Refund & Cancellation Policy

1 Overview

Embrix sells digital embroidery design files — once a buyer downloads a file, that copy cannot be "returned". This policy lays out the narrow set of cases where we issue refunds, the cases where we don't, and the exact steps for both buyers and sellers. Our goal is to be fair to buyers who genuinely receive a defective product, and fair to sellers whose work has already been delivered.

2 When you are eligible for a refund

You can request a full refund within 7 days of purchase if any of these apply:

• Corrupt or unreadable file. The downloaded .dst / .pes / .jef / .exp file fails to open in any standard embroidery software (e.g. Wilcom, Embird, Hatch, Bernina ARTlink, Brother PE-Design).
• Wrong format delivered. The format you paid for is missing from the package, even though the listing said it was included.
• Material mismatch with the preview. The actual stitched output is fundamentally different from the listed preview image (e.g. completely different motif, missing major elements, mirrored when not described as such).
• Duplicate charge. Your payment gateway charged you more than once for the same order.
• Failed download. Our servers failed to deliver the file and continued to fail after a support ticket and our retry attempts.

3 When refunds will not be issued

Because each design is the seller's intellectual labour and digital files cannot be recalled, we cannot issue refunds for any of these reasons:

• "I changed my mind." No buyer's-remorse refunds on digital downloads.
• The design didn't match my fabric / thread / hoop combination. Always check stitch count, hoop size, and density before purchase.
• I bought the wrong file format. The format choice is the buyer's responsibility — formats are clearly listed before purchase.
• It looks slightly different than the preview. Stitched output naturally varies with thread, fabric, machine tension and digitizing limitations. Refunds are only for material differences (see §2).
• I already downloaded the file. Successful download counts as delivery, except in the corrupt/wrong-file cases above.
• I purchased outside our platform. Off-platform sales (Instagram DM, WhatsApp, Telegram) are not covered — only orders placed and paid for through Embrix are refundable here.
• Subjective quality complaints after a successful test stitch (e.g. "I expected denser fill", "the colours don't match my taste").

4 How to request a refund

1. Sign in to your account and go to My Purchases.
2. Find the order you want refunded and click Raise an issue / open a support ticket.
3. Tell us the reason and attach evidence:
   • For a corrupt file: a screenshot of the error from your embroidery software.
   • For a preview mismatch: a photo or screenshot of the actual stitched output side-by-side with the preview image.
   • For a duplicate charge: your bank/UPI statement screenshot showing both transactions.
4. Our team reviews within 2 business days and either approves the refund, asks for more info, or explains why the request doesn't qualify.

You can also email support@embrix.in from the address linked to your account, but the in-app ticket form is faster because it auto-attaches your order details.

5 Refund process & timelines

• Approval review: within 2 business days of your request.
• Processing time (after approval) — up to 7 working days back to your original payment method:
  • UPI / debit cards: 3–5 business days.
  • Credit cards: 5–7 business days (depends on your bank's billing cycle).
  • Wallet credit (if you opt for it instead of bank refund): instant, available for any future purchase.
• Total time: typically up to 9 business days end-to-end (2-day approval review + 7-day bank processing).

Once the refund is initiated, you'll receive an email and an in-app notification with the gateway reference number. If the amount hasn't appeared within the 7-day window, contact your bank with that reference number first; if they confirm it hasn't been received, raise a follow-up ticket and we'll investigate.

6 Refund method

Refunds are credited back to the original payment method used for the purchase. We cannot refund to a different card, account, or UPI ID — this is both a banking requirement and an anti-fraud measure.

If the original payment method has been closed (e.g. an expired card, a deleted UPI ID), the refund may be held by the gateway until you contact your bank to claim it. We can provide the gateway reference number to help you with that process.

7 Order cancellation

Because our checkout creates the order only after a successful payment, there is effectively no "pending order" window where cancellation matters — by the time the order exists, payment has already cleared and the buyer has download access. The only route to undo a paid order is a refund as described above.

If you spot a problem before paying (wrong design in cart, wrong quantity), simply remove items from your cart on the cart page — nothing is charged until you click Pay.

8 Impact on the seller

• If a buyer's refund is approved during the 7-day clearance window, the corresponding amount is reversed from the seller's pending wallet balance — sellers see this as a "refund debit" entry in their wallet history.
• If a refund is approved after the clearance window (in extraordinary cases, e.g. fraud investigation), the amount is debited from the seller's available balance. If insufficient, it carries forward as a negative until offset by future sales.
• Sellers are notified by email and in-app of every refund affecting them, with the buyer's stated reason and our internal decision note.
• Sellers can dispute a refund within 7 days of being notified — open a support ticket explaining why you believe the refund is unjustified, attaching supporting material (the file you delivered, your digitizing notes, etc.).

9 Disputes & chargebacks

If a buyer initiates a chargeback or dispute through their bank or card network without first raising a refund request with us:

• The buyer's account is temporarily restricted until the dispute resolves.
• If the bank rules in the buyer's favour, the corresponding amount (plus any chargeback fee imposed by the gateway) is recovered from the seller and the buyer's account is permanently banned for bypassing our refund process.
• If the bank rules in our favour, the amount remains with the seller and the buyer's account is reviewed for possible further action.

We strongly recommend buyers raise a refund request with us first — it's faster, cheaper, and rarely declined when the issue is genuine.

10 Changes to this policy

We may update this policy when our practices, payment partners, or applicable law changes. Material changes will be communicated by email and a banner on the Platform at least 14 days before they take effect. The "Last updated" date at the top of this page reflects the most recent change.

11 Contact us

For refund-related questions:

Embrix — Customer Support
Surat Textile Market, Ring Road
Surat, Gujarat 395002, India
Email: support@embrix.in
In-app: Open a support ticket (logged-in users only)

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This Refund & Cancellation Policy is part of our Terms & Conditions. If there is any conflict between the two on a refund-specific matter, this policy prevails. Read alongside our Privacy Policy for how we handle the personal data attached to refund requests.