Refund policy
Embroidery designs are digital files. A working file cannot be returned the way a physical product can, so please read the design page before you pay.
When we help
If the file does not download, does not open, or does not match the size, stitch count, or description published on its page, contact us within 7 days of the order. We will send a corrected file or refund the payment for that design.
A payment that is still pending is not a completed order. Crypto payments are delivered after the provider marks them finished. If the payment fails, you are not charged for a download.
When a sale is final
After a successful download of a file that opens and matches its page, the sale is final. Choosing the wrong design, changing your mind, or not owning the right hoop or software is not a defect in the file.
Free designs have no payment to refund. If a free file fails to download, use the help page and we will send a fresh link.