Refund Policy

Last Updated: 17 November 2025

Thank you for choosing Austin Digitizing.
We aim to deliver high-quality digitizing, vector artwork, and design services with complete client satisfaction. This Refund Policy explains the conditions, timeframes, and eligibility requirements for requesting a refund.

By placing an order with us, you agree to the terms below.

1. Nature of Our Services (Important for Refund Eligibility)

Austin Digitizing provides digital, custom-made, non-returnable files, including:

  • Embroidery digitizing
  • Vector artwork
  • Patch artwork (embroidered, woven, PVC, leather, bullion, etc.)
  • Logo design
  • Colour separation and artwork cleanup

Because each file is created specifically for the client’s artwork, size, and requirements, refunds can only be issued under certain conditions defined below.

2. Eligibility for Refunds

A refund may be considered if:

A. The delivered file does not match the specifications provided at the time of ordering

– Wrong size
– Wrong colors (not matching instructions)
– Missing elements required in the design
– Incorrect stitching path resulting in unusable files
– Vector or artwork errors preventing usage

B. The order has not been started yet

If no work has begun on your project, a full refund may be issued.

C. The issue cannot be resolved through revision

We always attempt to correct the file free of cost.
If after revisions the file still does not meet the original requirements, a refund may be approved.

D. Proof is provided

To validate your claim, we may require:

  • Screenshot or photo of the problem
  • Test sew-out (for digitizing issues)
  • Notes from your machine operator
  • Explanation of mismatched details

Refund approval is based strictly on evidence and our internal quality review.

3. Non-Refundable Situations

Refunds cannot be issued in the following situations:

  • You changed your mind after delivery
  • You provided incomplete or incorrect instructions initially
  • You requested new modifications unrelated to original instructions
  • The file was used for production
  • Delays caused by the client (not providing instructions, approvals, or artwork)
  • “Urgent delivery” fees (if work has already begun)
  • Refund requests submitted after 10 days of delivery
  • Orders marked as approved
  • Any third-party manufacturing problems not related to our file
  • If another designer/provider has already modified our delivered file
  • Poor embroidery results due to machine tension, thread type, fabric issues, or operator error

Stripe requires digital-product businesses to clearly state these limitations to prevent policy misuse.

4. Refund Request Window

Refund requests must be submitted within 10 days of receiving the final files.
Requests made after this period cannot be processed.

5. Revision Before Refund

Before processing a refund, we will:

  1. Review your issue
  2. Attempt revisions at no extra cost
  3. Provide a corrected or improved file

Refunds are issued only when a revision cannot resolve the issue.

This is a Stripe-compliant requirement to reduce fraudulent refund claims on digital goods.

6. How to Request a Refund

To request a refund, email us at:

📩 info@austindigitizing.com

Please include:

  • Order number
  • Date of delivery
  • Name used on the order
  • Description of the issue
  • Any proof (screenshots, sew-outs, notes)

Refund requests without order details or proof may be delayed.

7. Refund Processing Time

If your refund is approved:

  • Refunds are typically processed within 5–10 business days
  • Refunds are issued to the same payment method used during purchase
  • Stripe’s processing time may vary depending on your bank

Important:
Service fees, bank transfer fees, Stripe fees, or currency conversion charges are not refundable, as these are non-recoverable charges already paid to third-party processors.

8. Partial Refunds

In certain cases, a partial refund may be offered:

  • If part of the order was completed
  • If only certain elements were incorrect
  • If the issue is minor and still usable

Partial refund amounts are determined based on work already completed.

9. Order Cancellation Policy

An order may be cancelled for a full refund only if no work has started.
If work has begun (even partially), cancellation fees may apply.

10. Chargeback Policy (Stripe Requirement)

If a customer files an unjustified chargeback without first contacting us:

  • Austin Digitizing reserves the right to provide evidence to Stripe
  • Your account may be restricted from future service
  • Refund eligibility may be voided

We always encourage resolving issues directly through our support team first.

11. Contact for Support

If you have questions regarding refunds or order adjustments, please contact us:

📩 Email: info@austindigitizing.com
🌐 Website: www.austindigitizing.com

We respond to refund inquiries within 24 hours.

12. Policy Updates

We may update this Refund Policy occasionally to comply with legal guidelines or Stripe requirements. The latest version will always be available on this page.