🎉 All generations are free through October 31 — design your lettering and appliqué, get your DST and PES files, no payment needed.
ThreadType

Refund Policy

Last updated: October 2026

Our order process is conducted by our online reseller Paddle.com, the Merchant of Record for all our orders. Paddle handles refunds and returns, and this policy follows Paddle's refund terms (paddle.com/legal/refund-policy). We want you to be happy with your files, so we go a little further where it matters for embroidery.

14-day refund

If you are not satisfied with an order, you can ask for a full refund within 14 days of the date you bought it. You do not need to give a reason. If you are in a country with a statutory right to withdraw from an online purchase (the EU, UK, Switzerland and others), that right applies as well, as set out in Paddle's refund terms.

If a design does not sew out well

If a file sews out badly on your machine, we will make it right at any time within 30 days of your order:

  • Reply to your order email with a clear photo of the stitched result (and a short note about the fabric, stabiliser and machine if you can).
  • We will look at it. If the problem is with the file, we will either fix and resend it or refund your order in full, whichever you prefer.

We aim to reply within 2 business days.

How to ask for a refund

  • Reply to your order email (best for sew-out problems, as we can see your order straight away), or use the Contact page on the site; or
  • contact Paddle at paddle.net with your receipt, as Paddle is the seller of record and can process any refund request.

Generation plans

The 14-day refund applies to plan purchases too. If you have already generated files from a plan, the credits you used are cancelled with the refund. Free trial credits and coupon discounts have no cash value.

How refunds are paid

Approved refunds go back to the original payment method and are processed within 14 days of approval; your bank or provider may take a little longer to show it. Free orders have nothing to refund. If you have a problem with a charge, please contact us or Paddle before opening a chargeback, so we can fix it quickly.

Your legal rights

This policy does not affect any rights you have under consumer law that cannot be excluded.

Contact

Use the Contact page on the site, reply to your order email, or contact Paddle at paddle.net for payment questions.