Returns & Refund Policy

​Glenwood Embroidery – gwembroidery.au handles returns and processes refunds in accordance with the Australian Consumer Protection legislation. We are committed to ensuring our customers are satisfied with our products and services.

Should you wish to return an order, please notify us within 7 days of purchase with a valid reason for return. If we are unable to resolve your complaint or further aid you, we will process a refund upon timely receipt of the goods purchased.

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Consumer Guarantees:

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We comply with the Australian Consumer Law and provide refunds, repairs, or replacements if goods or services sold by Glenwood Embroidery – gwembroidery.au fail to meet the following consumer guarantees: 

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• Acceptable Quality: Goods must be of acceptable quality, fit for purpose, and free from defects.

• Fitness for Purpose: Goods must be fit for the purpose for which they are sold.

• Warranty: Goods and services must comply with any warranty given.

• Other Guarantees: Other consumer guarantees as outlined in the Australian Consumer Law.

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Refund Policy – Conditions – Return Freight.

All costs in relation to return freight are the responsibility of the you the customer.

Any original freight charged will not be refunded.

Refund Policy – Conditions – Decorated Goods.

Decorated goods are items that have been embellished by the means of:

1. Embroidery

2. Digital Transfers

3. Screen printing​

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An item that is on offer or pre-decorated by Glenwood Embroidery – gwembroidery.au is faulty at delivery to you the customer, Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of Glenwood Embroidery – gwembroidery.au.

 

 

Refund Policy – Conditions - Decorated Goods at the request of you the customer.

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If in the event that you the customer wishes to return an item that has been decorated via the means of Embroidery or Digital Transfer at your request:

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1. If an error has occurred with spelling or colour choice made by you,

2. This may relate to font type and or colour of the embroidery thread chosen by you.

3. You the customer choose the wrong item from our range.

4. You the customer choose the wrong position or placement for the embellishment.

5. No decorated (Embroidered/Heat Transferred) garments can be returned for change of mind or incorrect sizing.

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Refunds are not available as the error made is not that of Glenwood Embroidery – gwembroidery.au.

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Refund Policy – Conditions – Other.

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Any credit card fee that may have been incurred, will not be refunded.

Any returned garments that show evidence of wear including, but not limited to; rips, tears, stains, severely damaged product tags, deodorant marks, cologne or cigarette smells will not be valid for a return and will be returned to the original order address. No refund or exchange will be offered.

Any garments returned without original packaging will not be valid for a refund or exchange.

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