Refund Policy

Everything here is a digital download

Every product sold by Embroidery Allsorts is a machine embroidery design supplied as a downloadable file. Nothing is posted to you. Your files appear in your account as soon as your order is complete, and they stay there for you to download again whenever you need them.

Because of this, there is nothing to send back and no returns process in the usual sense.

Change of mind

Once a design is available in your account it cannot be returned, so change of mind purchases are not refunded. Please look at the design preview, the listed formats, the hoop size and the stitch count before you buy.

If you have bought the wrong design by mistake, get in touch. Where it is reasonable to do so, a swap for another design of the same value can usually be arranged, but this is a courtesy rather than something you are entitled to.

Your rights are not affected

Embroidery Allsorts is an Australian business, and the consumer guarantees in the Australian Consumer Law apply to digital products. Those guarantees cannot be excluded by anything written on this page.

If a design is faulty, or is not what it was described to be, you are entitled to have it put right. Depending on how serious the problem is, that means a replacement file or a refund.

When a refund or replacement will be given

Contact me if any of the following happens:

• A file will not open, or is corrupt or damaged
• Files are missing from your download, or a different design has been supplied
• A format listed on the product page is not in the file you received
• The design is materially different from the preview image or the description
• The stitch count, design size or hoop size is wrong on the product page
• You have been charged twice for the same order

In every one of these cases the first step is to fix the file and get the correct one into your account, usually within a day or two. You do not need to reorder. If the design cannot be corrected, you get your money back to the payment method you used.

What is not a fault with the design

Machine embroidery depends heavily on how a design is stitched out, so the following are not grounds for a refund:

• Choosing a format your machine does not read. Tell me which format you need and I will supply it if it is available.
• Results affected by fabric, stabiliser, hooping, thread, needle or machine tension. There is a range of articles on the site covering all of these.
• Thread colours differing from the preview. The colours in a design are supplied as a suggestion. Stitch it in whatever colours you like.
• A design not suiting the project you had in mind, when it stitches out as described.

Free designs

Free designs are covered by the same promise on faults. If a free design will not open or is missing files, tell me and it will be fixed. There is no payment to refund.

How to report a problem

Everything goes in the Technical Problems group on the site. That is the only place problems are handled, and there is a good reason for it.

If a free design is not working, several hundred people are hitting the same thing at the same moment. One post in the group means one answer that all of you can see, and you can watch it being resolved instead of wondering whether anyone knows. Scattered across private messages, the same problem gets reported three hundred times and answered three hundred times, which makes the fix slower for everybody.

Step one: look in the group before you post. If someone has already raised it, the answer or the progress will be there, and you have your answer straight away without waiting.

Step two: if it is not already there, post it. Include as much of this as applies:

Please do not report problems anywhere else. Not on Facebook, and not as a comment on an unrelated post on the site. Those do not get seen for hours, if at all, and a problem raised in the wrong place cannot be fixed. The group is checked.

Two exceptions:

• If you cannot log in, use the support chat in the corner of any page. It works whether you are logged in or not, and anything sent through it reaches the Technical Problems group automatically.
• If your question involves payment details rather than a design or a download, send a private message through your account instead.

If a site problem stops anyone getting a free design, the availability period is extended so nobody misses out.

Please get in touch within 30 days of your order so it can be sorted out quickly. This is a request, not a limit on your rights under the Australian Consumer Law.

Customers in the United Kingdom and the European Union

Consumers in the UK and EU normally have 14 days to cancel an order. For digital content that right ends once the download begins. By completing your order and downloading your files you are asking for the content to be supplied immediately and accepting that the 14 day cancellation right no longer applies.

This does not affect your right to a remedy if the files are faulty or not as described.

Contact

Problems with designs, downloads and free designs go in the Technical Problems group on the site. Check there first in case it has already been raised, and post it there if it has not.

If you cannot log in, use the support chat on any page. If your question involves payment details, send a private message through your account using the envelop in the header.

Or use the contact form  

<ul> <li>If you can't log in, read the message on screen. It now tells you the exact problem: either the email isn't registered, or the password is wrong.</li> <li>"There is no account registered with that email address. Please check the spelling, or Register if you are new here." Don't reset a password for an account that doesn't exist.</li> <li>"You have used an incorrect password. Use the "Forgotten Password" link to reset it" means the account exists but the password is wrong. Use the Forgotten Password link to reset it.</li> <li>If the reset email doesn't arrive, check your spam folder and confirm you're using the same email you registered with and the spelling is correct.</li> <li>If none of this resolves it, send full details. Your message will be posted automatically to the technical support group for further investigation.</li> </ul> <ul> <li>Please confirm a payment option is selected and the terms and conditions box is ticked.</li> <li>If the checkout is not free, ensure all items in your cart are priced at 0.00.</li> <li>If checkout does not complete, empty your cart, refresh the page, and try again.</li> <li>If you are being asked for shipping details, please tell me which product you are trying to check out.</li> <li>If this does not resolve the issue, please provide full details. Your issue will be automatically posted to the technical support group for further investigation.</li> </ul> <ul> <li>If a download is missing or incorrect, it will be updated as soon as possible.</li> <li>You do not need to place the order again. The corrected file will automatically appear in your account.</li> <li>If this does not resolve the issue, please provide full details. Your issue will be automatically posted to the technical support group for further investigation.</li> </ul> <ul> <li>If a free design should be available but you cannot see it, the issue will be investigated and corrected as soon as possible.</li> <li>If a site issue causes anyone to miss the design, the availability period will be extended.</li> <li>If this does not resolve the issue, please provide full details. Your issue will be automatically posted to the technical support group for further investigation.</li> </ul> <ul> <li>If you are experiencing a layout or navigation issue, it will be investigated and updates will be posted once resolved.</li> <li>If a site issue affects access to a free design, the availability period will be extended.</li> <li>If this does not resolve the issue, please provide full details. Your issue will be automatically posted to the technical support group for further investigation.</li> </ul>