evidence of products received, packaging photographs, batch number and product production date, and detailed description of the defect or error detected.

Once access credentials or license codes have been delivered, software and digital licenses are non-refundable and non-exchangeable, unless Colpix Global has sent incorrect credentials or the software is technically inoperable due to causes attributable to Colpix Global.

Cancellation of a confirmed industrial equipment order in production or preparation will be subject to a penalty of fifty percent (50%) of the total order value, plus direct costs already incurred by Colpix Global. The possibility of cancellation and its economic conditions will be evaluated on a case-by-case basis by Colpix Global, which reserves the right not to accept cancellations once the production process has begun.

All claims related to errors attributable to Colpix Global must be communicated in writing to legal@ within the timeframes indicated in each section of this policy, with all required supporting documentation. Colpix Global will analyze the claim and issue a response within a maximum of 15 business days from receipt of complete documentation.