Terms & Conditions
EMA Embroidery — Website User Agreement
Last updated: 5 September 2026
Welcome to EMA Embroidery. These terms explain how you may use our website and design tools, and what to expect when ordering garments, custom embroidery or DTF printing from us. In these terms, “we”, “us” and “our” mean EMA Embroidery, and “you” means the customer or website user.
Your consumer rights come first. Nothing in these terms excludes, restricts or changes any right or remedy that cannot lawfully be excluded, including your rights under the Australian Consumer Law. This also applies to personalised and made-to-order products.
1. Using our website
Please read these terms before placing an order. When you accept these terms at registration or checkout, they form part of your agreement with us. Any order-specific terms we agree with you in writing also apply, subject to your rights under Australian law.
You must be legally able to enter into an agreement with us. If you are aged 13 to 17, you may order only under the supervision of a parent or legal guardian who agrees to these terms. Children under 13 must not place orders.
2. Product selection and order details
Before submitting your order, please check the product, garment colour, sizes, quantities, decoration method, design placement and delivery address. Use the size guide for the particular product, as sizing can vary between brands and styles.
If something is unclear, please contact us before ordering. If you notice a mistake after submitting an order, let us know as soon as possible so we can check what can still be changed.
3. Prices, quotes and payment
Amounts are in Australian dollars unless expressly stated otherwise. Please review the items and decoration included in your selection, any applicable GST, delivery charges and the total shown at checkout or in your written quote before confirming payment.
Payment is due on the terms shown at checkout or agreed in your written quote or invoice. If we identify a pricing or availability issue, we will contact you to discuss the available options. Any proposed change to an agreed order or its price requires your agreement before we proceed.
4. Artwork and design approval
Please provide clear artwork and check all names, spelling, numbers, colours, sizing and placement before submitting or approving a design. Where we provide a proof for approval, review it carefully and tell us about any required changes before approving it.
Embroidery background reminder: for an accurate embroidery estimate, remove any solid background that you do not want embroidered. If a background is included in the uploaded image, the automated estimator may count it as part of the stitched design and show a higher price. Please contact us before ordering if you need help preparing your artwork.
Screen previews are a guide to the design. Screens, fabrics, threads and printing processes can display colours and textures differently. This does not remove our obligation to supply products that meet their description, any agreed specifications and applicable consumer guarantees.
Your approval confirms the design details you have chosen; it does not waive your rights if the finished product is faulty, incorrectly decorated by us or otherwise fails to meet a consumer guarantee.
5. Permission to use artwork
You must own, or have permission to use and reproduce, any logo, image, text or other material you upload. This includes permission from the owner of any relevant copyright or trade mark.
You retain your rights in your original artwork. By supplying it to us, you give us permission to reproduce and process it as needed to prepare and fulfil your order, including through service providers involved in that work. This does not transfer ownership of your artwork to us.
We may ask for evidence of permission or decline to reproduce material where there are reasonable concerns about infringement, unlawful content or harm to others.
6. Changes and cancellations
Please contact us promptly if you want to change or cancel an order. Custom decoration can make changes impractical once production has started. We will check the status of your order and explain the available options before making any agreed change.
This section does not limit any cancellation, refund or other remedy available under Australian Consumer Law or an applicable guarantee we have provided.
7. Production and delivery
Production time and delivery time are separate. Any estimated dates should be read together with the information provided for your order. If you need items for a particular event or deadline, contact us before ordering so we can confirm whether your requirements can be met.
Please provide an accurate delivery address. Contact us if your order appears delayed, lost or damaged so we can investigate and discuss the appropriate next steps. Delivery estimates and carrier delays do not remove your rights under Australian Consumer Law.
8. Returns, faults and consumer guarantees
Our products and services are covered by consumer guarantees where the Australian Consumer Law applies. For a major failure with goods, you may choose a refund or replacement and may also be entitled to compensation. For a minor problem, we generally have the opportunity to provide a free repair within a reasonable time. Other remedies may apply if the problem is not resolved. Services are also subject to consumer guarantees and the remedies provided by law.
Please contact us with your order details and a description of the problem. Photos can help us assess the issue. We may need to inspect the goods, but we will not require you to give up your statutory rights as a condition of assistance.
For additional information, read our Returns Policy and Guarantee. Any applicable additional promise made by us remains available alongside your statutory rights. These terms do not withdraw an existing guarantee or create a blanket “no refunds” rule for customised goods.
9. Accounts, privacy and responsible use
Please keep your account details accurate, protect your password and let us know promptly if you suspect unauthorised access. Keep your own copies of important artwork and order records.
Do not use our website to upload unlawful, infringing, threatening, discriminatory or exploitative material; impersonate others; send spam; collect other users’ personal information without permission; or interfere with the security or operation of the website.
We may restrict access where reasonably necessary to address a serious breach, a security risk or unlawful activity. Where practical, we will explain the reason and provide an opportunity to resolve the issue. Restricting access does not remove either party’s existing rights or obligations relating to an order.
Personal information must be handled in accordance with applicable law. Please contact us if you have a question about how your information is used. Accepting these terms does not give us unrestricted permission to use or disclose your personal information.
10. Website content and availability
Our website content, branding and design tools belong to their respective owners. You may use the website for its intended shopping and design purposes, but must not copy or exploit protected material without permission or another lawful basis.
Occasional maintenance, technical faults or interruptions may affect access. If a website problem affects your order, please contact us. Links to external websites are provided for convenience; those websites have their own terms and privacy practices.
Neither this section nor any other part of these terms excludes liability that cannot lawfully be excluded, or makes you responsible for loss caused by our own breach or negligence.
11. Updates and applicable law
We may update these terms and will show the revised date on this page. Updated terms apply to future agreements and do not retrospectively change an existing order without your agreement, except where required by law.
These terms are subject to applicable Australian law. You may raise a dispute with a court or tribunal that has jurisdiction. If any provision is found to be unenforceable, the remaining provisions continue to apply to the extent permitted by law.
12. Questions or concerns?
We want you to feel confident about your order. Please use our Contact page for questions about these terms, artwork, an existing order or a concern you would like us to resolve. Include your order number if you have one.
