Refund & Revision Policy
Last updated: October 20, 2026
We want you to be happy with every file. Because our work is custom-made and delivered digitally, the rules are different from a normal shop. This page explains exactly what we fix for free, when we refund, and how to ask.
In short
You see a preview before you pay on custom orders, so check it carefully.
Minor changes are free for 7 days after delivery.
If we cannot make a file work, or we did not deliver what you ordered, we fix it or refund you.
We do not refund for a change of mind after files are delivered and downloaded.
1. Free revisions
Ask for changes in your order chat, or email us, within 7 days of delivery. We make these corrections free of charge:
Fixing stitch problems, trims, gaps, thread breaks or sewing issues in the file we made.
Small size adjustments.
Spacing, alignment and colour-order changes.
Simple text corrections that match the artwork you sent.
Re-sending the file in another machine format.
Most revisions are done within the same turnaround as the original order.
2. Changes that may cost extra
These are new work, so we may quote a fee, and we always tell you the price and get your approval before starting:
A different design, new artwork or added elements after you approved the proof.
A new layout, a major resize, or changing the stitch style you originally chose.
Mistakes in the artwork or text you supplied (for example a misspelled name on the proof you approved).
Requests made after the 7-day revision period.
3. When we refund
We will refund the order, in full or in part, if:
You were charged twice, or charged in error.
We could not deliver the order, or we cancelled it.
The delivered file does not match your written instructions (size, format, text or placement) and we were not able to correct it through revisions.
The file is damaged, will not open, or cannot be sewn on the machine format you ordered, and revisions do not solve it.
Test-sew your file before bulk production. If a problem appears, send us a photo of the sew-out and tell us the machine, thread, fabric and stabilizer you used. It helps us solve it fast.
4. What we do not refund
A change of mind, or no longer needing the design, after files are delivered and downloaded.
Results caused by machine settings, thread, needle, stabilizer, hooping or fabric that we could not control.
Mistakes in artwork, text, size or format information you gave us and approved on the proof.
Orders where files were delivered and no revision or issue was reported within 7 days.
Extra fees for urgent turnaround once the urgent work has been delivered on time.
5. Cancelling an order
Before we start work: full refund.
After work has started: contact us straight away. We may refund part of the payment depending on the work already done.
After delivery: see sections 3 and 4.
6. Custom patches
Patches are made to order, so we cannot take them back for a change of mind. If your patches arrive damaged, with a manufacturing fault, or different from the proof you approved, contact us within 7 days of receiving them with clear photos. We will remake or replace them, or refund you if we cannot.
7. Ready-made designs from our Etsy shop
Our Etsy designs are digital downloads. Because files cannot be returned, we do not accept returns, exchanges or cancellations once they are downloaded. If there is a problem with your purchase, such as a file that will not open, the wrong file, or a design that will not sew, message us on Etsy or by email and we will fix it, send a replacement or, where we cannot solve it, arrange a refund. Etsy's own purchase protections also apply because your payment is handled by Etsy.
8. How to ask for a revision or refund
Write to us in your order chat, or email mike@ilovedigitizing.com, within 7 days of delivery.
Give your order number and describe the problem. Photos or a test sew-out picture help.
We will reply within one business day, and tell you the fix or the refund decision.
9. How refunds are paid
Approved refunds go back to the original payment method (PayPal or card). We process them within 3 business days, and your bank or PayPal may take a further 5 to 10 business days to show them. Etsy orders are refunded through Etsy.
10. Please contact us first
If something is wrong, please talk to us before opening a payment dispute or chargeback. We resolve almost every issue quickly, and a dispute can delay your refund.
Questions about this policy? Email mike@ilovedigitizing.com or message us in live chat