Refund Policy
Tactile Pattern Studio Effective
Date: August 25, 2026
Last Updated: August 25, 2026
At Tactile Pattern Studio (“TPS”, “we”, “us”, or “our”), we create and sell digital machine embroidery designs.
Because our products are digital files that can be accessed or downloaded immediately after purchase, we generally cannot accept returns of digital products once access to the files has been provided or the files have been downloaded.
However, we want our customers to receive exactly what they purchased and will make reasonable efforts to resolve problems with defective, incorrect or incomplete orders.
This Refund Policy explains when refunds, replacements or other remedies may be available.
1. Digital Products
All TPS embroidery collections and other downloadable products are digital products unless the product description expressly states otherwise.
No physical product is shipped.
Digital products may include:
- machine embroidery files;
- PDF Color Charts;
- instructions;
- documentation;
- and other digital materials included with the purchased collection.
Because digital products cannot be physically returned, a change of mind after downloading or accessing the files is generally not a basis for a refund, subject to any mandatory consumer rights that apply to your purchase.
2. Before You Purchase
Please review the product page carefully before completing your purchase.
Each product page may provide information such as:
- included designs;
- available hoop sizes;
- design dimensions;
- stitch counts;
- number of colours;
- available embroidery formats;
- included PDF files;
- and other technical specifications.
Please make sure that:
Your embroidery machine supports at least one of the included file formats.
Your embroidery hoop is large enough for the selected design.
You understand what is included in the collection.
Your machine, software and equipment are compatible with the purchased files.
Purchases made because of equipment incompatibility or because the wrong size or format was expected are generally not refundable after the files have been accessed or downloaded.
If you are unsure whether a design is compatible with your machine, please contact us before purchasing.
3. When a Refund or Replacement May Be Available
We will consider a refund, replacement or other appropriate remedy if:
The wrong product was delivered
For example, you purchased one collection but received files belonging to a different collection.
Files are missing
If one or more files that are expressly included in the product description are missing from your download, please contact us.
Files are corrupted or technically defective
If a file supplied by TPS is genuinely corrupted or unusable due to a problem with the file itself, please contact us.
We will first attempt to provide a corrected or replacement file.
If the problem cannot reasonably be resolved, a refund may be considered.
A technical problem prevents access to your purchase
If you paid for a product but cannot access or download it because of a technical problem attributable to TPS or our digital delivery process, please contact us.
We will first attempt to restore access or provide the files through an alternative method.
If the problem cannot reasonably be resolved, a refund may be considered.
4. How to Request Help
If you experience a problem with your order, please contact: support@t-pattern.com
Please include:
- your name;
- order number;
- name of the collection;
- a brief description of the problem;
- and, where relevant, a screenshot or other information that helps us understand the issue.
If the problem concerns a particular embroidery file, please identify the file name and format.
We may ask for additional information to determine whether the issue is related to the supplied file or to machine, software or material compatibility.
5. Troubleshooting Before a Refund
Because embroidery results depend on many factors outside TPS’s control, we may ask you to check the following before determining that a file is defective:
- embroidery machine compatibility;
- correct file format;
- hoop size;
- design dimensions;
- stabilizer;
- fabric;
- thread;
- needle;
- machine settings;
- and whether the ZIP archive was properly extracted.
A design not stitching as expected because of machine settings, materials, digitizing preferences or equipment limitations does not necessarily mean that the digital file is defective.
Where appropriate, we will try to help you identify the cause of the problem before determining the appropriate remedy.
6. Change of Mind
Because TPS products are digital downloads, change-of-mind refunds are generally not available once the digital product has been accessed or downloaded, except where required by applicable consumer protection law.
Examples include situations where:
- you purchased a design and later decided you do not need it;
- you chose the wrong design;
- you no longer want the collection;
- you discovered that you do not have a suitable embroidery machine;
- or you simply changed your mind after downloading the files.
Please review the product information carefully before purchasing.
7. Duplicate Purchases
If you accidentally purchase the same digital product more than once, please contact us as soon as possible.
If the duplicate purchase is confirmed, we will review the transaction and may provide an appropriate refund or other remedy, particularly where the duplicate transaction resulted from a technical or payment error.
