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 [email protected] 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 [email protected].

7. Contact Us

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

📧 Email: [email protected]
📍 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!