Pay after proof means no payment at risk
StitchQuill does not charge anything when you place an order. A digitizer builds your file, you see a stitch simulation proof and PDF worksheet, and you ask for as many revisions as you need. You pay only when you are happy and approve the proof. If you decide not to go ahead before approving, you simply do not approve it, and there is nothing to refund because nothing was charged.
The same applies to quoted jobs. You see the price first, and work starts only after you accept it. Payment still comes after the proof.
When we refund an order
We refund an order when a file we made has a quality problem that we cannot fix. Our sew-out guarantee works like this:
- If a file we digitized does not sew cleanly on the machine and fabric given in your order, email support@stitchquill.com or message us from the order in your dashboard.
- Include a clear photo of the sew-out, your machine brand and model, the fabric, the backing (stabilizer), the needle size and the hoop you used.
- We review it and fix the file free of charge. Most problems (density, underlay, pull compensation, small text) can be corrected.
- If we cannot fix the problem, we refund that order in full.
The same principle applies to vector art and separations: if the delivered file has a defect we made and cannot correct, we refund that order.
When refunds do not apply
- Change of mind after download. Once you have approved the proof, paid and downloaded the files, we cannot take the files back, so we do not refund a change of mind.
- Wrong details in the order. If the file sews well at the size, placement and fabric you ordered, but you now need it for something different, that is a new size or a new order, not a defect. Resizing by more than about 20 percent is a new size at $6.
- Machine or operator issues. Problems caused by thread tension, worn needles, hooping, missing or wrong stabilizer, machine settings or sewing on a fabric not stated in the order are not covered.
- Things you approved on the proof. Please check spelling, colors and size before approving. We will still correct small errors free within 30 days of delivery as part of our minor edits policy.
Minor edits after delivery, such as a color change, a small text correction or a density tweak, are free for 30 days, so many issues can be solved without a refund.
Credit packs
Prepaid credit packs are refundable within 30 days of purchase if no credit from the pack has been used. After any credit has been spent, or after 30 days, the pack is not refundable. Credits do not expire, so unused credit stays in your account for future orders. Details of the packs are on the pricing page.
Free first design
Your free first design is covered by the same sew-out guarantee: if it does not sew cleanly, we fix it. Because the free portion is not paid, there is no refund of that amount. If you paid for part of a larger design or a rush fee, that paid part is refunded if we cannot fix a quality problem.
How refunds are paid
Refunds for PayPal payments are sent back through PayPal to the account or card you paid with. Refunds for Zelle, bank transfer, wire and Wise payments are sent back the same way the money came, to the account it came from; for a wire we may need you to confirm the account details, and any fee your bank charges to receive it is yours. Orders paid with prepaid credits are refunded as credits to your account balance. We process approved refunds promptly. How long the money takes to appear depends on PayPal, your bank or Wise.
How to ask for a refund
Email support@stitchquill.com from the address on your account with your order number and the reason for the request. For quality problems, include the sew-out photo and machine details listed above, because we always try a fix first. We reply within one business day.
This policy is part of our terms of service. For how we handle your information, see our privacy policy.