Refund policy
Return Policy
We want you to be completely satisfied with your purchase. However, since our products are custom-made to order (made-to-order), our return policy has some special conditions.
1. Timeframe for Return Requests:
You have 30 days from the date of receipt to request a return for non-custom-made products (e.g., gift cards).
For custom-made products, you have 7 days from the date of receipt to report any cases of product defects, damage, or discrepancies with your order.
2. Conditions for Returns:
Non-Custom-Made Products:
The product must be in its original condition, unused or unworn, with all original tags and packaging intact.
Proof of purchase or receipt is required.
Custom-Made Products (For Defects, Damage, or Wrong Items):
We only accept returns or exchanges for custom-made products in the following cases:
The product has a manufacturing defect.
The product was damaged during shipping.
You received a product that does not match your order.
We do not accept returns/exchanges for changes of mind, incorrect sizing, or errors made by the customer during the ordering process.
Products should be inspected thoroughly upon receipt.
When requesting a return, you will need to provide:
A full photo of the product.
Detailed photos of the defects, damages, or discrepancies with the order.
3. Return Process:
Step 1: Contact Us:
Send an email to admin@embroigift.com with the subject line "Return Request."
In the email, please provide:
Your order number.
A detailed description of the reason for the return (e.g., defect, damage, wrong item).
Photos of the product as required in section 2.
Step 2: Evaluation of the Request:
After receiving your request, we will evaluate it and notify you of whether the return is accepted or denied within 3 business days.
Step 3: Sending Back the Return:
If your return request is accepted, we will provide a return shipping label (if needed) and detailed instructions on how to package and send the product back.
Please package the product carefully to avoid damage during shipping.
We will not be responsible for any products damaged in transit due to improper packaging.
Step 4: Return Processing:
After receiving the returned product, we will inspect and process it within 5 business days.
If the product meets the return conditions, we will proceed with the refund or send a replacement (depending on your preference).
4. Shipping Costs:
Non-Custom-Made Products:
You will be responsible for the return shipping cost if you are returning an item due to a change of mind or no longer needing the product.
If the product is defective due to a manufacturing error or damaged during shipping, we will cover the return shipping cost.
Custom-Made Products:
If a custom-made product is defective, damaged, or the wrong item, we will cover the return shipping cost.
5. Refunds:
If your return request is approved, we will issue a refund to your original payment method within 10 business days.
The time it takes for the refund to appear in your account may vary depending on your bank or credit card company's policies.
If you have not received your refund after 15 business days from when we notified you, please contact us at admin@embroigift.com.
6. Exceptions:
In the event that a product is damaged during shipping, we will do our best to assist you, including sending a replacement or issuing a refund.
If a product is no longer in stock for an exchange, we will issue a refund.
We reserve the right to refuse a return request if the product does not meet the return conditions.
7. Returns Within the European Union (EU):
Customers in the EU have the right to cancel or return an order within 14 days of receiving it, for any reason and without justification.
The product must be in its original condition, unused or unworn, with all original tags and packaging intact.
You will need to provide proof of purchase or receipt.
8. Contact:
If you have any questions or concerns regarding our return policy, please contact us at admin@embroigift.com.