Refund & Digital Product Policy

No physical product is shipped. You’re purchasing digital embroidery files.

After successful payment, downloads are prepared for the formats included with each design (for named catalog designs, that currently includes PES, DST, and JEF where listed).

Digital embroidery purchases are subject to the store’s refund terms.

Specific eligibility rules (time limits, exclusions after download, and exceptions) will be published when the client’s refund policy is provided.

Use Machine Compatibility and the formats listed on each product page before purchasing.

How wrong-format purchases are handled under refunds will follow the approved policy. Until then, contact support with your order details and machine information.

Duplicate-purchase handling will be defined in the approved refund policy. Contact support with both order references if you believe you purchased the same design twice.

If a download appears corrupt or incomplete, contact support and include your order number and the format you attempted to download.

Replacement or refund outcomes for file issues will follow the approved digital product policy.

After purchase, downloads are available from the order success experience and, when available on this device, from Orders and My Downloads.

If you cannot access files, contact support with your order number and the format you need.

Use Contact to send a support request about downloads, formats, or order questions.

Include your order number when available so the team can locate the purchase.