Digital Delivery Notice: Because our embroidery design files are digital products and delivered instantly upon purchase, they cannot be physically returned or deactivated. As a result, all sales are final, subject to the specific exceptions outlined below.
1. Eligible Claims for Refund
We want you to have a great stitching experience. We will issue a refund or store credit only under the following limited conditions:
- Verified Technical Defects: If the design file has an inherent digitization defect (e.g. overlapping stitch tracks, severe gaps, or corrupt outlines) and our digitizing team is unable to fix the file within 72 business hours of your report.
- Accidental Duplicate Purchases: If you purchase the exact same design twice in two separate transactions, we will refund the duplicate order. You must submit this claim within 7 days of the duplicate purchase.
- Unused Orders: If you purchased a design by mistake and our system logs confirm you have never downloaded the file. Request must be made within 7 days of purchase.
2. Non-Refundable Situations
We cannot issue refunds or credits for:
- Changing your mind, choosing the wrong design code, or decides you no longer need it after download.
- Format mismatch (we clearly list available formats like DST, EMB, JEF, PES, etc. on each design page).
- Issues resulting from incorrect machine settings, wrong stabilizer selection, poor hooping, or sewing on untested fabrics without a test stitch run.
- Lack of appropriate software or embroidery equipment to transfer files.
3. How to Submit a Refund Claim
To file a request, please email our support team at support@texstitch.com with:
- Your order ID and the design file name/code.
- A description of the technical issue you encountered.
- A clear photo or video of the defect visible in a test stitching run on scrap fabric. This helps our digitizers identify and resolve the issue immediately.
4. Chargeback Prevention
Filing payment disputes or chargebacks through banks or gateways without contacting our support first will result in immediate suspension of account privileges, revocation of all licenses to sew our files, and a permanent ban from future purchases.
5. Questions & Assistance
Our dedicated digitizers are available to resize, adjust, or optimize designs to suit your specific machine setup. Contact us at support@texstitch.com for quick support.