Return & Refund Policy

We want you to be happy with your order. This policy explains how returns and refunds work for physical products and digital products.

1. Physical Products — 30-Day Returns

• You can request a return within 30 days of receiving your order.
• Items must be unused, in their original condition and packaging, with all tags and accessories.
• To start a return, email embroidery@dstfile.com with your order number, the item(s) you want to return and the reason. Please wait for our return instructions and address before sending anything back.
• Return shipping: if the item arrived damaged, defective or wrong, we cover the cost (or send a replacement). For other reasons (for example change of mind or wrong size), the customer pays the return shipping cost.

2. Items That Cannot Be Returned

• Underwear, swimwear, earrings and personal care or beauty products that have been opened or used, for hygiene reasons.
• Gift cards and items marked as final sale.
• All digital products (see section 4).

3. Damaged, Defective or Wrong Items

If your order arrives damaged, defective or is not what you ordered, please email us within 7 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or give you a full refund.

4. Digital Products — No Returns

• Because digital files (such as embroidery designs) can be downloaded instantly and cannot be “returned”, all sales of digital products are final and non-refundable.
• Exception: if a file is corrupted, cannot be opened, or is not the format described on the product page, email us within 7 days of purchase. We will send you a working file, and if we cannot fix the problem we will give you a refund.
• Custom digitizing orders are made specially for you and are non-refundable once delivered, but we will make reasonable corrections so the file matches your approved artwork.

5. Refunds

Once we receive and check your returned item, we will email you to confirm. Approved refunds are sent to your original payment method within 5–10 business days. Original shipping charges are not refundable unless the item was damaged, defective or wrong.

6. Cancellations

You can cancel a physical order free of charge if it has not been shipped yet. Email us as soon as possible with your order number.

7. Contact Us

For any return or refund question, email embroidery@dstfile.com or use our contact page.