Returns, Refunds & Cancellation Policy
Effective Date: 17th July 2026
Last Updated: 17th July 2026
At Access Embroidery, we take pride in delivering high-quality custom embroidered apparel and branded products. As most of our products are made to your specifications, our Returns, Refunds & Cancellation Policy differs from that of standard retail products.
Please read this policy carefully before placing your order.
1. Custom-Made Products
The majority of our products are customised with your logo, artwork, or branding.
For this reason, customised products cannot generally be returned or exchanged if you change your mind, order the incorrect size, or no longer require the products.
2. Change of Mind
We do not accept returns or provide refunds for:
- Change of mind
- Incorrect product selection
- Incorrect garment size ordered
- Incorrect colour selected by the customer
- Customer-approved artwork or embroidery design
- Delays caused by third-party courier services
We encourage customers to carefully review all order details before approving production.
3. Order Cancellations
Orders may be cancelled before production has commenced.
If production has already started, including artwork preparation, embroidery digitising, garment ordering, or embroidery production, cancellation may not be possible and charges may apply for work already completed.
Please contact us as soon as possible if you need to request a cancellation.
4. Returns for Manufacturing Errors
If your order arrives with a verified manufacturing fault or has been produced differently from the approved order, please contact us promptly.
Examples may include:
- Incorrect embroidery compared with the approved artwork
- Incorrect garments supplied
- Incorrect quantities supplied
- Manufacturing defects
- Products damaged before delivery
Where the issue is confirmed to be our responsibility, we will work with you to provide an appropriate resolution.
5. Damaged or Incorrect Orders
If you receive products that are damaged during delivery or believe your order is incorrect, please notify us as soon as possible after receiving your order.
To help us assess the issue, we may request:
- Your order number
- A description of the issue
- Clear photographs of the products
- Details of the packaging (if applicable)
We will investigate the matter and advise you on the next steps.
6. Refunds
Where a refund is approved, it will generally be processed using the original payment method.
Refunds may be considered where:
- Products cannot be supplied as agreed
- A confirmed manufacturing fault cannot reasonably be corrected
- We are unable to complete the agreed order
Refund processing times may vary depending on your payment provider.
7. Replacements
Where appropriate, Access Embroidery may choose to:
- Repair the affected products
- Replace the products
- Reproduce the embroidery
- Supply replacement garments
The appropriate solution will depend on the nature of the issue and the circumstances of the order.
8. Customer Responsibilities
Customers are responsible for ensuring:
- Artwork has been fully approved before production
- Sizes and garment selections are correct
- Logos, spelling, colours, and embroidery placement have been reviewed
- Delivery information is accurate
Access Embroidery is not responsible for errors that have been approved by the customer prior to production.
9. Australian Consumer Law
Nothing in this policy excludes or limits any rights or remedies available under the Australian Consumer Law (ACL).
Where required by law, customers are entitled to applicable remedies for products that fail to meet the consumer guarantees provided under the ACL.
10. Contact Us
If you have any questions about this Returns, Refunds & Cancellation Policy or need assistance with an order, please contact us.
Access Embroidery
Address: Unit 7, 15 Howleys Road, Notting Hill VIC 3168, Australia
Phone: 0 3 9415 1111
Email: info@accessembroidery.au