Refund & Return Policy

Effective Date: [20th, June 2023]

At Mahi Digitizing, we strive to provide high-quality digitizing services and custom patches. This policy outlines the refund, return, and exchange procedures for our digital and physical products.

1. Refund & Return Eligibility

Our refund and return policy applies to the following:

• Digital Products: Embroidery digitizing files, vector art files, and design conversions.
• Physical Products: Custom embroidered patches or any other shipped items.

2. Digital Products (Embroidery & Vector Designs)

Due to the nature of digital products, we do not offer refunds once a design has been delivered. However, the following cases are considered for resolution:

2.1 Refunds & Modifications

• If the file is corrupted, incomplete, or in an incorrect format, we will provide a corrected version at no additional cost.
• If there is a major issue with the design quality due to our error, we will either fix the design or issue a refund, depending on the severity.
• Customers can request modifications within [X] free revisions before final delivery.
• Once the customer approves the final design, no refunds will be issued.

2.2 Order Cancellations

• Orders can be canceled within 12 hours of placement if work has not begun.
• Once work has started, a partial refund may be issued at our discretion.
• No cancellations are allowed once the design has been delivered.

3. Physical Products (Custom Patches)

We take pride in the quality of our custom patches. If you receive a defective, incorrect, or damaged item, you may request a return, refund, or replacement.

3.1 Return & Exchange Policy

We accept returns or exchanges only under the following conditions:

• The patch is defective or does not match the approved design.
• You received the wrong size, color, or design due to our mistake.
• The patch was damaged during shipping.

Note: Since patches are custom-made, we do not accept returns for personal preference changes.

3.2 Refund Process for Physical Products

• To be eligible for a refund, you must contact us within 7 days of receiving your order.
• The item must be unused, in its original condition, and in the original packaging.
• Once we receive the returned item, we will inspect it and process your refund within 5-7 business days.

3.3 Non-Refundable Items

• Customized patches with correct specifications but changed customer preferences.
• Items damaged due to misuse or improper care.
• Shipping fees (unless the return is due to an error on our part).

4. Shipping & Handling for Returns

• Customers are responsible for return shipping costs unless the return is due to an error on our end.
• We recommend using a trackable shipping service for returns.
• We are not responsible for lost or stolen return packages.

5. How to Request a Refund or Return

If you believe you are eligible for a refund or return, please follow these steps:

1. Email us at info@mahidigitizing.com with your order number and a detailed explanation of the issue.
2. For physical products, include clear photos of the defective or incorrect item.
3. Our support team will review your request and provide further instructions.
4. If approved, refunds will be processed via the original payment method within 5-7 business days.

6. Contact Information

For any inquiries related to refunds or returns, feel free to contact us:

Email: info@mahidigitizing.com

Phone: +1 (409) 419-3667

Address: 180 Lawrence Avenue, London, England, E12 5QP