Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused & not unwrapped, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 15% Restocking fee will be deducted from your original order.

To start a return, you can contact us at embroiderymachinesales@gmail.com. Please note that returns will need to be sent to the following address: EM Systems Ltd 11 Grane Rd, Haslingden, Rossendale, Lancashire, BB45EB.

If your return is accepted, , We will instruction you on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. the return postage it to be paid by the customer.

You can always contact us for any return question at embroiderymachinesales@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right

Exceptions / non-returnable items
Certain types of items cannot be refunded, Like Digitising and used supplies. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Embroidery Machine Warranty Heat Press Warranty

You do not need to register your warranty. your invoice and serial number will match to your purchase date. All Warranties are on a return to base basis. All warranties are none transferable if sold or pasted on/given at a later date. The warranty cover is for repair or replacement parts of the machine at EMS expense and discretion, Labour and Millage fee would be chargeable if a preferred on site repair is needed. This warranty will become INVALID if this product is altered in any way or being used with hoops/consumables not given or sold with the machine. always email ESM with your intension of using consumables not know to EMS to stay covered.. Embroidery Machine and Heat Press Warranty is for 1 year. If this warranty has been extended it will be written and shown on your invoice. 

when purchasing any product from us we are contactable by email and phone for any issues, but we do recommend the first point of call to be your user Manual. The warranty does not cover consumable parts for embroidery machines such as needles, bobbins, bobbin cases, hoops, threaders, bulbs, belts, non-metal parts, etc. Consumable parts for heat presses such as rubber  matts , rubber handles, covers, plattens etc.

Our usual repair turnaround is between 7 and 14 days after receiving the machine into our workshop, dependent on parts availability. Replacement machines can be arranged if the time frame increases or if requested. We will adjust/repair & test your machine and call you to arrange a return day.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We accept Returns on all products that have been un used and un opened. Please contact us by email on embroiderymachinesales@gmail.com prior to returning your goods to discuss your return and options. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at embroiderymachinesales@gmail.com. Training Delivery, Service, & labour are all none refundable.