Refund policy

RETURN POLICY

We do not offer refunds or exchanges for change of mind on our custom embroidery products. This is due to the personalised nature of our products, as they are tailored specifically for the customer and cannot be resold.

We accept returns on our ready-to-stitch, repeatable designs within 30 days of the date the product is received by the customer. For a return to be accepted the products must be returned in their original condition and packaging. It is at the discretion of the business to determine if the product is in it's original condition. 

Returns can be posted to:

Skipping Stitches
Parcel Locker 10202 21344
480 Swan St
RICHMOND VIC 3121

FAULTY PRODUCT RETURN POLICY

We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please email rach@skippingstitches.com.au as soon as possible. Please be prepared to supply us images of the damage, defect or fault for an initial assessment.

If the product is confirmed to have a defect, we will replace or repair the product (if repair is reasonably possible) or refund the price of the product to your original payment method, as appropriate. If the product is confirmed to have a major defect, you are entitled to elect whether you want us to replace or repair (if repair is reasonably possible) the product or refund the price of the product to your original payment method. If the product is found not to have a defect, deemed out of warranty, or you otherwise do not have a remedy for a failure to comply with the consumer guarantees under the Australian Consumer Law, we will contact you to determine whether you want us to dispose of the product or return the product to you at your expense.

It does not constitute as a defect if in our reasonable opinion a product has become of unacceptable quality following the sale to you due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.