Returns Policy

We know that you will be pleased with your purchases from Cardiff Embroidery, however, there may be occasions when you will need to return items to us.

Please note that items with printing and/or embroidery cannot be returned.

Items Damaged in Transit

If any items were damaged in transit, we ask that you report it to us within 7 working days (please note that this is 48 hours for our business customers). If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once received back into our warehouse, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs.

Items Faulty on Arrival

If your items are faulty on arrival, you have 28 calendar days in which to inform us of the fault (please note that for our business customers, this is 14 calendar days). Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we'll issue a replacement or full refund to you via your original payment method and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians we will return the item to you, in this instance you will be liable for the return carriage.

Delivery Cost of Returned Items

The outbound delivery cost of the order will be refunded by Cardiff Embroidery, however the cost of returning items must be paid for by the customer.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Distance Selling Regulations (DSR) you can do so provided you inform us of your decision within 10 days of receipt. The item must not be used and must be 'as new' when returned to us. Once you've informed us that you wish to return goods under the DSR, you have 28 calendar days to do so, at your own expense. Once the item is received at CardiffEmbroidery.co.uk, we'll issue a full refund for the product to your original payment method. Please note this policy has some limitations, such as personalised items cannot be returned, and does not apply to business customers. Restocking fees may apply.