Refund Policy

You have 14 calendar days from the day you (or someone you nominate) physically receives your order to cancel for any reason. You do not need to give a reason.

To cancel, send written notice to support@embsupplyco.com or complete the Model Cancellation Form (also included in your order confirmation email). Notice must be sent before the 14-day period expires.

We refund the cost of the goods plus the basic outbound shipping cost (we do not refund any premium upgrade you chose, such as priority shipping). Refund is issued to the original payment method within 14 days of us receiving the returned goods, or earlier if you can show evidence of dispatch.

You bear the cost of returning the goods to us. Use a tracked service for parcels worth more than £20 / $25 — if the parcel is lost in transit we cannot refund until we have received it.

Return address:

Embsupply Returns
EMB SUPPLIES LIMITED
9 Maxwell Street
IV32 7DE
United Kingdom

The following items are excluded from the right to cancel, by law and / or by our voluntary policy:

• Opened packs of needles and pins (hygiene and safety).
• Fabric, thread or other materials that have been cut, stitched or otherwise used.
• Items personalised at your request.

If you return a kit in a condition worse than “as received” (for example, hoops with visible damage, fabric that has been cut), we may make a proportionate deduction. We will email you with the deduction before processing the refund.

If your kit arrives damaged or faulty, email photographs to support@embsupplyco.com within 48 hours. We will replace damaged items at our cost and you do not need to return the damaged ones unless we specifically request them for quality investigation.

In addition to the 14-day right above, you have a 30-day short-term right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described. Between 30 days and 6 months, the seller has one opportunity to repair or replace.

If we cannot resolve a complaint to your satisfaction, you may use the European Commission’s Online Dispute Resolution service (ec.europa.eu/consumers/odr) or, if resident in the UK, contact Citizens Advice.

To: EMB SUPPLIES LIMITED, 9 Maxwell Street, IV32 7DE, United Kingdom; email support@embsupplyco.com.

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.