Returns & Refund Policy
At EMA Embroidery, we take great pride in the quality of our products and workmanship. As most of our items are custom-made and personalised specifically for each customer, we ask that you carefully review your order details before approving production.
Personalised & Customised Items
Due to the customised nature of our products, we do not offer refunds, exchanges, or returns for:
- Change of mind.
- Incorrect sizing chosen by the customer.
- Customer errors in artwork, spelling, names, numbers, colours, or design details once approved for production.
- Delays caused by circumstances outside of our control
Faulty or Incorrect Items
If a garment is found to be faulty due to a manufacturing defect, decoration defect, or if we have made an error in the personalisation that differs from the approved order, please contact us within a reasonable period of receiving your order.
Where the issue is confirmed to be the responsibility of EMA Embroidery, we will, at our discretion:
- Repair the item;
- Replace the item; or
- Provide a refund where a repair or replacement is not possible.
To assess your claim, we may request photographs of the item and details of the issue. Items must be returned before a refund or replacement can be issued.
Australian Consumer Law
Nothing in this policy excludes or limits your rights under the Australian Consumer Law. You are entitled to a repair, replacement, or refund for goods that have a major failure, and compensation for any other reasonably foreseeable loss or damage.
If you believe there is an issue with your order, please contact us as soon as possible so we can work with you to resolve it promptly.
