Refund Policy

We back every file we deliver with a written stitch-out guarantee. This policy explains exactly when a refund is available, the process for requesting one, and the limits that apply.

The Stitch-Out Guarantee

If a delivered file does not stitch cleanly on a properly-tensioned commercial machine, we will redo the file at no charge. If, after a documented redo, you remain unsatisfied, we will refund the full digitizing fee within 30 days of delivery.

What Qualifies for a Refund

• File does not run on the machine model you specified at order time and the failure can be reproduced on a properly-tensioned machine
• Stitch count or color count is significantly higher than what was quoted
• File format delivered does not match the format requested at order time
• Order was paid for and never delivered within 7 calendar days, with no scope change

What Does Not Qualify

• Failures caused by improper machine tension, hooping, or thread quality
• Customer changes the artwork or specs after the order is confirmed
• Stitch-out runs on a fabric or substrate different from the one specified at order time
• Customer fails to review delivered files within the 5-day approval window

How to Request a Refund

Email info@apparelpatches.com with the order number, a brief description of the issue, and a photo or short video of the stitch-out (when applicable). A senior digitizer will review within 1 business day and respond with either a free redo, a partial credit, or a full refund per this policy.

Refund Method and Timing

Approved refunds are issued to the original payment method. Most refunds appear within 5-10 business days, depending on your card issuer or bank.

Private Label Accounts

Private label accounts with NET-15 or NET-30 terms have refunds applied as credits against the next invoice unless a cash refund is specifically requested.

Contact

Questions about a specific order? Call +92 3362298957 or email info@apparelpatches.com.