Refund policy

At Oxford Embroidery we take pride in the quality of our products and strive to ensure that every item is made to your exact specifications. As such, we do not offer refunds or exchanges for any reason other than a substantial defect in the product. If you receive a product that is substantially defective, please contact us within 7 days of receiving your order and we will be happy to assist you in resolving the issue.

To be eligible for a refund, the defective product must meet the following criteria:

• The product must be substantially defective and not meet the agreed upon specifications.
• The defect must be a result of an error on our part in the customization or production process.

Please note that we reserve the right to request proof of the defect before issuing a refund or replacement.

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

If your product is substantially defective, please contact us at oxford_embroidery@yahoo.com with a detailed description of the defect and any photos that can help us understand the issue. We will review your request and get back to you as soon as possible with a resolution.

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 oxford_embroidery@yahoo.com.

We appreciate your understanding that we cannot offer refunds or exchanges for any other reason, including incorrect sizing or design preferences. It is the customer's responsibility to carefully review all customization options and sizing charts before placing an order.

Thank you for choosing us. If you have any questions or concerns, please do not hesitate to contact us at Oxford_embroidery@yahoo.com.