Return & Refund Policy

At Stitchize, we deliver digital files (embroidery designs and vector art). Because no physical goods are shipped and files can be copied/used instantly, returns aren’t applicable. That said, we stand behind our work and offer a fair refund and revision policy when things go wrong.

Refund Window & Amount

50% refund is available within 24 hours of purchase if there is a file issue (see “What qualifies as a file issue?” below).
Refunds are not available once the design has been successfully downloaded and used (e.g., stitched, sent to production, or embedded in a project).

What counts as a “file issue”?

Corrupted or non-opening file despite correct software.
Exported in the wrong format than agreed/requested.
Critical dimension mismatch (e.g., hoop size) that makes it unusable.
Missing essential elements promised in the scope (e.g., layers, colorways).

Tip: Software/version conflicts are common. We’ll first try an alternate format or re-export to resolve it — free and fast.

Unlimited Free Revisions

We offer unlimited free revisions until you are fully satisfied. Need a small size tweak? Different thread color map? Another export format (DST, PES, EXP, EMB, etc.)? No extra cost.

How to Request a Refund

Email us at stitchizestore@gmail.com (or WhatsApp +1 (716) 374-9337) within 24 hours of purchase.
Include your order ID and a screenshot/photo of the issue (error message, dimension panel, stitch preview, etc.).
We’ll verify and either fix the file (preferred) or process a 50% refund.

Exclusions

Change of mind after final delivery and successful use.
Differences in taste/creative direction after approval of proofs.
Third-party software limitations where a workable alternative format is offered.