Refund Policy for Embroiderysoft.com

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​At Embroiderysoft.com, we stand behind the quality of our embroidery software and digital designs. Because our products are digital goods delivered via Internet download, we generally offer a no-refund policy. However, to ensure a fair experience for our customers and to comply with Google Merchant Center requirements, please see our policy details below:

​1. Digital Product Nature

​Due to the non-tangible nature of digital software and embroidery files (e.g., .PES, .DST, .EXP), all sales are considered final once the download link has been accessed or the digital file has been delivered. Unlike physical goods, digital items cannot be "returned" to our inventory.

​2. Eligibility for a Refund

​We will grant a refund or store credit only under the following specific conditions:

• ​Duplicate Purchase: If you accidentally purchased the same product twice within a 24-hour period, we will refund the duplicate charge.
• ​Technical Defect: If the file is corrupted or technically defective and our support team is unable to provide a working replacement or fix the issue within 3 business days.
• ​Non-Delivery: If you did not receive your download link and our system logs confirm that no download attempt was made.

​3. Compatibility Responsibility

​It is the customer's responsibility to ensure that their embroidery machine or computer system is compatible with the file formats listed on the product page. Refunds will not be issued for compatibility issues if the format was accurately described prior to purchase.

​4. How to Request a Refund

​To initiate a refund request, please contact us with your order number and a brief description of the issue:

• ​Email: support@embroiderysoft.com
• ​Response Time: We will review and respond to your request within 2 business days.
• ​Processing: Approved refunds will be issued to your original payment method. Please allow 5–10 business days for the credit to appear on your bank statement.