Legal
Refund & Revision Policy
Last updated: October 9, 2026
This policy covers embroidery digitizing and vector tracing orders. It explains our 30-day free revision window, what corrections are included, and when cancellation or a refund is available.
The short version
- Request free corrections to the original order within 30 calendar days of final delivery. There is no limit on correction rounds for an issue reported in time. New artwork, extra sizes and changed specifications are quoted separately.
- Include your order number, the changes needed and, for embroidery issues, a photo of your test sew-out.
- Cancel before work starts for a full refund.
- If we cannot provide a usable file for the agreed purpose after correction attempts, you are eligible for a full refund of the affected order.
- If we miss a confirmed rush deadline, we refund the rush fee.
This summary is for convenience. The full text below is what applies.
1. Free revisions
Every order includes free revisions, with no limit on the number of rounds, until the file matches what you ordered and sews out cleanly. You can ask for a revision at the stitch-out preview stage or within 30 calendar days of final delivery. The window starts when the finished files are first made available to you. A request made within this window remains eligible while we work on that issue, even if the revision process continues beyond day 30.
Free revisions cover things like:
- the design not matching your artwork, or text that is wrong or hard to read;
- a size, format or placement that differs from your order;
- sew-out problems caused by the file, such as puckering, gaps, thread breaks from density, poor underlay, or missing trims and color stops;
- adjusting the file for the fabric or garment you told us about in your order.
2. How to request a revision
Use whichever is easiest:
- the Request revision option on the order in your account;
- the chat in your account; or
- a reply to your delivery email, or an email to orders@tajimadigitizer.com with your order number.
Tell us what needs changing. For sew-out issues, a clear photo of the test stitch-out, plus your machine, fabric and backing, helps us fix it right the first time. Most revisions are back within a few hours. For vector work, identify the affected elements or include a marked-up preview.
3. What counts as a new order
A revision fixes the file you ordered. These changes count as new work, and we quote them before starting (often at a reduced price):
- a different design, or major changes to the artwork after you've approved the preview;
- extra sizes, placements or garment types that weren't in the original order;
- using the file on a very different fabric (for example, moving a cap design to a towel) than the one you ordered for;
- new revision requests made more than 30 days after final delivery.
We can't fix problems caused by machine setup rather than the file, such as tension, needle, hooping, backing or thread choice. We're still happy to look at a photo and help you troubleshoot.
4. Refunds
We want you to end up with a file that works, and a revision is usually the fastest way there. When it isn't, here is what you can expect:
| Situation | What you get |
|---|---|
| You cancel before work starts | Full refund |
| We cancel or decline your order | Full refund |
| You cancel after work has started, before the preview is sent | Partial refund for the work not yet done, or credit toward another order |
| We can't deliver a usable file after revision attempts | Full refund |
| The same order was charged twice by mistake | Full refund of the duplicate payment |
| We miss a confirmed rush deadline | Rush fee refunded (the order continues at the standard price) |
Approval of a preview or final file does not remove coverage for a file error reported within the 30-day window. If the file does not match the original order or is unusable for the agreed purpose, give us an opportunity to correct it. If we cannot do so after revision attempts, you are eligible for a full refund of the affected order.
A change of mind after satisfactory delivery, new artwork or a changed specification does not qualify for a refund under this policy. Problems caused solely by machine setup or using the file outside the agreed specifications are also excluded. Your rights under applicable consumer law remain unaffected. A full refund for a delivered order ends your license to use that order's files.
5. How refunds are paid
To ask for a refund, email orders@tajimadigitizer.com with your order number and the reason. For a delivered-file issue, contact us within 30 calendar days of final delivery. For cancellation, contact us as soon as possible; the work stage determines the refund shown in the table above. Report duplicate payments as soon as you notice them. A timely file issue remains open while we attempt revisions; you do not need to submit a separate refund request before day 30. We reply within one business day.
Approved refunds go back to the original payment method (PayPal, card, Payoneer or Wise), usually within 3 business days of approval. Your bank or payment provider may take another 5 to 10 business days to show it. We refund the amount you paid us. We can't refund fees your own provider charged, such as currency-conversion fees.
6. Payment disputes
If you're unhappy with an order, please contact us before opening a dispute or chargeback with your bank or PayPal. We can almost always fix it faster with a revision or refund. If we've delivered working files and a dispute is opened anyway, we will share the order records, previews and delivery confirmation with the payment provider.
7. Contact us
Questions about a revision or refund? Email orders@tajimadigitizer.com, message us in the chat, or use our contact page. This policy is part of our Terms of Service.