Returns & Refunds Policy
Last updated: 17 July 2026
At Monomi Custom Embroidery, every item is made or personalised specifically for you. We take great care in creating high-quality embroidered products and want you to be completely satisfied with your order.
1. Personalised & Custom Orders
Most of our products are custom-made or personalised with names, dates, photographs, logos, artwork or other customer-provided details.
Because these items are made specifically for you, we generally cannot accept returns or offer refunds if you:
- change your mind;
- order the wrong size or colour;
- provide incorrect spelling, names or dates;
- approve a design and later decide to change it.
Please carefully review all information and artwork before approving your order.
2. Order Approval
Where a design proof or embroidery preview is provided, production begins only after your approval.
Once production has started, changes, cancellations or refunds may no longer be possible.
3. Damaged, Faulty or Incorrect Orders
If your order:
- arrives damaged;
- contains a manufacturing defect; or
- does not match the approved design,
please contact us within 7 days of receiving your order.
Please include:
- your order number;
- photographs of the item;
- a description of the issue.
We will assess the problem and, where appropriate, arrange a repair, replacement or refund.
4. Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
You may be entitled to a repair, replacement or refund where a product has a major fault or otherwise fails to meet consumer guarantees.
5. Return Shipping
If a return is approved because of our error or a manufacturing fault, we will advise you of the return process.
Unauthorised returns may not be accepted.
6. Contact Us
If you have any questions about this policy, please contact:
Monomi Custom Embroidery
Website: https://www.monomiembroidery.com.au