Refund policy
1. Digital Patterns
At PixelDreamStitches, we specialize in downloadable cross-stitch patterns. Please note that no physical product or kit will be sent to you.
Since digital content is delivered instantly, we cannot offer voluntary refunds, returns, or pattern swaps once an order is placed (including changes of mind or picking the wrong design). However, this does not limit any of your mandatory legal consumer rights regarding digital content under applicable law.
2. License & Permitted Use
All digital patterns sold by PixelDream Stitches are for personal use only. By purchasing you agree to the following terms:
✅ You MAY:
- Stitch the pattern for personal enjoyment
- Share photos of your finished piece giving credit to PixelDream Stitches
- Make the finished stitched item for personal gifts (non-commercial)
❌ You MAY NOT:
- Resell, redistribute, or share the PDF file
- Claim the design as your own
- Use the pattern for commercial production or mass manufacturing
- Upload the file to any platform or sharing site
Violation of these terms may result in legal action under applicable copyright law.
3. Right of Withdrawal (EU Customers)
In accordance with Directive 2011/83/EU on consumer rights, you have the right to withdraw from your purchase within 14 calendar days from the date of your order, without giving any reason.
However, your right of withdrawal expires at the moment you begin downloading the digital content, provided that:
- You have given your express consent to access the digital content immediately before the withdrawal period has expired, and
- You have expressly acknowledged that, by starting the download, you lose your right of withdrawal.
By completing your purchase at PixelDreamStitches, you confirm that you have given such consent and are aware of this condition.
If you have not started the download, you may exercise your right of withdrawal within the 14-day period by logging into your account at pixeldreamstitches.com or contacting us at hello@pixeldreamstitches.com. We will process a full refund within 3 to 5 business days.
4. Technical Issues
While we do not offer refunds for change of mind, your satisfaction matters to us! If you experience any technical difficulties with your download, receive a corrupted file, or have trouble opening the PDF, please contact us. We will happily send you a fresh copy of your pattern or assist you with troubleshooting.
5. Duplicate Purchases
If you accidentally bought the exact same digital pattern twice, we are happy to process a full refund for the duplicate transaction under the terms outlined below.
- Identical Items: Both purchases must be for the exact same digital pattern (same design and format).
- Timeframe: You must notify us within 14 days of the double purchase.
- Proof of Purchase: You must provide valid order numbers or purchase receipts for both transactions.
Once we receive and verify your request, we will issue a full refund for one of the duplicate transactions back to your original payment method. Refund processing typically takes 3 to 5 business days. You will receive an email confirmation as soon as the refund has been issued.
6. Need Help?
If you have any questions or experience issues with your download, please don't hesitate to contact us at hello@pixeldreamstitches.com. We are always here to help!