Refund Policy for Digital Downloads

Effective date: May 8, 2026

This Refund Policy governs refunds for digital products purchased from reembroidery.com (the "Site") operated by Re Embroidery. By purchasing from us, you accept this policy. It is incorporated by reference into our Terms of Service.

1. General rule

All sales of digital embroidery design files are final once the file has been delivered. Because our products are downloadable digital goods that cannot be "returned" in any meaningful sense, we do not offer refunds after delivery as a default. Delivery occurs automatically and instantaneously when payment is confirmed.

2. When refunds may be issued

We will issue a refund in the following circumstances, subject to verification:

• File defect: The file is corrupted, fails to open in standard embroidery software, or contains a digitization error that prevents normal use
• Wrong design delivered: You received a Design materially different from the one shown on the product page due to our error
• Materially misleading description: The Design is materially different from what was advertised (e.g., color count, size range, or stitch count is significantly different from the product page)
• Duplicate purchase: You accidentally purchased the same Design twice and contact us within 24 hours of the duplicate purchase, before the file has been downloaded a second time
• Unauthorized purchase: The purchase was made without your authorization (e.g., child without parental consent, fraudulent use of payment method) and you contact us promptly with supporting documentation

3. When refunds will not be issued

• You changed your mind after downloading
• You cannot operate your embroidery machine, software, or other equipment
• Your machine does not support any of the file formats we provide. We supply all 8 standard formats (CND, DST, EXP, HUS, JEF, PES, VP3, XXX). Verify compatibility before purchase.
• Your finished embroidered result did not meet your aesthetic expectations due to thread, stabilizer, fabric, or operator factors
• You bought the wrong Design but already downloaded it
• You no longer want the Design after time has passed
• Internet connectivity issues, email delivery failures unrelated to our systems, or device problems on your end (we will resend download links at no charge)
• Requests received more than 14 days after purchase, except where required by applicable law

4. How to request a refund

1. Email refunds@reembroidery.com within 14 days of purchase
2. Include your order number, the email used at checkout, and a clear written description of the issue
3. If the issue relates to a defective file, attach a screenshot of the error message or describe the symptoms in your embroidery software
4. If the issue is a wrong or misleading Design, attach a screenshot or describe the discrepancy

We acknowledge requests within 2 business days and decide within 7 business days. Approved refunds are processed back to the original payment method and typically appear in 5 to 10 business days, depending on your bank or card issuer.

5. Statutory rights (EU, UK, and other applicable jurisdictions)

If you are a consumer in the European Union, the United Kingdom, or another jurisdiction with mandatory digital-content consumer rights, you may have additional or different rights to withdrawal or refund under local law. By beginning the download of a Design, you expressly acknowledge that performance of the contract has begun and that, to the extent permitted by law, you waive any statutory right of withdrawal that would otherwise apply to digital content not supplied on a tangible medium. Where local law cannot be waived, your statutory rights remain in effect notwithstanding this policy.

6. Chargebacks

If you initiate a chargeback through your bank or payment provider without first contacting us and giving us a reasonable opportunity to resolve the issue, we reserve the right to:

• Dispute the chargeback and submit relevant order details, including download logs, IP addresses, timestamps, and email correspondence, to the payment processor
• Suspend or terminate your account
• Revoke the License granted to you under our License and Commercial Use page
• Recover reasonable costs of dispute, including processor fees and legal fees, where permitted by law

Chargebacks initiated for the purpose of obtaining a Design without payment are treated as fraud.

7. Free designs

Designs obtained free of charge are not eligible for refund (no money was paid). Issues with free Designs should be reported to support@reembroidery.com so we can correct them.

8. Bulk and extended-license purchases

Bulk purchases of 10 or more Designs and extended commercial licenses (see License and Commercial Use, Section 4.2) are subject to separate refund terms agreed in writing at the time of purchase. Where no separate terms exist, this Refund Policy applies.

9. Modifications

We may modify this Refund Policy from time to time. The "Effective date" reflects the latest revision. The version in effect at the time of purchase governs that purchase.

10. Contact

All refund requests and questions: refunds@reembroidery.com

Please use email rather than chat or social media so we have a documented record of your request.

This policy is provided for informational use. It is not legal advice. Consult a qualified attorney for jurisdiction-specific consumer law.