Refund Policy

1. Our Commitment to Customer Satisfaction

At EmbroideryDigitize.com, customer satisfaction is our top priority. We are committed to providing high-quality embroidery digitizing services and stand behind our work with a comprehensive refund policy.

This refund policy outlines the conditions under which refunds may be issued and the process for requesting them.

2. Quality Guarantee

We guarantee the quality of our embroidery digitizing work. If you are not satisfied with the quality of our service, we will:

• Provide unlimited free revisions until you are satisfied
• Re-digitize the design at no additional cost if quality standards are not met
• Issue a full refund if we cannot meet your quality expectations

3. Refund Eligibility

3.1 Full Refund Conditions

You are eligible for a full refund in the following situations:

• We are unable to complete your order within the agreed timeframe due to our fault
• The delivered design does not meet industry-standard quality requirements
• We cannot fulfill your project requirements as specified
• You cancel your order before work has begun
• Technical issues on our end prevent order completion

3.2 Partial Refund Conditions

Partial refunds may be considered in these cases:

• Order cancellation after work has begun but before completion
• Significant delays caused by our team (subject to case-by-case evaluation)
• Partial delivery of multi-design orders

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• Change of mind after design delivery and approval
• Poor embroidery results due to machine settings, thread quality, or fabric issues
• Design files are lost or deleted by the customer
• Customer provides incorrect or incomplete information leading to errors
• Copyright or trademark issues with submitted artwork
• Delays caused by customer feedback or approval processes
• Requests made more than 30 days after project completion

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team within 30 days of order completion
2. Provide your order number and detailed reason for the refund request
3. Include supporting documentation (photos, error descriptions, etc.)
4. Allow our team to review your case and propose a solution

5.2 Review Process

Our refund review process includes:

• Initial review within 24-48 hours of request
• Technical assessment of the delivered work
• Consultation with our digitizing team
• Final decision within 5-7 business days

6. Refund Processing

6.1 Processing Time

Once a refund is approved:

• Refunds are processed within 3-5 business days
• Credit card refunds may take 5-10 business days to appear
• PayPal refunds are typically instant
• Bank transfers may take 5-7 business days

6.2 Refund Method

Refunds will be issued using the same payment method used for the original purchase. If this is not possible, we will arrange an alternative method with you.

7. Cancellation Policy

7.1 Before Work Begins

Orders can be cancelled for a full refund before work has begun on your project. This typically applies within the first hour of order placement.

7.2 After Work Has Started

If work has already begun, cancellation fees may apply based on the amount of work completed:

• 0-25% complete: 75% refund
• 26-50% complete: 50% refund
• 51-75% complete: 25% refund
• 76%+ complete: No refund available

8. Rush Order Refunds

Rush order fees are refundable only if we fail to meet the promised delivery time due to issues on our end. If delivery delays are caused by customer feedback or approval processes, rush fees are non-refundable.

9. Design Ownership After Refund

In cases where a full refund is issued:

• All design files must be returned or deleted
• Customer retains rights to their original artwork
• Our digitized files cannot be used commercially
• Portfolio usage rights are revoked

10. Alternative Solutions

Before issuing refunds, we always try to resolve issues through:

• Free revisions and modifications
• Re-digitizing at no additional cost
• Store credit for future orders
• Complimentary additional services
• Extended revision periods

11. Contact Information for Refunds

To request a refund or discuss your concerns, please contact us:

• Email: refunds@embroiderydigitize.com
• Customer Service: support@embroiderydigitize.com
• Website: Contact Form

Please include your order number and detailed explanation of the issue when contacting us.

12. Policy Updates

This refund policy may be updated from time to time. Any changes will be posted on this page with an updated revision date. Continued use of our services constitutes acceptance of any policy changes.