Refunds and Returns Policy

At a glance

• All products are digital downloads, so there are no physical returns.
• Change of mind refunds are available within 30 days of your order, as long as the design has never been downloaded.
• Faulty designs, or designs that are not as described, are replaced or refunded.
• Please report problems within 30 days of your order.
• You can get in touch through the Need Help group, a private message, the contact form or the support chat.

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

Change of mind refunds are available within 30 days of your order, provided the order record shows the design has never been downloaded. Refunds are processed within 2 days Every download is recorded against your order, and this record is used to check eligibility. Once a design has been downloaded it cannot be returned, so change of mind no longer applies to it. Please check the design preview, the listed formats, the hoop size and the stitch count before you download.

If you have bought the wrong design by mistake, get in touch. If the record shows the design has not been downloaded, a swap for another design of the same value will be allowed without question. If it has been downloaded, a swap can usually still be arranged where it is reasonable, but this is a courtesy rather than an entitlement.

To request a change of mind refund or a swap, include your order number and get in touch in any of these ways:

• Post in the Need Help group
• Send a private message through your account using the envelope icon in the header
• Use the contact form

If you cannot log in, use the contact form or the support chat in the bottom right corner of any page.

Refunds go back to the payment method you used, at no cost to you.

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, in line with the Australian Consumer Law. Change of mind is covered separately above.

When a refund or replacement will be given

Get in touch 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 are supplied as a suggestion, so 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.

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

How to report a problem with a design or download

The quickest way to get a design or download problem fixed is the Need Help group on the site.

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

Step one: Look in the Need Help group before you post. If someone has already raised it, the answer or the progress will be there straight away.

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

• Your order number (not needed for free designs)
• The name of the design
• The format you downloaded
• What happened, including any error message
• Your machine model and the software you are opening it with
• A screenshot or photo, if it helps show the problem

Please do not report problems on Facebook or in comments on unrelated posts. Those may not be seen for hours, if at all, and a problem raised there cannot be tracked or fixed.

Other ways to get in touch:

• If you cannot log in, use the contact form or the support chat in the bottom right corner of any page. Messages sent through the support chat reach the Need Help group automatically.
• If your question involves payment details rather than a design or a download, send a private message through your account using the envelope icon in the header, or use the contact form.

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 30 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 30 day cancellation right no longer applies.

Until any file in your order has been downloaded, the change of mind refund described above still applies.

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

Contact

You can reach me through the Need Help group on the site, by private message using the envelope icon in the header, or through the contact form. If you cannot log in, use the contact form or the support chat in the bottom right corner of any page.

For problems with designs, downloads or free designs, please check the Need Help group first in case it has already been raised, and post it there if it has not.

<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>