Refund policy

The Embroidery House is an online store owned and operated by Nina Ventures (Pty) Ltd (Registration No. 2025/729381/07), trading as The Embroidery House.

Our registered office is 3 Lavender Lane, 6757 Croaker Street, Centurion, Gauteng, 0157. Machines are dispatched from, and returns are received at the same address

This policy applies to purchases made through theembroideryhouse.co.za and to deliveries within the Republic of South Africa only. We do not sell, ship or accept returns outside South Africa.

1. The short version

We sell sewing, embroidery and craft machinery — precision equipment that is calibrated, tested and, in many cases, demonstrated to you before it leaves us.

  • We do not accept returns because you changed your mind, ordered the wrong model, or found it cheaper elsewhere.
  • We do stand behind every machine we sell. If something is genuinely defective, we will make it right, in line with the Consumer Protection Act.
  • Online orders carry a 7-day cooling-off right that we are legally required to honour. The conditions are set out in Section 3.
  • Promotional bundles, combo deals and clearance stock have additional restrictions. See Sections 6 and 7.

Nothing in this policy limits, restricts or waives any right you have under the Consumer Protection Act 68 of 2008 ("CPA") or the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"). Where this policy conflicts with those Acts, the Acts apply.

2. No change-of-mind returns

Outside of the statutory cooling-off right in Section 3, we do not accept returns or issue refunds for:

  • Buyer's remorse or a change of mind
  • Ordering the incorrect model, size or specification
  • A machine not suiting your project, skill level or workspace
  • Finding a lower price after purchase
  • A gift that was not wanted
  • Failure to read the product specifications before ordering

Machinery of this class is not resaleable as new once it has been unboxed, threaded, powered up or test-stitched. We encourage you to contact us on 076 513 9007 (call or WhatsApp) before ordering — we will help you choose the right machine, and that advice is free.

3. Cooling-off period for online orders (ECTA Section 44)

Because you are buying electronically, you may cancel an online order without giving a reason within 7 (seven) days of receiving the goods.

To qualify, the goods must be returned:

  • In their original, unopened, factory-sealed packaging, with all seals intact
  • Unused and unthreaded — no power-up, no test stitching, no needle or thread fitted
  • Complete with all accessories, feet, bobbins, manuals, warranty cards, software keys and promotional inclusions
  • With proof of purchase and your order number

Your responsibilities:

  • You bear the direct cost of returning the goods to us, including courier, insurance and packaging.
  • Goods remain at your risk in transit. We strongly recommend an insured courier with tracking. We are not liable for items lost or damaged on the way back to us.
  • Once the return is received and inspected, we refund the purchase price within 30 days of cancellation.

Cooling-off does not apply to:

  • Goods made, configured, personalised or digitised to your specification
  • Software, digital downloads, embroidery design files and licence keys once the seal is broken or the licence has been activated
  • Consumables where the seal has been broken (see Section 5)
  • Goods that have been unboxed, powered on, threaded or used in any way
  • In-store or telephonic purchases made at our Durban Central or Pinetown branches — the cooling-off right in ECTA applies to electronic transactions only

Items returned in this window that fail the conditions above will be refused, and returned to you at your cost. Where packaging is missing or damaged but the machine is otherwise unused, we may at our sole discretion accept the return subject to a handling and repackaging fee of up to 15% of the purchase price.

4. Faulty, defective or damaged goods

This is where your strongest protection sits, and we take it seriously.

4.1 Damaged in transit or incorrect item delivered

Inspect your delivery on arrival. If the outer packaging is visibly damaged, note it on the courier's waybill before signing.

Report transit damage, shortages or an incorrect item to us within 48 hours of delivery, with photographs of the packaging, the machine and the waybill. We will arrange collection and replacement at our cost. Claims raised after 48 hours are difficult to lodge against the courier and may not be accepted.

4.2 Defective goods — your CPA Section 56 rights

If a machine is found to be defective, unsafe, or not of the quality you were entitled to expect, you may return it within 6 (six) months of delivery, and you may choose whether we:

  1. Repair it, or
  2. Replace it, or
  3. Refund the purchase price to you.

The choice is yours, not ours, and the return costs nothing.

4.3 How we assess a defect

We are an authorised dealer, not the manufacturer. To protect you and to keep your manufacturer warranty intact, all defect claims are assessed by the authorised Brother South Africa service network (or the relevant supplier's authorised service agent for non-Brother products).

  1. Contact us at naeem@ninaventures.com or 076 513 9007 with your order number and a description of the fault. Photographs or a short video of the fault help enormously.
  2. We issue a Return Authorisation and arrange collection, or you may book the machine in at [DURBAN_BRANCH] or [PINETOWN_BRANCH].
  3. The machine is booked in to the authorised service centre for technical assessment.
  4. Assessment is typically completed within 10–15 working days, subject to parts availability and supplier turnaround. We will keep you updated.
  5. Once the fault is confirmed, we action your chosen remedy under 4.2.

If the assessment finds no defect — for example the fault is caused by misuse, incorrect threading, poor maintenance, unsuitable materials, power surges, or unauthorised tampering — the machine is returned to you and you carry the assessment, handling and return delivery costs. We will quote you before any chargeable work begins.

4.4 Repaired goods

If a machine is repaired under warranty and the same defect recurs within 3 months of the repair, we will replace it or refund you, at your election, in line with CPA Section 57.