8. Incorrect Purchase
If you purchased a different collection from the one you intended to purchase, please contact us promptly.
If the files have not yet been accessed or downloaded, we may be able to correct the order or provide another appropriate solution.
Once the purchased digital files have been accessed or downloaded, a change of product may not be possible.
9. Failed or Duplicate Payments
If your payment was processed more than once for the same order because of a technical error, please contact us.
We will investigate the transaction and, where a duplicate charge is confirmed, refund the duplicate payment.
10. Refund Method
Where a refund is approved, it will normally be issued through the same payment method used for the original purchase, where technically possible.
The time required for the refund to appear in your account may depend on the payment provider, bank or third-party platform.
TPS does not control the processing time of external payment providers.
11. Purchases Made Through Third-Party Platforms
Some TPS products may be purchased or delivered through third-party platforms, including Lava.top.
If your purchase was completed through a third-party platform, the transaction may also be subject to that platform’s terms, payment procedures and refund mechanisms.
If the platform is the merchant or payment processor for your transaction, you may need to contact the platform directly regarding payment processing or refund procedures.
TPS will nevertheless make reasonable efforts to assist with problems involving the TPS digital files themselves.
12. Consumer Rights
This Refund Policy does not exclude or limit any mandatory rights you may have under applicable consumer protection law.
If you are a consumer located in a jurisdiction that provides mandatory rights regarding digital content, digital services, refunds, withdrawal or conformity of digital content, those rights remain unaffected by this policy.
Nothing in this Refund Policy is intended to waive or restrict rights that cannot legally be waived.
13. European Union and EEA Customers
If you are a consumer in the European Union or European Economic Area, additional consumer protection rules may apply to your purchase.
For digital content supplied immediately after purchase, the right of withdrawal may be affected by your express consent to receive the digital content immediately and your acknowledgement that you thereby lose the applicable withdrawal right, where such acknowledgement is legally required.
Where applicable, TPS or the relevant purchasing platform may therefore ask you to confirm this before immediate access to a digital product is provided.
Nothing in this section limits mandatory statutory rights relating to defective, non-conforming or incorrectly supplied digital content.
14. UK Customers
If you are a consumer in the United Kingdom, applicable consumer protection legislation may provide rights relating to digital content, including rights concerning digital content that is faulty, not as described or not of satisfactory quality.
Where legally applicable, the right to cancel a digital content contract may be affected once you have expressly agreed to immediate supply and acknowledged the consequences of receiving the digital content immediately.
Nothing in this policy is intended to exclude or limit mandatory rights available to UK consumers.
15. United States and Other International Customers
Consumer protection laws vary by country and jurisdiction.
If you are located outside Russia, the EU/EEA or the UK, your purchase may be subject to mandatory consumer protection laws in your jurisdiction.
Nothing in this policy is intended to remove rights that cannot legally be excluded under those laws.
Where no mandatory refund right applies, the TPS policy described above governs refunds for digital products.
16. Refunds for Defective Digital Products
If a TPS file is genuinely defective, we will generally attempt to correct or replace the affected file first.
If the problem cannot reasonably be corrected or replaced, we may provide a refund or another appropriate remedy.
We may ask you for reasonable information necessary to verify the problem.
We do not require customers to disclose passwords or other sensitive account information.
17. Abuse of Refunds and Digital Files
TPS reserves the right to investigate unusual or repeated refund requests where there is reasonable evidence of abuse, fraud, unauthorized distribution or other misuse of digital products.
Nothing in this section limits any rights you have under applicable consumer protection law.
18. Changes to This Refund Policy
We may update this Refund Policy from time to time.
When we make changes, we will update the Last Updated date at the top of this page.
The version applicable to a purchase will generally be the version in effect at the time of that purchase, except where a change is required by applicable law.
19. Contact
If you have questions about a refund, replacement or technical problem with a TPS product, please contact:
Tactile Pattern Studio
Email: support@t-pattern.com
Website: t-pattern.com
Please include your order number whenever possible.
Tactile Pattern Studio
Digital embroidery designs, thoughtfully made.