Refund Policy

Our satisfaction guarantee

Every embroidery file we produce is hand-digitized and quality-checked before it leaves us. If a file does not stitch out the way it should, we want to know — and we will make it right.

Because we deliver digital files rather than physical goods, this policy explains exactly when we correct a file, when we refund it, and how to ask for either. It forms part of our Terms & Conditions.

Free revisions come first

Almost every issue with an embroidery file can be fixed. Before requesting a refund, please give us the chance to correct the file — revisions are unlimited and always free.

• Tell us what went wrong, ideally with a photo of the stitch-out or a note on the specific problem.
• We re-check the file, adjust density, underlay, pull compensation, stitch angles, or sizing as needed, and send a corrected version.
• Corrections are normally returned within the same turnaround window as the original order.

Revision requests should be made within 30 days of delivery.

When you are eligible for a refund

We will issue a refund in the following situations:

• We cannot deliver a usable file. If, after revisions, the file still does not meet the requirements you approved, you are entitled to a full refund.
• The order was never started. If you cancel before we begin digitizing, you receive a full refund of anything paid.
• We missed a guaranteed deadline. If you paid a rush fee and we deliver outside the agreed expedited window through our own fault, we refund the rush fee. Where the delay makes the file unusable for your job, we refund the order in full.
• Duplicate payment. If you were charged twice for the same order, the extra charge is refunded in full.
• We declined your order. If we cannot take on a design after payment, you receive a full refund.

When refunds are not available

Refunds are generally not available in these cases:

• The file was delivered as specified and matches the brief you approved.
• You changed your mind after the work was completed, or no longer need the design.
• The stitch-out issue is caused by machine settings, tension, thread, stabiliser, backing, or fabric rather than the file itself.
• You supplied incorrect requirements — the wrong size, format, or fabric — and now need a different version. We are happy to redo it, but it is quoted as a new order.
• You want changes beyond the original brief, such as a redesign, added elements, or a different size.
• You requested a refund more than 30 days after delivery.
• The order was cancelled or terminated because of a breach of our Terms & Conditions.

How to request a refund

Email info@kendigitizing.com or call 682-688-8884 within 30 days of delivery, and include:

• Your order reference and the email address used to place the order
• The name of the design and the date it was delivered
• A clear description of the problem, with a photo of the stitch-out where possible
• Whether you would prefer a revision or a refund

We review every request individually and respond with a decision, usually within 1–2 business days.

Refund processing and timelines

Approved refunds are issued to the original payment method used for the order. We do not issue refunds by cash, cheque, or to a different account.

• We process approved refunds within 3–5 business days of approval.
• Your bank or card issuer typically takes a further 5–10 business days to post the funds to your account.
• Refunds are made in US dollars. Currency conversion differences and any bank or payment-processor fees are outside our control.

Where an order has been part-completed or split across multiple designs, we may issue a partial refund reflecting the work not delivered.

Cancelling an order in progress

You can cancel an order at any time before it is delivered by contacting us as soon as possible.

• Cancelled before digitizing begins — full refund of anything paid.
• Cancelled while digitizing is under way — partial refund reflecting the work already completed.
• Cancelled after the file has been delivered — treated as a completed order and covered by the sections above.

Rush and expedited orders

Expedited orders carry an additional rush fee for delivery in 1–4 hours. If we miss the agreed expedited window because of our own delay, the rush fee is refunded and the order is delivered at the standard rate.

Rush fees are not refunded where the delay is caused by incomplete instructions, unclear or low-quality artwork, or a wait on your response to a question from our team.

Chargebacks and disputes

If something has gone wrong, please contact us first — we resolve nearly every issue quickly and directly.

Filing a chargeback before contacting us delays the resolution and may result in the file being withdrawn and your account suspended pending the outcome. We reserve the right to submit our order records, correspondence, and delivery evidence to the payment provider in response to a dispute.

Contact us

Questions about this Refund Policy, or need help with an order? Email info@kendigitizing.com or call 682-688-8884. Our support team is available 24/7.