Refund & Guarantee Policy

At EmbroideryART Studio, customer satisfaction is our top priority. Because our digital files (DST, PES, JEF, EXP, VP3 formats) are delivered instantly via electronic download link, they cannot be physically returned or exchanged in the way tangible goods can. Therefore, all sales are generally final. However, we offer a comprehensive guarantee to protect your purchases.

1. 100% Quality & Digitizing Guarantee

We test-stitch all of our designs on commercial embroidery systems before releasing them to ensure quality. If you experience any issues stitching our patterns, we will investigate and resolve them:

• Defective Files: If a file is found to have a digitizing defect (such as overlapping paths causing thread breaks, misalignment, or missing sections), we will immediately fix the design and deliver a corrected version. If we are unable to fix the issue, a full refund will be issued.
• Format Conversions: If your machine requires a specific format not included in the standard ZIP package, we will provide a converted copy free of charge. If conversion is impossible, we will refund the purchase.

2. Refund Eligibility Criteria

Refunds or replacements are granted under the following specific circumstances:

• Duplicate Purchases: If you accidentally purchase the exact same embroidery pattern or bundle twice within 48 hours, please let us know. We will issue a full refund for the duplicate transaction or exchange it for a design of equal value.
• Un-downloaded Files: If you have purchased a design but have not clicked the download links, we can issue a full refund upon request if you change your mind within 14 days of purchase.

3. Non-Refundable Situations

We cannot issue refunds in cases outside our control:

• Size & Compatibility Errors: If you purchase a size that is larger than your embroidery machine's maximum hoop limit (e.g. purchasing an 8" design for a 4"x4" hoop), this is not eligible for a refund. However, our support team will happily attempt to resize the file for you free of charge!
• Aesthetic Choice: Refunds are not granted simply because you changed your mind about the pattern style after downloading the files.

4. How to Submit a Claim

To request a refund, file fix, or size alteration, please email our support agents:

• Support Email: support@embroidery.com
• Details to Include: Your Order Number, the name of the design, your embroidery machine model, and a brief explanation of the problem (attaching a photo of the test-stitch is highly recommended).

Our helpdesk operates 24/7, and most inquiries are resolved with corrected files or processed refunds within 2 to 4 hours.