Refund Policy

1. Right now: no payments

Payments aren't live yet. Each account gets 5 free designs, and you don't need a card. We won't charge you anything.

2. Free designs

• The first download of a design uses 1 free design.
• If the download fails, we give the free design back automatically. You don't need to ask.
• Downloading the same design again, or in a new size, is free.
• Free designs have no cash value, so we can't exchange them for money.
• If you think a free design was used by mistake, email us and we'll look into it.

3. Paid credits (once payments go live)

• Unused credits. You can ask for a refund of unused credits within 14 days of buying them. We'll refund the unused credits from that purchase to your original payment method, at the price you paid per credit.
• Failed downloads. If a download fails, the credit it used goes back to your account automatically.
• Used credits. Credits you've used aren't refundable, except under section 4.
• After 14 days. Unused credits aren't refundable after 14 days, except where the law requires.

4. If a file we made doesn't work

If a file we produced doesn't load, or doesn't sew correctly, on a supported machine, and we can't fix it, we'll refund the credits used for it.

How it works.

1. Email us within 30 days of downloading the file.
2. We'll try to fix the problem first, for example by making you a corrected file.
3. If we can't fix it, we'll put the credits used for that design back in your account. If you bought those credits in the last 14 days, you can also ask for your money back for them under section 3.

What to send us.

• the email address on your account;
• the design name, or the date you downloaded it;
• the file format;
• your machine's make and model;
• what went wrong;
• if you stitched it, a photo of the result, and the fabric and stabilizer you used.

What counts as a supported machine. An embroidery machine that reads the file format you downloaded (DST, PES, JEF, EXP, VP3 or XXX), with a hoop big enough for the design size you chose.

What isn't covered.

• Problems caused by fabric, stabilizer, thread, needle, tension, hooping or machine settings.
• A design size that's too big for your hoop or machine.
• Weak results from photos, which are experimental, or from low-quality artwork.
• Files you changed in other software.
• Wanting a different look after you saw and chose the preview.

This is why we ask you to always run a test stitch before you sew on a garment.

5. Pro plan (once it launches)

• You can cancel Pro online at any time.
• After you cancel, Pro stays active until the end of the period you've paid for. You won't be charged again.
• We don't give refunds or credits for partial periods, except where the law requires.
• If a file doesn't work, tell us. We'll try to fix it the same way as in section 4.

6. Billing mistakes

If we charge you by mistake, for example twice for the same purchase or after you've cancelled, we'll refund the mistaken charge in full.

7. Your legal rights

This policy doesn't take away any rights you have under the law where you live. If you're a consumer in the EU or UK, you may have a legal right to cancel a purchase within 14 days. We'll honor that right as your local law requires.

8. How to ask for a refund

Email hello@designmusketeer.com from the email address on your account, with "Refund" in the subject line. Tell us what you bought, when you bought it, and why you're asking. We'll reply by email. Approved refunds go back to your original payment method. Your bank may take a few business days to show it. We don't charge a fee for refunds.

9. Chargebacks and abuse

Please contact us before you dispute a charge with your bank. We can usually fix things faster. If a chargeback is filed, we may pause your account while it's reviewed. If we see abuse, such as repeated refund claims for files that work, or creating extra accounts to get free designs, we may refuse refunds and suspend or close the account.

10. Contact us

Design Musketeer LLC 26517 Danti Court Hayward, California 94545 United States Email: hello@designmusketeer.com