Returns & Refund Policy

We want you to be happy with your EMA Embroidery order. Our change-of-mind policy for blank garments is set out below. Different conditions apply to personalised products. Your rights under Australian Consumer Law are not limited by this policy.

Blank, undecorated garments: 7-day returns and exchanges

We accept change-of-mind returns and exchanges on 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. The customer is responsible for arranging and paying the return postage for a change-of-mind return or exchange.
• We do not charge a restocking fee.

To arrange a return or exchange, email sales@emaembroidery.com.au with your order number, the items you wish to return and whether you would like a refund or exchange. We will provide the postal return instructions and confirm any exchange arrangements. We are an online business and do not offer in-store or drop-off returns.

Refund processing

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 in your account.

Personalised and customised items

For items that have been embroidered, printed or otherwise personalised, we do not accept change-of-mind returns or exchanges. This includes incorrect sizing selected by the customer and errors in artwork, spelling, names, numbers, colours or other design details that the customer approved before production. Please check your order and artwork carefully before approving them.

This exclusion does not apply to faulty goods, items that do not match the approved order, or any other rights you have under Australian Consumer Law.

Faulty or incorrect items

If an item is faulty or differs from your approved order, contact sales@emaembroidery.com.au with your order number and details of the problem. We may ask for photographs and arrange for the item to be returned for assessment.

We will provide the remedy required by Australian Consumer Law. For a major failure, 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.

Australian Consumer Law

Nothing in this policy excludes, restricts or replaces your rights under Australian Consumer Law, including any applicable rights to compensation for reasonably foreseeable loss or damage.