Refund & Revision Policy

Digitizing is made to order, so this policy separates work we produce for you from files you download ready-made. Please read whichever applies to you.

Custom orders

Once we begin work, a custom order is not refundable. The file is drawn for your artwork, to your size and your formats, and cannot be sold to anyone else.

What we give you instead is up to ten free revisions within your original brief. If the file is not right, tell us on your tracking page and we will change it.

We do refund when:

• the work cannot be delivered;
• the file we sent is faulty, corrupted, or in the wrong format;
• you were charged twice, or charged without authorisation.

We do not refund for a change of mind, or because a design was ordered by mistake after work had begun.

Ready designs

Ready designs are instant downloads. The file reaches you the moment payment clears, so there is nothing to cancel afterwards — once downloaded, a ready design is not refundable.

We do refund a ready design when the file is faulty, will not open, or is not what the listing described. Tell us and we will either fix it or refund it.

Revisions

Ten free revisions covers work within the brief you originally gave us — the same artwork, the same size, the same purpose. Redrawing from different artwork, or changing the size or placement after the file is made, is new work and is quoted as such.

We would rather revise than refund. Most problems are a stitch density or a small-text adjustment, and those take us minutes.

How to raise a problem

Message us from your tracking page — the private link in your order email. That reaches us attached to your job. Or email [info@pesvg.com](mailto:info@pesvg.com) with your order number.

Tell us what is wrong and, if you have run a test stitch-out, what happened. A photograph of the stitched result tells us more than a description.

Test before production

Always run a test stitch-out on similar fabric before a production run. Fabric, stabiliser, thread and tension vary from machine to machine, and a test is the only way to see how a design behaves on yours. We will revise free of charge based on what that test shows.

When a refund is made

Refunds go back to the original payment method through PayPal, usually within a few business days. When an order is refunded, its download links stop working — the files are no longer licensed to you.

Nothing here limits any right you have under the law that applies to you.