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At Embroiderykeep, customer satisfaction is our priority. Because we sell digital products, including embroidery software and embroidery designs, our refund policy differs from that of physical products.
Please read the following policy carefully before making a purchase.
Digital Products
All products sold on EmbroideryKeep are delivered digitally. No physical items are shipped.
Once a digital product has been successfully delivered or accessed, it is generally considered non-returnable.
Refund Eligibility
You may be eligible for a refund in the following situations:
- You purchased the same product more than once by mistake.
- You received an invalid or unusable license that our support team cannot resolve.
- You did not receive your digital product due to a technical issue that we are unable to resolve.
- The product delivered is significantly different from the product description.
Each request is reviewed individually to ensure a fair resolution.
Technical Support First
Before requesting a refund, we encourage you to contact our support team.
Most activation, installation, or compatibility issues can be resolved quickly with our assistance.
Our goal is to help you successfully install and use your software whenever possible.
Non-Refundable Situations
Refunds will generally not be issued if:
- You change your mind after completing the purchase.
- Your computer does not meet the product's system requirements listed on the product page.
- The software has been successfully activated and functions as described.
- You purchased the wrong product without contacting us beforehand.
Please review all product information carefully before placing your order.
How to Request a Refund
If you believe your purchase qualifies for a refund, please contact us and include:
- Your order number
- The email address used during checkout
- A description of the issue
- Screenshots or additional information, if applicable
This helps us resolve your request as quickly as possible.
Processing Time
Eligible refund requests are typically reviewed within 2–5 business days.
If approved, the refund will be issued through your original payment method. Processing times may vary depending on your payment provider.
Contact Us
If you have any questions regarding this Refund & Returns Policy, please contact us:
Email: info@embroiderykeep.com
