1. Satisfaction Guarantee & Revisions
At Tale of Designers, we strive for perfection. Due to the digital nature of embroidery digitizing and vector conversion, we prioritize revisions over immediate refunds to ensure your project succeeds.
If you are not 100% satisfied with the quality of your file, you must contact us within 7 days of delivery. We offer unlimited free edits to correct technical errors (such as stitching issues, pathing errors, or wrong colors).
2. Eligibility for Refunds
We will issue a full or partial refund under the following specific circumstances:
- Irreparable Defects: If you provide a photo of a sew-out showing defects that we are unable to fix after reasonable revision attempts.
- Order Not Started: If you request a cancellation before our digitizers have begun working on your design.
- Duplicate Charges: If a system error causes you to be charged twice for the same order.
3. Non-Refundable Scenarios
Refunds will not be granted for:
- Change of Mind: If you decide you no longer need the file after it has been delivered.
- Input Errors: If the error was caused by incorrect instructions provided by you (e.g., wrong size requested, incorrect spelling in artwork).
- Third-Party Editing: If you or another vendor opens our file and alters the nodes or stitch data, voiding our guarantee.
4. Cancellation Policy
We operate on a fast turnaround (often 12-24 hours). If you wish to cancel an order, you must contact us immediately.
- Pending Status: If the design is still in "Pending" status, you may cancel for a full refund.
- In Progress: If the design status is "In Progress," work has commenced and a refund cannot be issued.
5. Processing Refunds
Approved refunds will be processed back to your original method of payment (Credit Card or PayPal). Please allow 5-10 business days for your bank to reflect the credit on your statement.
Contact Us
If you have an issue with a file, please email us immediately with your Order ID and a photo of the issue.
Email: info@taleofdesigners.com