Refund & Return Policy

Refund & Return Policy for Digital Embroidery Files

Last updated: 01/01/2025

At Stitch Design Files, we provide high-quality digital embroidery design files delivered instantly through online download. Because our products are fully digital and accessible immediately after purchase, our refund and return policy is designed to ensure transparency, protect digital content integrity, and comply with Google Merchant Center requirements.

1. Digital Product Nature

All items available on StitchDesignFiles.com are digital embroidery design files. No physical items will be shipped. Once your payment is completed, download links are provided instantly, granting you immediate access to your purchased files.

Due to the digital nature of our products, we do not accept returns as digital files cannot be physically returned or revoked once delivered.

2. No Refunds After Download

Once any file from your order has been downloaded, the purchase becomes non-refundable and non-cancellable. This policy helps prevent unauthorized use, duplication, or redistribution of digital content.

3. When a Refund May Be Issued

Refunds may only be considered under the following specific circumstances:

  • Undownloaded Purchases: If you have not downloaded any file from your order, you may request a refund within 7 days of purchase.
  • Corrupted or Incomplete Files: If any file is corrupted, missing elements, or does not open properly, we will attempt to fix or replace the file. If the issue cannot be resolved, a refund will be granted.
  • Missing File Formats: If a purchased design is missing one of the listed file formats, we will provide the correct format. If it is not available, you may be eligible for a refund.

Please note: Incorrect file format selection (such as PES, DST, JEF, etc.) is not considered a defect. However, we will gladly help you obtain the correct format for your embroidery machine at no additional charge.

4. How to Request a Refund

To submit a refund request for an eligible order, please contact our support team. Provide the following information so we can review your case promptly:

  • Your order number
  • Email used at checkout
  • Date of purchase
  • A detailed description of the issue

If the issue relates to a corrupted or unusable file, please include screenshots, error messages, or any relevant information that can help us verify and resolve the problem.

All approved refunds will be issued back to your original payment method within 5–10 business days, depending on your payment provider.

You may contact us directly at: [email protected]

5. No Exchange Policy

Because all products are delivered instantly and digitally, exchanges are not available. If you need a different file format for your embroidery machine, please reach out to us — in most cases, we can provide the correct format without requiring an additional purchase.

6. No Cancellation Policy

Orders cannot be cancelled once download access has been provided. This includes situations where the customer accidentally purchased the wrong item or format after receiving the download link.

7. File Compatibility Responsibility

Before purchasing, please ensure that:

  • Your embroidery machine supports the file formats listed on the product page.
  • You have compatible software to open, transfer, or edit the files.

We provide multiple formats (such as PES, DST, JEF, HUS, XXX, VP3, EXP, and others depending on the design), and it is the buyer’s responsibility to verify compatibility prior to completing the purchase. Our team is always available to answer format-related questions before you order.

8. Download Delivery Information

After purchase, you will receive:

  • An on-screen confirmation page containing your download links.
  • An automatic email with download instructions and file access.

If you do not see your email, please check your spam/junk folder or contact us for assistance. We can resend your download link anytime.

9. Technical Support

We are committed to helping you enjoy a smooth and successful embroidery experience. If you need help with file formats, downloads, or machine compatibility, feel free to contact us. Our support team is always ready to guide you.

Email support: [email protected]

10. Acceptance of This Policy

By purchasing digital embroidery products from StitchDesignFiles.com, you acknowledge and agree to this Refund & Return Policy. This policy ensures fairness, transparency, and compliance with online commerce standards, including Google Merchant Center requirements.

11. Policy Updates

We may update or revise this refund policy at any time. Any changes will be posted on this page, and continued use of our website signifies your acceptance of the updated terms.

If you have questions about this policy, please reach out to us. We are here to help and ensure you have a positive experience with your digital embroidery designs.