Last updated: 7 November 2026
We want you to be happy with every file you buy from us. This policy explains when and how you can get a refund. It does not affect your statutory rights as a consumer.
Ready-made embroidery designs
Our designs are digital files delivered instantly after payment. Because of this:
- Faulty or not as described — if a file will not open in your software, is missing a format we list, or does not match the design shown on the product page, contact us within 30 days. We will send a corrected file or give you a full refund.
- Bought by mistake — if you bought the same design twice, or bought the wrong design and have not downloaded it, tell us within 14 days and we will refund you.
- Change of mind after downloading — when you check out you ask us to supply the files straight away and acknowledge that, under UK consumer law, the 14-day cancellation right ends once the download starts. We therefore don’t normally refund downloaded designs for a change of mind, but please talk to us — we’ll always try to help.
Product images and videos are realistic simulations of the stitch-out. Small differences in thread colour or texture from your own machine and threads are not a fault. Always run a test stitch-out on similar fabric first.
Custom digitizing service
- 2 minor revisions included — if anything needs adjusting, we revise your file up to two times free of charge.
- Money-back guarantee — if we cannot produce a file you are happy with, we refund you in full.
- Cancelling an order — if you cancel before we have started work, we refund you in full. Once work has started, we will refund any part we have not yet delivered.
- Free trial designs are free of charge and are not refundable.
How to ask for a refund
Email hello@mrdigitiser.com with your order number and a short description of the problem (a photo or screenshot helps). We reply within 1–2 working days.
Approved refunds are made to your original payment method (card, Apple Pay, Google Pay or PayPal). Your bank or PayPal usually shows the money within 5–10 working days.
Please contact us before opening a dispute or chargeback with your bank — we can almost always sort things out faster directly.
Contact
Mr Digitiser, Rock Road, Sittingbourne, Kent, ME10 1JF, United Kingdom · hello@mrdigitiser.com