Return & Refund Policy

Embroidery digitizing files are custom-created for each order based on your specifications. Once a file is delivered, it cannot be "returned" the way a physical item can. Because of this, refunds are only issued in specific situations outlined below — not simply because you've changed your mind after delivery.

You may request a refund after delivery only if the design has a genuine quality or technical defect, including (but not limited to):

• The file doesn't stitch out correctly on standard embroidery machinery
• The design has stitching errors, digitizing faults, or technical flaws not caused by your artwork or instructions
• The delivered file does not match the machine format, size, or specifications confirmed at the time of order

If you believe your design qualifies, contact us within a reasonable time of delivery with details (and stitch-out photos/video if possible) so we can review the issue.

Not covered by refund: dissatisfaction with a design that was digitized exactly to the specifications you provided, simple preference changes, or errors in the original artwork/instructions you submitted. These are addressed through our free revision process instead (see below).

1. Email embroidaxteam@gmail.com or message us on WhatsApp with your order details and a description (and ideally photo/video evidence) of the defect.
2. We'll review the issue and, where appropriate, first offer a free correction of the file.
3. If the defect can't be resolved through correction, or you'd prefer a refund, we will issue one for the affected order.
4. Approved refunds are returned to your original PayPal/card payment method and may take a few business days to appear, depending on PayPal's processing times.

Most concerns are best solved through a revision rather than a refund:

• Minor revisions — sizing, placement, thread colors, small stitch tweaks — are free and unlimited.
• Major changes (a different design concept, full redesign, or changes outside your original brief) may involve an additional charge, which we'll always confirm with you first.

• Before work starts: Full refund.
• After work has started, before delivery: Refund of the order amount minus a small processing fee to cover work already completed.
• Monthly plans (Basic/Standard): You can cancel anytime. Any unused designs remaining in your current billing cycle are forfeited and not refunded.

Our 24-hour turnaround is a best-effort target, not a guarantee. Missing this target on its own does not qualify for a refund, discount, or credit.

• Email: embroidaxteam@gmail.com
• WhatsApp: +92 319 1970723

Please include your order number/details and, where relevant, evidence of the issue (screenshots, stitch-out photos, or video) so we can resolve it as quickly as possible.