Our commitment to quality

At EMA EMBROIDERY, we care about the quality of our garments, embroidery and printing. If something is wrong with your order, please contact sales@emaembroidery.com.au with your order number and details so we can help.

Blank garments: 7-day returns and exchanges

For change-of-mind returns or exchanges of blank garments that have not been embroidered, printed or otherwise personalised, contact us and lodge your return by post within 7 days of delivery. Items must be unworn, unwashed and in new condition, with the original tags attached.

Returns are by post only. Customers arrange and pay the return postage for change-of-mind returns or exchanges. We do not charge a restocking fee. Email us for postal return instructions before sending your items; we do not offer in-store or drop-off returns.

We process eligible refunds within 2 business days after receiving and inspecting the returned items. Your bank or payment provider may take additional time to show the refund.

Personalised and customised items

We do not accept change-of-mind returns or exchanges for embroidered, printed or otherwise personalised items. Please check your selected sizes and all artwork, spelling, colours and design details before approving production. This exclusion does not apply to faulty goods, items that differ from the approved order, or your rights under Australian Consumer Law.

Faults and your consumer rights

We will provide the remedy required by Australian Consumer Law. For a major failure with goods, you can choose a refund or replacement. For a minor problem, we may arrange a repair within a reasonable time; further remedies apply if the problem cannot be fixed within a reasonable time. Where a fault or error is confirmed, we will reimburse reasonable return postage costs. Please keep your postage receipt.

The 7-day change-of-mind window and the unworn, unwashed and tags-attached conditions do not limit your rights for faulty goods. Nothing on this page excludes, restricts or replaces your statutory rights, including any applicable rights to compensation.

Read our Returns & Refund Policy for the full return process and conditions.

Earlier orders

This update applies to new orders placed after its publication on 15 September 2026. Any guarantee or additional promise offered when you placed an earlier order remains available for that order. This update does not retrospectively reduce those promises or your statutory rights.