Refund Policy

We want every file to run well on your machine. Because we deliver digital files that can't be returned once sent, our first step is always to fix the file, and edits are free. This page explains what happens if that isn't enough.

Free edits and revisions

If a delivered file doesn't stitch as expected or doesn't match the artwork and requirements you gave us, send us a photo of your test stitch-out and a short description, and we'll correct the file at no charge. The scope of included revisions is confirmed with your quote.

Cancellations

• You can cancel free of charge any time before we start work on your order.
• Once work has started, cancelling may carry a charge for the work already done. We'll tell you the amount before anything is charged.
• An order can't be cancelled after the files have been delivered.

Refunds for custom work

If we can't correct a file so that it matches the artwork and requirements agreed in your quote, you're entitled to a full refund for that file. Ask within 14 days of delivery.

We can't offer refunds where:

• the problem comes from details that were incorrect or changed after ordering, such as the wrong size, fabric, or format (we'll gladly quote a new version instead);
• you've decided you no longer need the file after it was delivered correctly;
• the file was edited by someone else after we delivered it.

Refunds for ready-made designs

Ready-made designs are digital files and can't be returned once delivered. If we sent the wrong design or format, or the file is damaged, tell us within 14 days and we'll send the correct file. If we can't, we'll refund you in full.

How refunds are paid

Approved refunds are paid back using the original payment method, where possible, within a few business days of approval. Once refunded, any license to use the file ends.

Contact

To request a revision, cancellation, or refund, email info@mashupdigitizing.com with your order details.