Refund & Cancellation
Last updated July 8, 2026
Refund & Cancellation Policy
Last updated: July 2026
Digital Products
Because embroidery design files are digital and delivered instantly upon purchase, all sales are final. We do not offer refunds on downloaded digital files.
Exceptions
We will issue a full refund if:
- The file you received is corrupt or cannot be opened
- The design delivered does not match the product listing
- A technical error resulted in a duplicate charge
To request an exception, contact us within 7 days of purchase with your order details.
Custom Digitizing Orders
Custom Digitizing orders follow a quote-then-pay process — we review your request and confirm the final price before you pay anything, so cancelling before that point is always free.
Once you've paid:
- Before work begins: full refund.
- After work has started: a partial refund may be issued at our discretion based on work already completed.
- After your file has been delivered: we don't offer refunds, but every order includes unlimited free revisions — use the "Request a Revision" button on your order page and we'll adjust the file until it's right, at no extra cost.
Approved refunds are returned to your original payment method within 5–10 business days.
How to Request a Refund
For a Custom Digitizing order, message our team directly from your order page (My Account → your order). For a design purchase, use the contact form with your order ID and a description of the issue. We aim to respond within 2 business days.