1. Nature of Our Products

PetStitch provides digital embroidery design files generated by AI based on your pet photos. These are custom-made digital products created specifically for you at the time of order.

2. EU Right of Withdrawal

Under EU Consumer Rights Directive (2011/83/EU), you normally have a 14-day right of withdrawal for online purchases. However, as per Article 16(m), the right of withdrawal does not apply to:

By purchasing and downloading your embroidery design files, you expressly consent to immediate digital delivery and acknowledge that this waives your 14-day right of withdrawal for the digital content.

3. When We Offer Refunds

Despite the digital nature of our products, we will provide a full refund in the following circumstances:

• Technical Failure: If the design generation completely fails and no files are delivered.
• Corrupted Files: If the delivered embroidery files are corrupted and cannot be opened or used.
• Duplicate Charges: If you were charged more than once for the same design.
• Service Error: If a bug or error in our system caused an unintended purchase.

4. Non-Refundable Situations

Refunds are generally not available for:

• Dissatisfaction with the AI-generated design style or aesthetic (designs are generated by AI and results vary)
• Designs that have been successfully downloaded and used
• Issues arising from third-party embroidery services (see our Terms & Conditions)
• Incompatibility with specific embroidery machines (we provide 5 standard formats to maximize compatibility)

5. How to Request a Refund

To request a refund, email us at hello@petstitch.art within 14 days of purchase with:

• Your order email address
• A description of the issue
• Screenshots or evidence of the problem (if applicable)

We aim to respond to all refund requests within 3 business days. Approved refunds will be processed to your original payment method within 5-10 business days.

6. Physical Products (via Partners)

If you order physical embroidered products through our platform partners (e.g., Printful), the refund policy of that partner applies. We can assist you in initiating a dispute but cannot issue refunds for products fulfilled by third parties.

7. Contact