Refund & Revision Policy

If a file we produced does not sew correctly — bad density, poor registration, unreadable text, puckering caused by the digitizing — we revise it free, as many times as it takes. There is no revision limit and no charge.

Send us a photo of the stitch-out along with the fabric and machine you ran it on. That tells us far more than a description and usually gets it fixed in one pass.

Digitizing is skilled work performed on your artwork and delivered as a file you keep, so it is not refundable once the file has been delivered. Instead, revisions are unlimited and free: we keep working until the file sews correctly.

We will refund a digitizing order in these situations: you cancel before we start work; we are unable to produce a usable file at all; or you were charged twice or charged in error.

Being straight about this saves everyone time:

• Errors you approved on the proof — spelling, size, colour choices, placement. Please check proofs carefully.
• Changes to the brief after work started — a different size or new elements is new work, not a revision.
• Problems caused by the file being edited or resized after we delivered it. See our guide on why resizing a DST breaks it.
• Machine, thread, stabiliser or hooping issues unrelated to the digitizing.
• Garments spoiled by running a production batch without a test stitch-out first — always test one piece.

Patches are made to your specification, so they cannot be resold and are not returnable simply because you changed your mind.

If patches arrive faulty, damaged, or materially different from the approved proof — wrong size, wrong colours, poor construction — we will remake or refund them. Tell us within 14 days of delivery and send photos.

Because patch production is tooled and materials are committed, an order can only be cancelled before production starts. Once it is in production we cannot cancel it.

Email digitize@threadizers.com with your order reference, a description of the problem and photos of the stitch-out or the goods. We aim to respond within one business day and will tell you plainly whether it is a revision, a remake or a refund.

Approved refunds go back to the original payment method, normally within 5–10 business days depending on your bank.

Digital files are delivered by email and through your account dashboard, so there is no shipping cost. Physical patches are shipped to the address you give us, with cost and transit time quoted per order. Delivery dates are estimates and depend on the carrier.