Returns Policy
Our refund and returns policy for damaged or faulty goods lasts for 30 days. If 30 days have passed since your purchase and your item is damaged or faulty, unfortunately, we cannot offer a refund. Once approved for a refund, we will issue a Returns Authorisation Code (RAC) and you must return the items within 7 days.
Refund for Decorated Garments
Orders for items that have been embroidered or printed cannot be cancelled, regardless of whether they have been dispatched. Under the Consumer Contracts Regulations of 13th June 2014, “personalised goods or goods made to a consumer’s specification” are excluded, which applies to the decorated items we supply. Faulty, damaged, or incorrectly supplied decorated items can be returned.
Refund for Plain Items
A refund request for plain items must be made within 14 days of receiving your order. We reserve the right to refuse a refund. Partial refunds may be granted, or a refund may be refused in certain situations:
- Any item not in its original condition, is damaged or missing parts not due to our error.
How to Proceed
Once you have received the RAC, to complete your return, we require proof of delivery back to us along with your RAC number. Please write the RAC on the outside of the packaging of the returned items.
Process
If your refund request is denied, we will hold the items for 14 days for you to arrange return shipping at your cost. After 14 days, we will donate the items to a local charity. Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 days to your original payment method.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account, then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. An Acquirer Reference Number (ARN) will be available in 1 to 3 business days. If you still have not received your refund, please contact us at “info@embroiderydirect.co.uk”.
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only exchange items if they are defective or damaged.
Shipping Returns
To return your product(s), send them to:
Embroidery Direct,
7, Sovereign Business Park, Albert Dr, Burgess Hill RH15 9TY
You will be responsible for your own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
For returning higher value items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item and are not responsible for missing items.