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Refund & Cancellation Policy

At The Embroider, we understand that plans can change. This Refund & Cancellation Policy explains how cancellations, refunds, and order-related issues are handled for our custom embroidery, digitizing, design, and production services.

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Refund & Cancellation Policy

1. Digitizing, Vector, and Logo Design Files

Because these services are billed only after you approve the work, most cancellation concerns are resolved before any money changes hands.

a. Before approval: You can cancel or walk away from an order at any point before you approve the final file. Since payment isn’t collected until approval, there’s nothing to refund.

b. After approval and payment: Once you’ve approved a file and paid for it, the order is considered complete and is non-refundable, with the following exceptions:

  • You were charged twice for the same order (full refund of the duplicate charge)
  • The file delivered doesn’t match the design you approved (we’ll correct it or refund it)
  • A genuine production defect is identified that we’re unable to fix through revisions

Refunds are not issued for a change of mind, dissatisfaction with a design you already approved, or artwork issues caused by files or instructions you provided.

2. Custom Patches and DTF Printing

Custom patches and DTF prints are made to order, so once production begins, the order cannot be cancelled or refunded.

a. Before production begins: You may cancel your order for a full refund.

b. After delivery: If your patches or prints arrive damaged, defective, or different from what you approved, contact us within 7 days of delivery with relevant images. Once we confirm the problem, we’ll produce a replacement at no cost.

We are not able to offer refunds or replacements for change of mind, incorrect specifications you approved during ordering, or claims made after the 7-day window.

3. Web Design, Development, and Branding Projects

These projects move forward in stages, with your approval required before we begin the next one. The cancellation and refund policies for this service are as follows:

a. Before work begins: You can cancel at no cost.

b. Mid-project: If you decide to stop partway through, you’re only responsible for payment on stages already completed and approved. Work that hasn’t been approved isn’t charged.

c. After project completion: Once final deliverables are approved and paid for, the engagement is considered complete and is not eligible for a refund.

4. General Conditions

Across all services, refund and replacement requests should be sent directly to our team. We may ask for details, screenshots, or photos to evaluate a claim, and will need your response to move the process forward smoothly.

The Embroider reserves the right to decline a refund or replacement request that falls outside the conditions outlined above.

5. Third-Party Involvement

Refund and cancellation requests should be made directly from the person who placed the order. We’re not able to process or negotiate claims submitted through a friend, family member, agency, or legal representative on your behalf. Simply reach out to us directly, and we’ll move quickly to sort it out.

6. How to Request a Refund or Replacement

To report an issue or request a refund, contact our team with your order number and a description of the problem at admin@theembroider.com or +1 972 853 8681.

We aim to respond to all refund and cancellation requests within 1–2 business days.

This Refund and Cancellation Policy was last updated on 08-20-2026.

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