Returns, Exchanges & Warranty Policy

The Embroidery House Returns, Exchanges & Warranty Policy
Owned and operated by Nina Ventures (PTY) LTD

Provided in accordance with the South African Consumer Protection Act (CPA). For any return, exchange or warranty query, contact naeem@ninaventures.com.

Change-of-Mind Returns

Unopened, unused machines and accessories in original packaging with all seals, manuals and accessories intact may be returned within 7 days of delivery for a refund or exchange, less outbound delivery cost. Please contact us before returning any item so we can arrange safe collection.

Manufacturer Warranty

All genuine Brother machines sold by The Embroidery House carry the applicable Brother South Africa manufacturer warranty from date of purchase. Terms vary by model. Warranty repairs are carried out by Brother-authorised service centres.

Defective or Incorrect Items (CPA Rights)

Under the CPA, you're entitled to a repair, replacement, or refund if goods are defective, unsafe, or not fit for purpose within 6 months of delivery. If your machine arrives damaged, faulty, or incorrect, contact us immediately with photos so we can resolve it at no cost to you.

Non-Returnable Items

For hygiene, licensing and safety reasons, the following can't be returned once opened or activated, unless defective: software with an activated licence key (e.g. PE-Design), opened ink cartridges and sublimation paper, and machines that have been used or threaded beyond reasonable inspection.

Special Offers and Final Sale Items

Items clearly marked as a Combo Deal, Bundle or FINAL SALE are not eligible for a change-of-mind refund, exchange, or store credit. Your rights under the CPA in respect of defective goods are unaffected.

Refund Process

Returns are inspected and processed within 3–10 business days of receipt. Approved refunds are confirmed by email and may take additional business days to reflect, depending on your bank. Delivery fees for change-of-mind returns are the customer's responsibility except where the item is defective or incorrect.