The short version. Patterns are digital files delivered instantly. Once a file has been downloaded it can't be returned, so refunds after download aren't possible. But if something is genuinely wrong with the file, I fix it — and that part matters more to me than the policy does.
Why there are no returns
A PDF can't be sent back. The moment it's downloaded you have the complete pattern — every chart, every colour, everything you paid for — and nothing can undo that. This is how digital downloads work everywhere, and it's why Etsy marks digital listings as items that can't be returned or cancelled.
Nothing is ever shipped physically, so there is no parcel, no delivery and no return postage involved.
If you're in the EU or the UK
As a consumer you normally have 14 days to withdraw from an online purchase. For digital content delivered immediately, that right ends once you agree to instant access and the download begins — which is exactly what happens when you buy an instant-download pattern.
By buying and downloading a pattern you give that consent and acknowledge that you lose the right of withdrawal. Before you download, the right still stands — see "You bought the wrong pattern" below.
When I will help
There's a problem with the file
The PDF won't open, arrives damaged, or there's a mistake in the chart or the DMC key. Write to me within 3 days of purchase and include:
- proof of purchase — the order number or a screenshot of the order
- what exactly is wrong — a description, and a screenshot or photo of the problem area if it's an error in the chart
I check it, correct the chart if the mistake is mine, and send you the corrected file. This is a fix and a replacement rather than a refund — you still get the pattern you wanted, working properly.
You bought the same pattern twice
It happens more often than you'd think. Send proof of both purchases and I'll refund the duplicate.
You bought the wrong pattern and haven't downloaded it
Write to me before you open the file. If the file hasn't been downloaded yet, I can cancel the order and refund it. Once it's been downloaded this is no longer possible, so please get in touch straight away.
What isn't a reason for a refund
- changing your mind after downloading
- not liking the design, the palette or the level of detail once you've seen the full chart
- the project turning out harder or bigger than expected — stitch count, number of colours, difficulty and finished size are listed on every pattern before you buy
- not having the right threads or fabric to hand
- printing problems on your side — although do write, printing is usually easy to sort out
- the language of the file — patterns are currently available in English and Ukrainian, more languages are in progress, and the language is stated in the listing
- choosing a different fabric count than you meant to — finished sizes for 14, 16 and 18 ct are given on every pattern
Free patterns
Nothing was paid, so there's nothing to refund. But if a free file is broken or contains an error, tell me and I'll fix it exactly the same way.
How to reach me
- bought on Etsy — send an Etsy message, it keeps the order attached to the conversation
- bought through Instagram — reply in the same chat
- or write to contact@stitch-stories.com at any time
I answer within 48–72 hours.
And if something else is wrong
If your pattern isn't what you'd hoped for, write to me anyway. I'd far rather hear about it and find a way to help than have you left with a file you can't use.
See also: Terms of Use · FAQ · Downloads & file access