We strive to provide you with beautiful and easy-to-use digital cross-stitch patterns. We understand that sometimes things might not go as planned, so we’ve created this policy to ensure a smooth experience for everyone.
Digital Product Nature
Please keep in mind that all of our products are digital PDF patterns. This means that after your purchase, you will receive a downloadable file. Due to the nature of digital downloads, they are generally considered non-returnable. Once a file has been downloaded, it’s impossible to “return” it in the traditional sense.
Our Commitment to Customer Satisfaction
While we cannot accept returns on downloaded digital files, we are committed to your satisfaction. If, within 3 days of your purchase, you are genuinely unhappy with your pattern, please email us at sales@andrew-seaford.co.uk with your order details and a brief explanation of the issue.
What We Consider Unacceptable
Please be aware that a refund is not a simple default, and we’ll make that determination on a case-by-case basis. However, below are examples of when refunds are not likely to be granted:
- Simply changing your mind: We understand sometimes you might change your mind about a design, however, you are encouraged to look at the pictures and descriptions prior to purchasing. We cant issue refunds based on a change of heart.
- Pattern difficulty: Our product descriptions should include a general difficulty rating. We cannot refund based on a pattern that you find too difficult.
- Pattern format: All patterns are in pdf format, if you do not have the software to open these it will not be grounds for a refund.
Our Approach to Issues
We aim to be fair and understanding. If you contact us within the 3-day period and have a genuine issue, here’s what we’ll typically do:
- Review: We’ll review your request carefully and will respond to you promptly.
- Resolution: We will always attempt to resolve the problem. This may include:
- Clarification: Sometimes, a simple clarification or instruction can resolve the problem.
- Alternative Pattern: If your purchase was completely unusable due to a mistake on our part, we may offer a different pattern of equal value as a replacement.
- Refund (Rare): In the rare case where we are unable to resolve the issue to your satisfaction, a full or partial refund may be granted at our discretion.
Warranty or Exchange
We do not offer warranties or exchanges for our digital products, except as described above. If we make an error in your pattern, we will work to provide a corrected copy or find a suitable alternative.
Important Considerations:
- Timeframe: Please reach out to us within 3 days of your purchase. After that time, we are unable to consider refund requests.
- Email Only: All requests must be submitted via email to [Your Email Address]. This helps us keep track of requests and respond to you more efficiently.
- Single Use: This refund policy is for individual patterns. If you have purchased in bulk, the same policy will apply for each design.
Accessibility
This return and refund policy is accessible to all users visiting our online store. You do not need to log in, sign up, or enter any personal information to view this page.
Our Goal
We want you to be happy with your purchase and the experience with our store. We always strive to help you and improve the products we provide, if you need any help or assistance please do contact us.
Contact Us
If you have any questions about this policy, please email us at sales@andrew-seaford.co.uk