Last updated: August 2026
Because embroidery files are generated and delivered instantly, all sales of digital downloads are final once the file has been downloaded. If the file is corrupted, will not open in your embroidery software, or does not match the design you created, contact us within 14 days and we will re-generate or replace it free of charge.
Subscription plans renew automatically. If you cancel, you keep access until the end of the current paid period and the plan will not renew. We do not provide partial refunds for unused days in a billing period unless required by law.
If you were charged after cancelling, or if you believe a renewal was processed in error, contact us within 14 days of the charge and we will review it for a full refund.
Custom hand-digitizing orders require payment before work begins. If we have not started the order, you may request a full refund. If work has already begun, we will issue a partial refund based on how much of the order has been completed.
Because embroidery files are custom-generated digital downloads, we do not issue refunds for change of mind once the file has been delivered. Please use the preview and sample tools before downloading to make sure the design meets your needs.
Contact us within 14 days of purchase with your order email and a description of the error. We will re-generate or replace the file at no extra cost.
Digital file issues and subscription billing errors must be reported within 14 days of the charge or download. Custom hand-digitizing refund requests must be made before the work is delivered.
We do not offer partial refunds for unused time during a billing period. If you cancel, you keep access until the end of the current period and the subscription will not renew.
If you believe a renewal was processed in error, contact us within 14 days of the charge. We will review your account and issue a full refund if the cancellation was received before the renewal date.
Yes. If work has not started, you receive a full refund. If digitizing has already begun, we issue a partial refund based on the percentage of work completed.
Approved refunds are processed within 5–10 business days. It may take an additional 2–5 business days for your bank or card issuer to post the credit to your account.
Fill in the form below with the email address used for the purchase, the date of the charge, and a short description of the issue. We aim to respond within 2 business days.
Already submitted one? Check where it stands on the refund status page using your purchase email and your order ID or request ID.
Questions about refunds? Message us on WhatsApp.
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