Last updated: 15 September 2026

This Refund and Returns Policy applies to purchases made from EmbroideryDTF SA (“we”, “us”, “our”) at https://embroiderydtfsa.com. It forms part of our Terms and Conditions. Nothing in this Policy limits any right or remedy you have under the Consumer Protection Act 68 of 2008, to the extent that it applies to your purchase.

Faulty or damaged-on-arrival machines

If a machine arrives damaged, or is faulty on arrival, please contact us within 7 days of delivery with your order number, photos or video of the issue, and a description of the fault. Once we’ve confirmed the fault, we will repair, replace, or refund the item at our discretion, and we will cover the cost of returning it to us.

Ongoing manufacturer warranty

Machines are covered by the manufacturer warranty described on the relevant product page, or as agreed with you in writing at the time of purchase. If a fault develops after delivery and within the warranty period, contact us and we will guide you through a warranty claim, which may involve repair, replacement parts, or an authorised service point.

Change-of-mind returns

Because our machines are industrial equipment that is shipped, and in many cases installed and commissioned on site, we are not able to offer change-of-mind returns once an order has shipped. Please make sure you’re confident in your choice of machine before ordering — our team is happy to talk through specifications, suitability and production volumes with you beforehand on WhatsApp or email.

How to start a return

To start a warranty or damaged-on-arrival claim, contact us first, at hello@embroiderydtfsa.com or WhatsApp +27 78 398 0611, with your order number and a description of the issue. We’ll confirm eligibility and give you a return authorisation and address before you send anything back — please don’t ship a machine back to us without contacting us first.

Return shipping costs

If a return is due to a confirmed fault or damage on arrival, we cover the return shipping cost. For any other approved return, you are responsible for the cost of returning the item to us, and we recommend using a trackable courier, since we can’t be responsible for goods lost in transit.

Refunds

Once we’ve received and inspected a returned item, we’ll notify you by email or WhatsApp of the outcome. Approved refunds are processed back to your original method of payment; please allow a few business days for it to reflect, depending on your bank.

Need help?

Contact us at hello@embroiderydtfsa.com or WhatsApp +27 78 398 0611 for any questions about returns, refunds or warranty claims.