Refund Policy

Last Updated: November 1, 2026

Thank you for choosing ConvertStitches (https://convertstitches.com).

Because ConvertStitches provides instant digital goods (immediate in-browser file conversion and automated binary downloads for machine embroidery and vector formats), standard physical product return procedures do not apply. This Refund Policy outlines the terms governing purchases and describes our commitment to resolving technical issues with your converted files.

1. General Policy for Digital Downloads

Due to the digital, instant-delivery nature of our utility:

  • All sales are generally considered final once a download has been initiated.
  • We do not provide cash refunds for change of mind, selection of the incorrect target format, or accidental purchases where the converted file was successfully generated and delivered.

To protect customers from unintended purchases, ConvertStitches provides a free, full-canvas visual preview prior to checkout. Users can inspect their stitch paths, verify geometry, and confirm stitch counts before initiating a paid transaction.

2. Situations Eligible for Refund or Assistance

We want you to receive the exact file you paid for. We will happily issue a full refund ($2.49 USD) or manually assist with conversion under the following circumstances:

  1. Defective or Corrupted File Output:
    If the exported binary file (.PES, .DST, or .SVG) cannot be read by standard embroidery software or machine hardware due to a binary encoding failure on our platform, and our team cannot deliver a corrected file.
  2. Double or Duplicate Charges:
    If an accidental multi-click or technical glitch resulted in multiple Stripe charges for a single conversion attempt.
  3. Session Interruption & Non-Delivery:
    If a successful payment occurred via Stripe, but a browser crash, redirect timeout, or network disconnection prevented your browser from triggering the automatic download prompt, and we cannot manually supply your converted file.

3. Non-Refundable Situations

Refunds will not be issued in cases where:

  • The source file uploaded by the user was already corrupted, incomplete, or incorrectly digitized prior to loading into ConvertStitches.
  • The design stitches out poorly due to physical factors outside software conversion (such as improper machine tension, incorrect stabilizer selection, dull needles, or fabric distortion).
  • The user selected an incompatible file format for their specific machine brand (e.g., selecting .DST for a machine that strictly requires .PES) despite the target format selector displaying the chosen extension.

4. How to Request a Refund or File Resolution

If you encounter a file defect or billing issue, please contact us within 14 days of the transaction date:

  • Email: support@convertstitches.com
  • Subject Line: Refund Request – [Your Stripe Receipt Number / Email Address]
  • Required Information:
    1. The email address used during Stripe checkout.
    2. The date and time of purchase.
    3. A brief description of the issue.
    4. (Recommended) Attach the original source file and the converted output file so our technical team can inspect the stitch coordinates.

5. Refund Processing Timeline

Once your request is received and verified:

  • Approved refunds are submitted to Stripe within 1–2 business days.
  • Funds will automatically post back to the original credit card or payment method used during checkout within 5–10 business days, depending on your financial institution’s processing cycles.

6. Contact Us

For questions regarding this Refund Policy or for technical support: