Return, Refund & Cancellation Policy
Last Updated: July 21, 2026
At Embroiderely, we want you to be satisfied with your purchase. Because many of our products are personalized and made specifically for each customer, different return conditions apply to personalized and non-personalized products.
Please review your customization details, spelling, size, color and shipping address carefully before placing your order.
Nothing in this policy limits any rights you may have under applicable consumer protection laws.
Return Policy Overview
| Order Type or Issue | Return Eligibility | Request Period | Return Shipping |
|---|---|---|---|
| Non-personalized item | Eligible if unused and in original condition | Within 30 calendar days of delivery | Paid by customer |
| Personalized or custom-made item | Not eligible for change-of-mind returns | Not applicable | Not applicable |
| Defective, damaged or incorrect item | Eligible for replacement or refund after verification | Within 30 calendar days of delivery | Paid by Embroiderely when a return is required |
| Customer customization error | Not eligible for return or refund | Not applicable | Not applicable |
Personalized and Custom-Made Products
Personalized and custom-made products are created specifically according to the information submitted with your order.
For this reason, personalized products cannot be returned, exchanged or refunded for the following reasons:
- You changed your mind;
- You selected the wrong size, color or product;
- You submitted incorrect spelling, names, dates, photographs or other customization details;
- You provided an incorrect or incomplete shipping address;
- The finished customization matches the information submitted with your order.
This exception does not apply when the product is defective, damaged, materially different from what was ordered, or produced incorrectly because of an error by Embroiderely.
Non-Personalized Products
Non-personalized products may be returned within 30 calendar days after delivery.
To qualify for a return, the product must be:
- Unused, unworn and unwashed;
- In its original condition;
- Returned with its original packaging, where reasonably possible;
- Accompanied by proof of purchase.
Products showing signs of wear, washing, misuse, accidental damage or unauthorized alteration may not be accepted.
We do not charge a restocking fee for eligible returns.
Defective, Damaged or Incorrect Products
If your order arrives defective, damaged, incorrectly produced or different from the item you ordered, contact us within 30 calendar days of delivery.
After confirming the issue, we will offer an appropriate resolution, which may include:
- A replacement at no additional cost; or
- A refund to your original payment method.
You will not be charged return shipping when the problem was caused by Embroiderely. In some cases, we may be able to resolve the claim without requiring the defective or incorrect item to be returned.
Normal wear and tear, accidental damage, improper washing, misuse or damage occurring after delivery are not considered manufacturing defects.
How to Request a Return, Replacement or Refund
Before returning any product, contact us at:
Please include:
- Your order number;
- The email address used to place the order;
- A clear description of the issue;
- Clear photographs or a short video showing the full product and the issue;
- A photograph of the shipping label if you received the wrong product;
- For a size-related production error, photographs showing the item measured with a ruler or measuring tape.
We normally respond within 24–48 hours on business days.
If your request is approved, we will provide return instructions and, where applicable, the correct return address or a prepaid return label.
Do not return products to the company’s business address without receiving return authorization. Unauthorized returns may not be accepted or processed.
Return Shipping Costs
For eligible non-personalized returns caused by a change of mind, the customer is responsible for return shipping costs.
For verified defective, damaged, incorrectly produced or incorrect products, Embroiderely will pay the reasonable return shipping cost when a return is required.
Original shipping charges are non-refundable for change-of-mind returns. If the return results from an error by Embroiderely, applicable original shipping charges will also be refunded.
We recommend using a trackable shipping service for customer-paid returns. Embroiderely is not responsible for return packages that are lost before reaching the designated return facility.
Refund Processing
Once an eligible returned product is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 5–10 business days after approval.
Your bank, credit-card provider or payment service may require additional processing time before the refund appears in your account.
We do not issue refunds through gift cards, store credit or a different payment method unless required by applicable law or expressly agreed with the customer.
Exchanges
We do not offer direct exchanges for non-personalized products. If your return is eligible, you may return the original product for a refund and place a new order.
For personalized products, exchanges are only available when Embroiderely has made a verified production error or sent the wrong item.
Customer Customization Errors
Orders produced according to customer-submitted customization information are not eligible for a return, exchange or refund.
If you made an error when submitting your customization details, contact us as soon as possible. We may, at our discretion, offer a replacement at a reduced price.
If a discounted replacement is available, we will disclose the exact replacement cost and any applicable shipping charge before you agree to proceed. No replacement fee will be charged without your approval.
Color and Product Appearance
Product colors may appear slightly different depending on screen settings, lighting conditions and material characteristics.
Minor color differences that do not materially change the product are not considered defects. However, if the product is substantially different from the description, preview or customization approved at the time of purchase, contact us so we can review the issue.
Order Cancellation and Modification
Because personalized orders may enter design and production shortly after being placed, cancellations and modifications are not guaranteed.
To request a cancellation or change, contact us immediately at support@embroiderely.com.
An order may only be canceled or modified if design or production has not started. Once an order has entered production, it cannot be canceled or modified.
If we approve a cancellation before production begins, the refund will be issued to the original payment method.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for entering a complete and accurate shipping address.
If you notice an address error, contact us immediately. We cannot guarantee that an address can be changed after an order has entered production or has been shipped.
Orders that cannot be delivered because of an incorrect address, incomplete address, refusal of delivery or failure to collect the package are not automatically eligible for a refund.
If the package is returned to us and can be reshipped, additional shipping charges may apply. We will disclose the amount before reshipping the order.
Contact Information
If you have questions about a return, replacement, refund or cancellation, please contact:
Company Name: Ningxia Qianxing Technology Co., Ltd.
Email: support@embroiderely.com
Business Address: Room 1807, 17F, Shanshui Building, Jinfeng District, Yinchuan, Ningxia 750001, China
Response Time: Normally within 24–48 hours on business days
The business address above is provided for company identification and is not automatically the return address. Please contact customer service and obtain return authorization before sending any product.