Digital Products Return and Refund Policy

Last Updated: May 2026

Thank you for shopping at Amer Embroidery Studio (amerembroidery.com).

Because our products are digital files delivered instantly via internet download, we maintain a specific policy regarding returns, refunds, and exchanges. Please review the terms below carefully prior to completing your purchase.

1. No Returns or Exchanges on Digital Goods

Due to the nature of digital media, once a file has been downloaded or access has been granted, it cannot be returned, recalled, or exchanged. Therefore:

• All sales of digital embroidery files, font files, and machine formats are final.

• We do not accept returns, exchanges, or cancellations if you change your mind after downloading the files.

2. Software & Hardware Compatibility

It is the customer’s responsibility to ensure that their embroidery machine, software, and hoop sizes are compatible with the formats provided before making a purchase.

• We offer our designs in standard industry formats (such as PES, DST, EXP, HUS, JEF, VIP, VP3, XXX, etc.).

• We cannot offer refunds if you purchase a design that does not fit your specific hoop size or if your machine does not support the file formats provided.

3. Exceptions & Refund Eligibility

We want you to be completely satisfied with the quality of our manual digitizing. We will consider refunds or replacements strictly under the following circumstances:

• Corrupt or Defective Files: If a file is corrupted, missing data, or throws an error in your software/machine, please contact us. We will first attempt to fix the file or convert it to a format that works for you. If we cannot resolve the technical issue with the design file itself, a full refund will be issued.

• Duplicate Purchases: If you accidentally purchase the exact same design twice in two separate transactions, we will gladly refund the duplicate purchase.

• Un-downloaded Orders: If you purchased a file by mistake and have not yet downloaded the files (tracked via our system backend), you may request a cancellation and refund within 14 days of purchase.

4. Machine Resizing Warning

We highly recommend not resizing or editing our designs using third-party software, as changing the size or scale of a digitized file can distort stitch density, cause thread breaks, and ruin stitch paths. We are not responsible for the quality of the stitch-out if you alter, resize, or edit the file in any way. Refund requests for designs that have been altered will not be honored.

5. How to Request Assistance

If you experience a technical issue with your stitch-out or file download, we are dedicated to helping you fix it. Please reach out to us:

• By Email: support@amerembroidery.com

• What to Include: Your order number, the machine format you are using, and a photograph of the stitch-out issue if applicable so we can adjust the digitizing for you.