Terms & Conditions

These Terms and Conditions ("Terms") govern your use of the Best Embroidery website and your purchase of products and decoration services from Best Embroidery ("we", "us", "our"). By placing an order or using this website, you agree to these Terms.

Best Embroidery ABN: 78 988 360 216 Shop 4/500 Collins St, Melbourne VIC 3000 Email: info@bestembroidery.com.au | Phone: (03) 4328 5343

Last updated: 14 July 2026

1. About our products and services

We supply garments, workwear, headwear, bags and accessories, decorated with your logo or design using embroidery, heat transfer vinyl (HTV) or DTF printing. Because every decorated order is produced specifically for you, custom orders cannot be resold to anyone else. Several clauses in these Terms exist for that reason, in particular those covering proof approval, cancellations and returns.

Product information on this website, including stock availability, garment specifications and images, is supplied by our garment suppliers through third party product data feeds. We take care to keep it accurate, but colours may render differently on screens and suppliers may update specifications or discontinue products without notice. If an item in your order becomes unavailable, we will contact you to arrange a substitute, a revised timeline or a refund for that item.

2. Orders and payment

An order is confirmed when you complete checkout on our website, or when you approve a written quote and pay the invoice or deposit for orders placed by email, phone or in store. All prices are in Australian dollars and include GST unless stated otherwise. We may correct pricing errors on the website; if we discover an error affecting your order before dispatch, we will contact you with the option to pay the correct price or cancel for a full refund.

Payment is required before production begins unless we have agreed trading terms with you in writing.

3. Artwork and proof approval

This is the most important clause for custom orders. Please read it carefully.

  • You must supply artwork in a suitable format. For embroidery we digitise your logo into a stitch file; for HTV and DTF we prepare print-ready files. We may charge a one-off setup or digitising fee, which we will quote before proceeding.
  • We will send you a proof (a digital mockup, and for embroidery a stitch-out sample on request) before production. Production does not begin until you approve the proof.
  • Written approval, or payment of the invoice after receiving the proof, constitutes approval. Once you approve, you accept the design, spelling, colours, size and placement shown. We are not liable for errors in an approved proof, including spelling, punctuation or grammatical errors.
  • Check everything before approving: artwork, garment style, colours, sizes, quantities and delivery address.
  • Low quality artwork produces low quality results. If you upload low-resolution or non print-ready artwork and choose to proceed, we are not responsible for the resulting output. We can redraw or clean up artwork for a quoted fee.

4. Production tolerances

Decoration is a physical manufacturing process and small variations are normal:

  • Thread and print colours are matched as closely as practicable to your artwork or nominated Pantone references, but exact matches cannot be guaranteed, particularly between screen and fabric. A variation of up to 5% in colour is considered within tolerance.
  • Decoration placement and size may vary by up to 2cm from the proof.
  • Garment measurements may vary by up to 1.5cm from published size guides, as permitted by garment manufacturers.

Variations within these tolerances are not faults. Anything outside them is treated as a fault under clause 7.

5. Turnaround times

Standard production turnaround is 10 business days from proof approval and payment. Basic text-only embroidery can often be completed faster; complex logos and large orders typically add one to two days. Turnaround estimates cover production only and do not include delivery time (see our Shipping Information page).

If you have a hard deadline, tell us before ordering and we will confirm in writing whether we can meet it. We guarantee our production timeframes on confirmed deadlines but cannot control courier or Australia Post delivery performance once your order is dispatched.

6. Cancellations and changes

Because decorated goods are made to order:

  • You may cancel or change an order at no cost any time before you approve the proof, less any digitising or artwork fees already incurred.
  • After proof approval, production begins and orders cannot be cancelled or changed. Garments that have been decorated cannot be returned to stock.
  • Blank (undecorated) garments that have not entered production may be cancelled subject to any restocking fee charged by our supplier.

7. Returns, faults and your Australian Consumer Law rights

Nothing in these Terms excludes, restricts or modifies your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

What we will fix. If your order arrives with a decoration fault, a garment defect, the wrong item, or a variation outside the tolerances in clause 4, contact us within 14 days of receiving your order at info@bestembroidery.com.au with:

  • your order number and purchase date;
  • a description of the problem;
  • photos showing the fault.

If the claim is verified, we will replace the affected items or refund them, at our cost, as required by the Australian Consumer Law. Do not wear or wash items you intend to claim on, beyond what is needed to identify the fault.

What we cannot accept returns for:

Decorated garments cannot be returned to stock or resold, so we cannot accept returns for:

  • change of mind on decorated items;
  • errors in an approved proof (spelling, colours, placement, garment or size selections);
  • incorrect sizes chosen by you (use our size guides or ask us before ordering);
  • poor results caused by low quality artwork you chose to proceed with;
  • normal variation within the tolerances in clause 4;
  • garment shrinkage or decoration damage caused by not following care instructions;
  • courier delays or errors where we dispatched on time to the address you provided.

8. Customer-supplied (BYO) garments

We can decorate garments you supply, subject to prior agreement and our assessment that they are suitable for the chosen decoration method. Customer-supplied garments are decorated entirely at your risk. Decoration errors are rare, but if one occurs on a garment you supplied, we cannot source a replacement and will not reimburse the value of the garment. Our liability is limited to redoing the decoration on a replacement garment you supply. If this risk concerns you, choose garments from our range instead, since we replace those in full if we make an error.

9. Care instructions

To preserve embroidery and prints: wash cold on a gentle cycle, inside out; do not tumble dry; dry in shade; do not iron directly over decoration. Damage caused by not following garment care labels is not a fault.

10. Intellectual property

  • You retain ownership of the logos and artwork you supply. By submitting artwork you grant us a non-exclusive licence to reproduce it solely to fulfil your orders, including storing files for repeat orders.
  • You warrant that you own or are authorised to use all artwork you supply, and that our reproduction of it will not infringe any third party's intellectual property rights. You indemnify us against any claim arising from artwork you supply.
  • We may decline any order containing content that is unlawful, infringing, offensive or discriminatory, at our discretion.
  • Digitised stitch files, mockups and other production assets we create remain our property unless we agree otherwise in writing. All website content, branding and imagery belongs to us or our licensors and may not be reproduced without permission.
  • With your consent, we may photograph completed work for our portfolio and marketing. Tell us if you prefer your order not be used.

11. Website use

You agree not to misuse this website, including by attempting to gain unauthorised access, scraping content or product data, introducing malicious code, placing fraudulent orders, or interfering with other users. We may suspend or terminate access for breach of these Terms. We may modify, suspend or discontinue any part of the website at any time. If you create an account, you are responsible for keeping your login credentials secure and for activity under your account.

12. Liability

To the extent permitted by law, and subject always to your Australian Consumer Law rights:

  • our total liability for any order is limited to resupplying the goods or services or refunding the amount you paid for them;
  • we are not liable for indirect or consequential loss, including loss of profits or business interruption;
  • we are not liable for delays or failures caused by events beyond our reasonable control, including supplier stock shortages, courier failures, natural disasters, strikes or internet outages.

13. General

  • Governing law: these Terms are governed by the laws of Victoria, Australia, and you submit to the jurisdiction of its courts.
  • Severability: if any provision is found invalid, the remainder continues in force.
  • Changes: we may update these Terms from time to time by publishing the revised version on this page. The Terms in force when you place an order apply to that order.
  • Contact: questions about these Terms can be sent to info@bestembroidery.com.au or (03) 4328 5343.