Refund & Return Policy

1. Digital products cannot be physically returned

No physical item is shipped. Once a digital file has been delivered, made available in an account, or downloaded, it cannot be returned in the same way as a physical product.

2. When a refund may be approved

We will review a refund request when one of the following applies:

• You were charged more than once for the same order.
• Payment completed but the purchased download was not delivered and support cannot restore access.
• The downloadable package is corrupted, missing the formats specifically listed on the product page, or materially different from the product description, and we cannot provide a working correction.
• A payment was unauthorized and the claim is supported by the payment provider’s investigation.
• A refund is required by applicable consumer law.

3. Situations normally not eligible

• Change of mind after payment or download.
• Buying the wrong design, size, hoop, format, or duplicate product when the listing displayed the relevant details.
• Machine, software, thread, stabilizer, fabric, or operator incompatibility not caused by a defect in the supplied file.
• Difficulty using embroidery software or converting a file where the purchased package itself works as described.
• Requests based only on stitch-out preference, density, colors, or results affected by machine settings, materials, or resizing outside the listed dimensions.
• VIP or membership use after eligible files have already been accessed, except where law requires otherwise.

4. Request process

Contact us as soon as possible, preferably within 7 calendar days of the purchase, and include your order number, account email, product name, embroidery machine/software, required format, and screenshots or photos showing the issue. We may first provide a replacement download, corrected file, missing format, or reasonable troubleshooting.

5. Approved refunds

Approved refunds are returned to the original payment method whenever possible. After we submit a refund, the bank or payment provider controls when it appears in your account. Original currency conversion differences, bank fees, or payment-provider fees may be outside our control.

6. Exchanges and replacements

Because products are digital, we normally resolve eligible problems by correcting or replacing the affected file rather than exchanging it for an unrelated product. Any replacement remains subject to the store license.

7. Chargebacks and disputes

Please contact support before opening a payment dispute so we have an opportunity to restore access or investigate the file. Fraudulent disputes or abuse may result in account and download restrictions.