Terms & Conditions
Here you will find the Terms and Conditions for each product or service offered by Moorebank Uniforms & Embroidery. Terms and conditions exist to protect both the business and the customer. If you are unsure or have any questions about something stated in our T&C’s please don’t hesitate to contact us.
Please read the following terms and conditions carefully, as by purchasing any products on our website or engaging our services by any other means such as for embroidery or custom work wear orders it is deemed that the customer has read and agreed to Moorebank Uniforms & Embroidery’s terms and conditions as outlined below.
REFUNDS, CREDIT NOTES & EXCHANGES
We do not accept refunds for change of mind, refunds will only be provided where we are required to under Australian Consumer Law, such as if the item is faulty or does not match the description or is not fit for purpose or intended use.
We are not obligated to refund for change of mind purchases under Australian Consumer Law.
There are no refunds or exchanges available on hats, hair accessories, socks, tights and briefs due to health regulations, so please ensure that sizing, school colours and so on are correct when making your choice.
If an item does not fit or you made an incorrect choice, you can exchange the item within 21 days of purchase provided that the item has original tags attached, is unworn, unwashed and unaltered. You must also provide proof of purchase at the time of the exchange.
If an item is missing from your order, arrives faulty or damaged, it is the customers responsibility to notify us within 48 hours of receiving the goods. Email email@example.com with your order number, full name, email address and telephone number, so that we can organize for the item to be resent, replaced or returned to us and a replacement item sent and/or assessment carried out on faulty or damaged item/s as soon as possible.
If you no longer require an item and do not wish to exchange the item for something else online or in store, you can return the item in exchange for store credit. Store credit does not expire, however it expected that the customer maintains a copy of their store credit receipt to be able to redeem at their chosen time. We understand that receipts may fade over time and encourage you to take a photo of your receipt for your records. In order to obtain store credit for goods returned, proof of purchase must be presented with the goods, and the goods must have original tags attached, be unworn, unwashed and unaltered.
If you wish to make an exchange for a purchase that you made online due to a fault, incorrect sizing choice or return the item in exchange for store credit, you can do this by going to your nearest Moorebank Uniforms & Embroidery Store, onsite school uniform shop at your school that stocks the items purchased or you can return the product to us via post.
There are no refunds for cost of shipping on goods being returned/exchanged, all shipping costs for exchanges with the exception of faulty or damaged goods will be the responsibility of the customer. Returns & exchanges must be sent via tracked parcel post with tracking number provided via email, Moorebank Uniforms & Embroidery will not be responsible for lost incoming parcels. Exchanges will not be shipped until we have received the original item/s back in original unused, unworn, unwashed and unaltered condition with the tags on as well as received payment for cost of shipping for goods being sent as part of the exchange.
It is recommended that you double check the spelling of any names/text before submitting your embroidery order in store.
Moorebank Uniforms & Embroidery take no responsibility for spelling errors submitted by the customer, it is the customers responsibility to ensure that spelling is correct at time of submitting the order.
It is recommended that you double check your embroidery placement, font and colour selections before submitting your order. Once embroidery has commenced, we cannot change placement, font or colour selections. It is the customers responsibility to ensure that it is correct at the time of ordering.
All Standard embroidery completed in store needs to be paid in full upfront before your order will be processed.
All work wear orders for embroidery require a minimum of 50% deposit upfront before orders will be processed and remainder is due prior to handover of goods.
For embroidery of logos and other ready made designs provided by the customer, we require a DST file, if you do not have a DST file of your logo or design, we can organize digitization of your design or logo for a once off fee that includes a stitch sample for your approval before proceeding with embroidery on your garments or items. The DST file will then be held on file for future use should you require further embroidery work at a later stage.
For plain text logos and designs a standard set up fee may apply to create the files necessary to complete your embroidery, this fee will also include a stitch sample for your approval before proceeding with embroidery on your garments or items. The files created will then be held on file for future use should you require further embroidery work at a later stage.
While our Embroidery turnaround times are fairly quick they do vary based on our current workload and quantity ordered, if you have a deadline which you require the work to be completed by, let us know upfront so that we can do our best to work with you to meet your required timeframe.
WORK WEAR QUOTES
All quotes provided by Moorebank Uniforms & Embroidery are valid for 14 days from the date of issue. Quotations that are not accepted within the time identified may be subject to change. All quotes are in Australian Dollars. Additional work which is outside the original scope and not provided for in the original quotation will be charged as an add on. Add on prices vary and as such a new quote for the add ons will be provided to the client.
Should your order require you to submit artwork or other details to us, please ensure all spelling on artwork or documents provided is correct and/or colours specified are correct, MUE will not be responsible for incorrect spelling or colour choices provided by the customer.
ORDER PROCESSING, POSTAGE & HANDLING
MUE will post your order to any nominated address within NSW.
Service and Delivery Fees are as follows:
Flat Rate $12.99
Please allow up to 10-15 working days for the delivery of your items, more during peak periods. Please note that during peak periods, there may be delays in the processing and shipping of orders. In addition to this when we are closed over the holiday period, orders placed during this time will be processed and shipped upon reopening as advertised.
This is just an estimate and order processing, postage and handling times are subject to change at any time and are dependent on each order placed.
Orders placed during the December – February peak period will have summer uniform items prioritised for shipping first, winter items will ship together with summer items where available, otherwise your order may be shipped in multiple parts when an item isn’t available, as soon as the item becomes available we will ship the remaining parts of your order.
All parcels will be sent with tracking, to track your order you can simply follow the links/details provided in your tracking email that you will receive once your order has shipped.
If your tracking link says that your parcel has been delivered, but you have not yet received it, please contact the courier company from your tracking email, quoting the tracking number first to try and locate your parcel, then if there is no resolution please contact us as soon as possible, quoting your order number so that we can look into for you with our couriers.
If your package arrives damaged, open or with items missing and it looks as though something may have happened to it in transit, please snap a photo of the packaging and contents and contact us within 48 hours of receiving the package to let us know what is damaged or missing so that we can investigate with our couriers and rectify the matter for you.
COVID-19 ORDER & SHIPPING DELAYS
Due to the ongoing and ever changing COVID-19 pandemic, there may be delays to orders being processed & dispatched as well as shipping delays. We are working hard to dispatch orders as quick as possible, however at times we may experience staff shortages due to illness and isolation requirements and this can lead to a delay in processing, packaging and shipping orders out. Please be patient with us as we navigate & pivot our business to learn how to manage and mitigate any delays.
We are experiencing some product & materials shortages due to shipping delays for our raw materials, while we aim to keep disruption to supply to a minimum sometimes this is just outside of our control. Please bare with us we are working hard with our suppliers to mitigate this however sometime it is outside of both of our control.
Our delivery partners are experiencing ongoing delays across the board due to staff shortages due to illness and isolation requirements, they are working hard to ensure orders are collected from our warehouse and delivered to our customers in a timely manner, however please note that once orders are in the hands of our delivery partners delivery time frames are outside of our control.