1. Digital products — general policy

All designs are digital files (DST, PES, EMB, EXP). Once a download link has been accessed, the file cannot be “returned,” so refunds are limited to the cases below.

2. When a refund is available

• The file you received is corrupted or fails to open
• The wrong design or file format was delivered by mistake
• The design does not match the size/stitch specifications listed on the product page
• Payment was verified as completed but no download was ever delivered within 24 hours

3. When a refund is not available

• Change of mind after downloading the file
• Compatibility issues with an unsupported or outdated embroidery machine, once confirmed the file itself is not faulty
• Minor color/preview differences due to screen display settings

4. How to request a refund

Contact us within 48 hours of purchase via WhatsApp or the Contact page with your Order ID and a description of the issue. We will review and respond within 24 hours.

5. Refund method

Approved refunds are sent back to the original bKash/Nagad number or payment method used, typically within 3–5 business days.

6. Exchanges

If a file format issue is confirmed, we will resend the correct file in the right format at no extra cost as the first step, before processing a refund.