Refund policy
Important information to read before completing your purchase.
Please review your chosen size/colour/spelling/dates and all information provided to us carefully before you submit your order. All orders that are placed with Emrose Designs are final. Due to the customised/personalisation on our products, we DO NOT accept refunds/exchange for customer error or change of mind. Once your order is submitted, it is instantly added to our production queue for processing.
Please take careful consideration into the correct sizing/colour you are wanting (colours may vary due to lighting on photograph). Once your order is submitted we are unable to change/alter these. For all sizing options, please carefully read through our sizing chart to ensure you choose the correct fit.
Our designs are personalised individually for each of our garments- therefore, although we pride ourselves in precision and excellent results, please take into account that there may be slight variances due to the personalisation by hand.
In the instance that you have made a mistake with your ordering information, please contact us as soon as possible at emrose.designs@outlook.com
Each of our personalised garment designs are created using Heat Transfer Vinyl. Please make sure you refer to the care instructions given on every garment. Refunds/Exchange will not be given for any errors/faults occurred due to poor customer care. Once our care instructions have been removed, it is solely the customers responsibility to make sure the care instructions are followed and the garments have been correctly cared for. Refunds/Exchanges will not be granted in the case of misuse of items, damaged garments due to poor care or if the care instructions have not been followed. Wear & Tear is not considered as a manufacturing fault.
In the unlikely event that the garment does have a manufacturing fault (not personalisation). The customer must advise us at emrose.designs@outlook.com within 5 days of receiving the faulty garment. Once Emrose Designs have stated the garment to be faulty, the customer must return the garment immediately. Emrose Designs will offer to exchange the garment (if the same colour/size garment is in stock) or a full refund will be granted. ** If the garment has a minor fault, we are required to repair any minor fault and return the garment back to the customer in line with the Australian Competition and Consumer Commission (ACCC) guidelines. If we are unable to repair the fault, the customer will be given a replacement of the same garment or in the case the garment is not available - a refund will be granted.
Keepsake Rugs:
Our tufted rugs are individually handmade and personalised to order. Due to the handmade nature of these products, slight variances may occur in sizing, shape, edging, lettering placement, texture and colour tones. These variations are not considered faults and form part of the uniqueness of each handmade piece.
All rug sizes listed are approximate only.
Please carefully review all names, colours and customisation details before submitting your order. Once your order has been placed and production has commenced, changes may not be possible.
Please allow up to 3 weeks for your rug order to be completed. This timeframe allows for designing, tufting, backing, curing, trimming and finishing.
Our rugs are designed as decorative keepsake pieces. They are not intended for use as toys, play mats or safety surfaces. Rugs should always be placed on a flat surface with edges lying flat.
Backing materials contain synthetic latex-based adhesive. Please consider this before purchasing if anyone in your household has a latex allergy or sensitivity.
Emrose Designs does not intentionally reproduce trademarked logos, copyrighted artwork or protected brand designs. We reserve the right to refuse custom requests that may infringe copyright or trademark protections.