Refunds & Exchange Policy

Refunds & Exchange

Refunds for Goods

Refund requests must be made within 7 days after receipt of your goods.

We accept refund requests for goods sold on our Site for any of the following reasons:

  • Purchaser changed their mind; or
  • Missing parts in the kit, such as missing floss, canvas or chart.

Refunds do not apply to the following goods:

  • Sale items; and
  • Change of mind policy only applies to unopened and undamaged kits. The kit is deemed open if the hologram sticker has signs of tempering.

Returns can be made by mail. To return a good by mail, follow the following procedure:

Send us an email to hello@embroiderykitsuperstore.com.au. You will need to indicate which product(-s) you are returning and the reason for the return. If you've changed your mind and would like to return the product(-s) please attach the images of the product(-s) showing the hologram seal is untempered. Once we've received your request we will be in touch within 48 hours, and if confirmed we will provide a postage address for the return. You will have to bear the return postage fees. If you would like to return faulty product(-s) or product(-s) with missing parts please explain in detail the issues with the product(-s), attach photos, and indicate the preferred resolution After we receive the faulty item and confirm it falls under our returns policy, depending on your preferred resolution method, we will either exchange the product, issue a credit note, or make a refund of the cost of the item and the return shipping fees into your original payment method. If the returned item was the only item in your original order we will refund the cost of shipping from us to you if you paid for it, as well as the cost of shipping from you to us. If you had other items in the original order then the cost of shipping to you will not be refunded. The cost of onward shipping is refunded based on the actual amount you were charged. The cost of return shipping is refunded based on standard postage rate of Australia post from your postcode to the return address, at the cheapest rate available for the weight, size and cubic weight of the item. If you received free shipping at the time you placed the order and wish to return the product under our change of mind policy, our actual cost of shipping will be deducted from the refund amount. Payment processing fees will not be refunded.

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