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Last updated: August 2, 2026
Embroidery digitizing, vector conversion, custom quotes, revisions, and physical custom products are made to customer specifications. Refund eligibility therefore depends on the order stage, completed work, approved scope, and the nature of the reported problem. This policy does not limit mandatory rights that apply in your location.
You may request cancellation within two hours of placing an order. A full refund is available only when work, rush scheduling, proofing, material purchasing, or physical production has not started and no non-recoverable cost has been incurred. Contacting support within two hours does not guarantee that work has not already started.
After work begins, we may deduct the reasonable value of completed custom work, reserved rush capacity, approved proofs, purchased materials, physical production, and non-recoverable provider costs where legally allowed. Any eligible remaining amount will be confirmed before refund. Rush fees are not refundable after rush capacity is reserved or work starts.
Report a claimed quality issue within 14 days of delivery and provide the order number, clear description, machine and fabric details, and—where relevant—photos or video of the sew-out. We will first investigate and provide reasonable corrections covered by the original order. A refund may be approved when a verified material defect cannot be corrected after a reasonable opportunity.
Changes to artwork, wording, size, placement, fabric, technique, color plan, or instructions are not quality corrections and may be charged as new work. Problems caused by machine settings, hooping, stabilizer, thread, needle, tension, fabric behavior, resizing by another party, or use outside the approved specifications are generally not refundable.
Custom patches and other physical made-to-order goods generally cannot be cancelled for change of mind after production begins. We will investigate items that are defective, materially different from the approved proof, short in quantity, or damaged in transit. Remedies may include correction, replacement, carrier claim assistance, partial refund, or refund as appropriate to the verified issue and applicable law.
Completed custom work matching the approved scope; downloaded or used files where no verified defect exists; change-of-mind requests after work starts; third-party bank, card-issuer, conversion, international-transfer, shipping, customs, or duty charges outside our control; and duplicate compensation where the same transaction is already subject to an open chargeback are generally not refundable, except where law requires otherwise.
Approved card or gateway refunds are normally submitted to the original payment method. Payment-provider, card-network, bank, currency, and transaction-age rules may limit or delay processing. The provider determines when the credit appears, and exchange-rate movement may cause the local-currency credit to differ from the original local-currency debit.
Contact support@bdigitizing.com before initiating a chargeback so we can investigate duplicate, unauthorized, incorrect, or unsatisfactory transactions. If a chargeback is already open, the matter may need to be handled through the payment provider, and we may be unable to issue a separate refund for the same transaction. We may provide order, communication, delivery, approval, download, revision, and transaction evidence to the provider.
Email support@bdigitizing.com from the address associated with the order or use the order chat. Include the order number, transaction reference if available, requested resolution, reason, and supporting artwork or sew-out evidence. Do not send full card details, card security codes, passwords, or unrelated identity documents. We aim to acknowledge complete requests within two business days.
Have questions? Contact our support team