Refund Policy

At Mr Embroidery, customer satisfaction is important to us. Please read this Refund Policy carefully before placing an order.

1. Custom & Personalised Orders

Because most of our products are custom-made or personalised, the following rules apply:

• Custom or personalised items are non-refundable and non-returnable
• This includes items with custom text, logos, designs, sizes, colours, or placement chosen by the customer
• Once production has started, orders cannot be cancelled or modified

2. Defective or Incorrect Items

We will gladly offer a replacement or refund if:

• The item is defective
• The embroidery is incorrect due to our error
• You received the wrong item

To be eligible:

• You must contact us within 7 days of receiving your order
• Clear photos of the issue must be provided
• Items must be unused and in original condition

Once approved, we will either:

• Replace the item at no extra cost, or
• Issue a refund (method determined by us)

3. Non-Custom Items

• Returns may be accepted within 30 days of delivery
• Items must be unused, unworn, and in original packaging
• Return shipping costs are the responsibility of the customer unless the item is faulty

4. Refund Processing

• Approved refunds will be issued to the original payment method
• Refund processing times may vary depending on your bank or payment provider
• Shipping fees are non-refundable unless the return is due to our error

5. Order Cancellations

• Orders may be cancelled only before production begins
• Once production has started, cancellations are not accepted
• If a cancellation is approved, a refund will be issued minus any processing costs

6. Shipping Issues

• We are not responsible for delays caused by shipping carriers, customs, or incorrect addresses provided by the customer
• Lost or delayed shipments should be reported to the carrier directly, though we will assist where possible

7. Contact Us

If you have any questions about this Refund Policy or need to request a refund, please contact us:

Mr Embroidery
Email: admin@mrembroidery.com.au
Phone: 02 6341 3163
Address: 16 Redfern St, Cowra, NSW 2794

Last Updated: 23 January 2026