Refund Policy

We want every pattern you buy to be one you can stitch. Because PDF patterns are digital products delivered immediately, this policy explains when refunds apply. To request a refund, email hello@picturecrossstitch.com from the address on your account, with your order number.

Credit packs and single patterns

• Unused credits: You can get a refund for credits you have not used, within 14 days of purchase. For a partly used pack, we refund the unused credits in proportion to the price you paid.
• Downloaded patterns: Once a credit has been used to download a pattern, that pattern is normally not refundable, because the file has been delivered.
• Faulty patterns: If a pattern you bought cannot be opened, is incomplete, or does not match the preview you saw (for example, wrong grid size or color key), tell us within 14 days. We will fix it or refund you.

Memberships

• First purchase: If you have not downloaded any pattern with your membership, you can get a full refund within 14 days of your first payment.
• Renewals: You can cancel at any time from your account settings so that you are not charged again. Cancellation stops future renewals; you keep access until the end of the period you have paid for. If a renewal charge happened and you have not downloaded any pattern since, contact us within 14 days of that charge and we will refund it.

Duplicate or mistaken charges

If you were charged twice for the same order, or charged after cancelling, contact us and we will refund the extra charge in full.

How refunds are paid

Payments are processed by Creem, our Merchant of Record. Approved refunds are returned to the original payment method through Creem, usually within 5 to 10 business days, depending on your bank. Credits or membership access tied to a refunded payment are removed from your account.

Your legal rights

This policy does not limit any rights you have under the consumer law of your country.

Contact

Picture Cross Stitch · hello@picturecrossstitch.com