Embroida Return & Refund Policy

At Embroida, we take great care in creating personalised and embroidered products, and we want you to love your purchase. As many of our products are custom-made specifically for you, different return conditions apply to personalised and non-personalised items.

Nothing in this policy is intended to exclude or limit your rights under the Australian Consumer Law.

Personalised & Custom Items

Because personalised and custom-embroidered products are made specifically to your specifications, we do not accept returns, exchanges or refunds for change of mind. This includes situations where an incorrect name, spelling or wording was supplied by the customer, the wrong size, colour, font or embroidery option was selected, or the customer simply changes their mind after the item has been personalised.

Please carefully check all names, spelling, sizes, colours and personalisation details before placing your order.

This does not affect your rights under the Australian Consumer Law if your item is faulty, damaged, significantly different from its description, or incorrect due to an error by Embroida.

Where there is an issue with an item, we may ask you to provide photographs and/or return the item so we can assess the problem.

Returns & Exchanges – Non-Personalised Items

We offer a 30-day change-of-mind return period for eligible non-personalised items.

To be eligible for a change-of-mind return, the item must be unused, unworn, in its original condition, in its original packaging where applicable, and have any original tags attached.

Please contact mandi@embroida.com.au with your order number before returning an item.

Customers are responsible for return postage costs for change-of-mind returns.

Once your return has been accepted, we will provide instructions on where to send your item.

Items Not Eligible for Change-of-Mind Returns

We do not offer change-of-mind returns or exchanges on personalised or custom-embroidered products, custom-made products, sale or clearance items, or gift cards.

These exclusions apply to change-of-mind returns only and do not affect your rights under the Australian Consumer Law if an item is faulty or otherwise fails to meet a consumer guarantee.

Line Drawing Embroidery Artwork

For Line Drawing Embroidery orders, custom artwork is created from the photograph you provide.

If your artwork has already been created and you decide not to proceed with your order before embroidery has commenced, any refund will be issued less a $25 artwork fee to cover the custom artwork already completed.

If you request artwork to be created from a different photograph after the original artwork has been completed, an additional $25 artwork fee per new photograph will apply.

Additional artwork requests based on further photographs will also incur a $25 fee per photograph.

Once embroidery or production of your personalised item has commenced, the order may no longer be eligible for cancellation or a change-of-mind refund.

This does not affect your rights under the Australian Consumer Law where the product or service fails to meet a consumer guarantee.

Faulty, Damaged or Incorrect Orders

We carefully inspect our products before dispatch.

If you believe your order is faulty, damaged, incorrect or significantly different from what you ordered, please contact us as soon as possible at mandi@embroida.com.au with your order number, a description of the issue and clear photographs showing the problem where possible.

We may request that the item be returned so the issue can be assessed.

Your rights and available remedy will depend on the nature of the problem and your rights under the Australian Consumer Law.

For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may choose to repair the item, replace it or provide another appropriate remedy within a reasonable time.

Where an item is confirmed to be faulty, we will reimburse reasonable return postage costs where required under Australian Consumer Law.

Refunds

Once a returned item has been received and assessed, we will contact you regarding the outcome.

Where a refund is provided, it will be issued to your original payment method.

Please allow up to 10 business days after the refund has been processed for the funds to appear in your account. Processing times can vary depending on your bank or payment provider.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at mandi@embroida.com.au.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy where a product does not meet the consumer guarantees.

For more information about your consumer rights, visit the Australian Competition and Consumer Commission (ACCC).

Contact Us

For questions regarding returns, exchanges, faults or refunds, please contact Embroida at mandi@embroida.com.au.