Refund policy

Every design can be previewed for free, with a realistic stitch simulation, before you spend a credit. New accounts also receive 1 free credit. We encourage you to check the preview carefully and, for important projects, to test-stitch your first download on a scrap of fabric.

If you change your mind, we'll refund credits you haven't used yet, as long as you ask within 14 days of the purchase. This applies to credit packs and to the credits added by a monthly plan payment (including a renewal you forgot to cancel).

• If you haven't used any credits from the purchase, we refund the full amount.

• If you've used some of them, we refund the unused credits at the price per credit you paid for that purchase.

• Free credits (such as the signup credit or goodwill credits) have no cash value and aren't refundable.

After 14 days, purchases are final, but your credits never expire, so you can keep using them whenever you like.

Automatic digitizing doesn't suit every picture. If you spent a credit on a design and the file turns out not to be usable (for example, it won't load on a machine that supports the format, or the stitch-out is clearly unusable despite reasonable machine, fabric and stabilizer settings), tell us within 30 days of the download.

Send us the design name and a short description or a photo of the problem. We'll try to help you get a good result first, and if it can't be fixed, we'll return the credit to your account.

You can cancel a plan at any time from Credits & billing in your account or from PayPal. The plan stays active until the end of the period you've already paid for, then stops renewing. All credits you received stay in your account and never expire.

We don't refund partial billing periods by default. Unused credits from a plan payment can still be refunded within 14 days of that payment, as explained in section 2.

EU and UK consumers have a 14-day right of withdrawal for online purchases. Unused credits are fully covered by our 14-day refund in section 2. When you spend a credit to download a design, you ask us to supply the digital content immediately and acknowledge that you lose the right of withdrawal for that credit once the file has been supplied. Section 3 still applies if the design can't be stitched usably.

Email support@stitchmypic.com from the address linked to your account, or use the contact form, and include:

• the email address of your StitchMyPic account;

• the purchase you want refunded (the date or the PayPal transaction ID from your receipt);

• for a returned credit, the name of the design and what went wrong.

We reply within 1–2 business days. Approved refunds are sent back through PayPal to the original payment method (PayPal balance, bank account or card); PayPal and your bank usually process them within 3–10 business days. Refunded credits are removed from your balance.

If something is wrong with a payment, please contact us before opening a dispute with PayPal or your bank: it's almost always faster. While a chargeback or dispute is open, we may pause the credits from that payment.

This policy adds to, and doesn't limit, any rights you have under consumer protection law in your country.