Refund policy

Last updated: November 21, 2025

Thank you for shopping with us.

We operate as a small family partnership based in Alberta, Canada.
This Return and Refund Policy applies to all purchases made through our website.

Please note:
Digital products (including digital cross-stitch patterns, embroidery pattern files, or any other digital downloads) are non-refundable once the purchase is completed.
Because digital items are delivered instantly, they cannot be returned, exchanged, or cancelled.

1. Interpretation and Definitions

Definitions

  • “We”, “Us”, or “Our” refer to the small family partnership operating this store.
  • “Goods” refer to physical products offered for sale.
  • “Digital Goods” refer to downloadable, non-physical items.
  • “Order” means a request by You to purchase Goods from Us.
  • “Service” refers to this website.
  • “You” means the individual or legal entity using the Service.

2. Cancellation Rights (Physical Goods Only)

You may cancel your Order for physical items only within 14 days from the day the Goods are delivered to you or to a third party designated by you.

To cancel, you must notify us by a clear statement sent via email:

Email: support@embrodiy.com

We will refund your payment within 14 days of receiving the returned Goods.

Refunds are issued using the same payment method you used for the purchase.

3. Conditions for Returning Physical Goods

To be eligible for a return:

  • The Goods must have been purchased within the last 14 days.
  • The Goods must be unused, undamaged, and in their original packaging.

Goods that cannot be returned:

  • Custom-made or personalized items.
  • Items that, by nature, cannot be returned or deteriorate quickly.
  • Items unsealed for hygiene reasons.
  • Items that were mixed inseparably with other goods after delivery.
  • We reserve the right to refuse returns that do not meet these conditions.

Sale or discounted items cannot be refunded, unless required by local law.

4. Digital Goods (Non-Refundable)

All digital downloads are final sale.

Because digital files are delivered instantly, we cannot offer:

  • Refunds
  • Exchanges
  • Order cancellations after purchase

Please ensure the format is correct for your device or use before purchasing.

5. Returning Physical Goods

You are responsible for the shipping cost and risk of returning physical Goods.

We will provide the correct return address upon request, depending on your location.

Returns must not be sent without notifying us and receiving confirmation.

We recommend using a trackable and insured shipping method.
We cannot issue refunds for items lost or damaged in return shipment.

6. Gifts

  • If an item was marked as a gift and shipped directly to you, you may receive a store credit after we receive the return.
  • If the item was not marked as a gift, the refund will be issued to the original purchaser.

7. Contact Us

If you have questions about this policy, please contact us:

Email: embrodiy@gmail.com