Refund & Return Policy – Embroidery Lover

Effective Date: 17 Feb, 2025

At Embroidery Lover, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please read our Refund & Return Policy carefully to understand your rights and obligations regarding returns and refunds.

1. Eligibility for Returns & Refunds

We accept returns and refunds under the following conditions:

Digital Products (Machine Embroidery Designs & Instant Downloads)

As our embroidery designs are digital downloads, they are non-refundable once the file has been downloaded or accessed. However, if you experience any of the following issues, we will gladly assist you:

  • Corrupt or Unusable File: If your downloaded file is corrupted or does not work, contact us within 7 days of purchase, and we will provide a working file replacement at no additional cost.
  • Duplicate Purchase: If you accidentally purchase the same design twice, we will issue a full refund or store credit for the duplicate purchase.
  • Incorrect File Format: If you receive the wrong embroidery file format, we will replace it with the correct format for your embroidery machine.

Physical Products (Apparel, Embroidery Accessories, & Custom Orders)

We accept returns and exchanges for physical items under the following conditions:

  • Return Period: You may request a return within 30 days of receiving your item.
  • Item Condition: The product must be unused, unwashed, and in its original packaging.
  • Defective or Damaged Items: If your item arrives damaged or defective, please provide photos of the issue within 7 days of delivery, and we will process a replacement or refund at no additional cost.
  • Incorrect Item Sent: If we send the wrong item, we will provide a prepaid return label and send the correct item at no extra charge.

2. Non-Returnable & Non-Refundable Items

The following items cannot be returned or refunded:

  • Downloaded embroidery designs (unless proven defective).
  • Custom or personalized embroidery designs.
  • Gift cards and promotional items.
  • Clearance or final sale items.

3. How to Request a Refund or Return

To initiate a return or refund request, please follow these steps:

  1. Contact us at hello@embroiderylover.com with your order number and details of the issue.
  2. Attach any relevant photos if the item is damaged, incorrect, or defective.
  3. Our team will review your request within 2-3 business days and provide the next steps.
  4. If approved, refunds will be processed back to your original payment method within 5-7 business days.

4. Exchanges

If you received a defective or incorrect item and prefer an exchange instead of a refund, we will send a replacement item at no additional cost.

5. Shipping Returns

  • If a return is required, we will provide the return shipping address.
  • Customers are responsible for return shipping costs unless the return is due to our error (damaged or incorrect item sent).

6. Late or Missing Refunds

If you have not received a refund after 7 business days, please:

  1. Check your bank account again.
  2. Contact your credit card company, as processing time may vary.
  3. If the issue persists, contact us at hello@embroiderylover.com.

7. Contact Us

For any refund or return-related inquiries, please contact our customer support team:

📧 Email: hello@embroiderylover.com
📍 Address: 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801
📞 Phone: +1 (307) 400-1176

We strive to provide high-quality embroidery designs and excellent customer service. If you have any concerns, do not hesitate to reach out.

Thank you for choosing Embroidery Lover!