5. Items we cannot accept back

Unless the item is genuinely defective, we do not accept returns on:

  • Opened consumables — thread, bobbins, needles, stabilisers, backing, sublimation paper, ink cartridges, blades, mats and similar. Once a seal is broken we cannot verify integrity or resell the item. Sealed, unopened consumables may be returned within the cooling-off window in Section 3.
  • Software, digital products and design files once the licence has been activated or the seal broken.
  • Custom, digitised or personalised work, including custom embroidery digitising.
  • Machines showing signs of use, threading, test stitching, oil, lint or fabric residue.
  • Machines serviced, opened, modified or repaired by anyone other than an authorised service agent. This voids both this policy and the manufacturer warranty.
  • Items without proof of purchase.
  • Damage from misuse, dropping, liquid ingress, incorrect voltage, power surge, or use of non-approved parts, needles or accessories.
  • Normal wear items — needles, bulbs, belts, blades and similar consumable parts.

6. Promotional bundles, combo deals and specials

Promotional pricing exists because items are sold together. Our promotional stock is therefore subject to the following:

  • Bundles return as a complete set. Where a promotion combines items — for example a machine with a cap frame, a stand, or bonus accessories — partial returns are not accepted. Every component, including free or discounted inclusions, must be returned in original sealed condition.
  • No component may be refunded separately, and no cash value may be claimed against any individual item within a bundle.
  • Free or bonus items must be returned with the qualifying purchase. If a bonus item is not returned, its full recommended retail price is deducted from your refund.
  • If a bundle is broken up, promotional pricing falls away. Where we accept a partial return at our discretion, the retained items are re-priced at their standard individual retail price and the difference is deducted from your refund.
  • Combo and special pricing is valid while stocks last and is not reserved, backdated, price-matched or applied retrospectively to earlier orders.
  • Where one component of a bundle is defective, we deal with that component under Section 4 — you are not required to return the whole bundle for a defect claim, and your CPA rights are unaffected.
  • Discount codes and vouchers have no cash value, cannot be refunded, and are not reissued once a qualifying order is cancelled or returned.

7. Sale, clearance and ex-demo stock

  • Sale, clearance, floor-model, ex-demo and end-of-range items are sold on a final sale basis and are not returnable for change of mind.
  • Any known defect, cosmetic mark, wear or missing accessory is disclosed on the product page before purchase, and the price reflects it. In line with CPA Section 55(6), disclosed conditions are not grounds for a return.
  • Undisclosed defects remain fully covered by Section 4. Discounted stock does not waive your statutory rights.
  • Ex-demo and clearance units may carry a reduced or balance-of-term warranty. The applicable term is stated on the product page.

8. Refunds

  • Refunds are paid to the original payment method and to the original purchaser only. We do not refund to a third-party account, and we do not refund cash on card transactions.
  • Refunds are processed within 10 working days of approval, and in all cases within the 30-day period required by ECTA where cooling-off applies. Your bank may take a further 3–5 working days to reflect the funds.
  • Delivery fees are refunded where the item was defective, damaged in transit, or incorrectly supplied. They are not refunded on cooling-off cancellations.
  • Where a refund arises from a promotional purchase, the refund is limited to the amount actually paid, not the recommended retail price.
  • Store credit is offered as an alternative only where you choose it. We will never impose credit in place of a refund you are entitled to.

9. Deliveries and collections

  • We deliver within South Africa only. We do not ship to neighbouring countries or process international returns.
  • Returns are accepted by arranged courier collection, or in person at [DURBAN_BRANCH] or [PINETOWN_BRANCH] during trading hours. Please book in advance.
  • Do not send a return without a Return Authorisation number. Unauthorised deliveries may be refused.
  • Uncollected repaired or assessed machines are subject to storage fees after 30 days' written notice.

10. How to start a return

  1. Email naeem@ninaventures.com or WhatsApp 076 513 9007 within the applicable timeframe.
  2. Include your order number, the item, the reason, and photographs where relevant.
  3. We respond with a Return Authorisation and collection or drop-off instructions within 2 working days.
  4. Pack the item securely in its original packaging. Write the Return Authorisation number clearly on the outside.
  5. We inspect on arrival and confirm the outcome in writing.

11. Warranty

All new machines carry the full manufacturer warranty, honoured through the authorised Brother South Africa service network. The applicable term is stated on each product page and on the warranty card supplied in the box — it varies by model and by use.

Important — machines used commercially. Brother's warranty term is reduced where a machine is used for business or production purposes rather than domestic use. If you are buying to run an embroidery or garment business, check the commercial term on the product page before ordering, or ask us and we will confirm it in writing.

The warranty covers manufacturing defects and faulty workmanship. It does not cover consumable and wear items (needles, blades, bulbs, belts, loopers, needle plates, cutting mats, stabiliser), wear and tear, misuse, unauthorised repair, or damage from incorrect power supply or power surge.

Warranty service is separate from, and additional to, your rights under this policy and the CPA. As Brother South Africa itself confirms, the six-month implied warranty of quality under the CPA applies irrespective of the manufacturer warranty term.

Keep your invoice — it is your warranty document, and proof of purchase date is required for any claim.

12. Complaints and escalation

We would much rather resolve a problem directly. Contact us first at naeem@ninaventures.com or 076 513 9007 and we will respond within 5 working days.

If you remain unsatisfied, you may refer the matter to: