At Cool Embroidery Designs, we are dedicated to providing high-quality machine embroidery designs, professional custom embroidery digitizing, custom vector artwork, and a reliable online shopping experience.
Whether you’re purchasing a ready-made embroidery pattern or ordering personalized artwork, your satisfaction matters to us. We believe in transparent pricing, secure payments, dependable digital delivery, and fair solutions whenever something doesn’t go as expected.
Please review our policies before placing an order at https://coolembroiderydesigns.com/.
By placing an order, you agree to the applicable terms below, without affecting any rights you may have under consumer protection laws.
1. Refund, Cancellation & Customer Satisfaction Policy
1.1 Our Customer Satisfaction Commitment
We want every customer to be happy with their purchase.
If you experience a problem with a downloaded embroidery design, custom digitizing file, or vector artwork, please let us know. Our support team will gladly review the issue and help find a suitable solution.
Depending on the circumstances, this may include free corrections, additional revisions, replacement files, a full or partial refund, or another mutually acceptable resolution.
We also understand that mistakes and unexpected circumstances happen, so reasonable goodwill refund requests may be considered even when no technical defect is identified.
1.2 Ready-Made Machine Embroidery Designs
Our ready-made embroidery designs are digital products generally available for instant download following successful payment.
Because downloaded files can be retained and reused, refunds are not automatically provided for every change-of-mind request. However, we believe customers deserve fair treatment and will gladly review refund requests individually.
Refunds or replacements may be provided when:
- A purchased design contains a technical or digitizing error.
- The wrong file or design is delivered.
- A file cannot be downloaded or opened and the issue cannot be resolved.
- The purchased product materially differs from its description.
- An accidental duplicate purchase or incorrect charge occurs.
- Other reasonable circumstances justify a goodwill refund.
If a correction or replacement would resolve the issue, our team will be happy to provide one at no additional charge.
Customers may request a refund even after downloading a design. Each request will be considered fairly based on the circumstances.
1.3 Custom Embroidery Digitizing Services
Our custom embroidery digitizing services convert customer-supplied logos, photographs, lettering, and artwork into machine-readable embroidery files according to the agreed requirements.
We offer unlimited revisions within the original approved design specifications, at no additional charge.
If your completed design does not meet the agreed requirements or you experience stitching or technical problems, we will gladly review and correct the file.
If the issue cannot be reasonably resolved, or you remain dissatisfied after reasonable attempts to address your concerns, we will consider an appropriate full or partial refund.
We may also offer goodwill adjustments to maintain positive customer relationships.
Major changes involving completely new artwork, different design concepts, or additional work outside the original order may require a separate quotation.
1.4 Custom Vector Artwork Services
Our custom vector artwork services include logo vector conversion, raster-to-vector tracing, artwork recreation, illustration, and file preparation.
We aim to deliver accurate, scalable artwork based on your original instructions and approved requirements.
If your delivered vector artwork contains errors or needs adjustments within the original specifications, we will provide corrections without additional charge.
Reasonable revisions within the agreed scope are included.
If we cannot satisfactorily resolve a genuine issue with the delivered artwork, we will review your request and provide an appropriate refund where justified.
New artwork concepts or substantial changes outside the original agreed work may require a separate quote.
1.5 How to Request a Refund or Correction
To request assistance, please contact us at info@coolembroiderydesigns.com.
Include your order number, the email address used for purchase, and a brief explanation of the issue.
Depending on the problem, we may request supporting information such as photographs of your embroidery sew-out, your machine model, or relevant screenshots.
Supporting information helps us identify technical problems more quickly, but customers are not required to prove a technical defect merely to ask us to review a goodwill refund request.
1.6 Refund Review & Processing
We encourage customers to contact us within 14 days of purchase or delivery so that any concerns can be addressed promptly.
This is a recommended reporting period, not an absolute deadline. Requests received later may also be considered, including where applicable law provides additional rights.
We aim to acknowledge refund and correction requests within two business days.
Whenever appropriate, we will offer a free correction, replacement, or other solution. Customers are not required to accept a correction before receiving a refund where applicable law entitles them to one.
Approved refunds will ordinarily be returned through the original payment method.
Funds generally appear within approximately 5–10 business days after processing, depending on the payment provider and financial institution.
1.7 Order Cancellations
Ready-Made Digital Products
Customers may request cancellation before digital files are delivered or made accessible, subject to applicable law.
Requests received after download or access will be reviewed fairly under our refund policy.
Custom Digitizing & Vector Artwork
Customers may cancel custom orders for a full refund before work begins.
If work is already underway, we will consider the stage of completion and may offer a partial or full refund, depending on the circumstances and applicable legal requirements.
If we are unable to complete an accepted order as agreed, we will offer a suitable resolution, including a refund where appropriate.
1.8 Payment Disputes & Fair Resolution
If you experience a billing issue, missing download, unexpected charge, or dissatisfaction with an order, please contact our support team.
We will investigate the concern and work toward a fair resolution.
Customers remain free to use any dispute, chargeback, or buyer protection procedures available through their payment provider.
Nothing in this policy limits statutory consumer protections or rights under applicable payment service terms.
2. Digital Products, Custom Services & Delivery
2.1 Products & Services
Cool Embroidery Designs offers:
- Ready-made machine embroidery designs for digital download.
- Custom embroidery digitizing for logos, photographs, lettering, and other artwork.
- Custom vector artwork, vector tracing, and image conversion services.
These are digital products and creative services delivered electronically. Physical embroidery products are not included unless expressly stated in a separate offer.
2.2 Digital File Formats
Ready-made and custom machine embroidery files may be supplied in DST, PES, JEF, EXP, HUS, VP3, XXX, ART, or other supported formats, as specified for the product or order.
Vector artwork may be provided in AI, EPS, SVG, CDR, or PDF formats, depending on the agreed requirements.
Customers should review the available files and specifications before ordering.
2.3 Delivery of Ready-Made Designs
Ready-made designs are generally available immediately after payment confirmation through the website’s download facility.
Customers may access their purchased files according to the instructions provided at checkout or in their order confirmation.
If a download fails or files are missing, our support team will provide reasonable assistance.
2.4 Custom Service Delivery
Custom embroidery digitizing and vector artwork files are delivered digitally after the work is completed and the agreed payment requirements are satisfied.
Delivery may be made through a secure customer account, digital download link, or email.
We communicate estimated turnaround times when an order is accepted.
2.5 Custom Order Requirements
Customers should provide suitable source artwork, requested file formats, dimensions, intended use, and any special instructions.
Our design team reviews the requirements and may request clarification before proceeding.
Any changes to the original agreed specifications may affect the quoted price or completion time.
2.6 Machine Compatibility & Stitching Quality
Embroidery machine compatibility depends on the machine model, supported file format, hoop size, and embroidery area.
Actual stitching results may also be influenced by fabric, stabilizer, thread, needles, machine settings, and hoop tension.
We recommend performing a test sew-out before bulk production or stitching onto valuable materials.
If a problem occurs, please contact our support team. We will help determine whether file corrections or other adjustments may be appropriate.
2.7 Resizing & Third-Party File Modifications
Resizing, converting, or modifying embroidery files through third-party software can affect stitch density, underlay, quality, and machine compatibility.
We cannot guarantee the performance of files that have been modified outside their supplied specifications.
However, our team will gladly review reported issues and provide reasonable assistance where possible.
3. Orders, Payments & Pricing
3.1 Placing an Order
Customers should provide accurate contact, billing, and design information.
Custom orders are prepared according to the specifications and quotation approved by the customer.
Orders are subject to successful payment processing and any applicable checkout conditions.
3.2 Pricing & Promotions
Prices for ready-made designs are displayed on the relevant product pages.
Custom digitizing and vector artwork pricing depends on artwork complexity, dimensions, required formats, and other project specifications.
Promotional offers, bundles, and discount codes are subject to the stated conditions.
Applicable taxes and mandatory fees will be disclosed before payment as required by law.
3.3 Payment Security
We use payment service providers to process online transactions securely.
Payment providers may process financial and transaction information according to their own privacy and security policies.
We do not ask customers to send complete card details through ordinary email or live chat.
3.4 Billing Assistance
If you notice a duplicate transaction, incorrect charge, or other billing problem, contact us at info@coolembroiderydesigns.com.
We will investigate and provide appropriate assistance, including correction or refund where warranted.
4. Privacy Policy
We respect customer privacy and aim to collect and use personal information responsibly.
4.1 Information We Collect
Depending on how customers use our website and services, we may collect:
- Name, email address, and contact information.
- Billing information and transaction details.
- Customer account and order history.
- Uploaded artwork, logos, photographs, and design instructions.
- Support requests and customer communications.
- IP addresses, browser information, and website usage data.
- Cookie preferences and related technical information.
Payment card details are generally processed directly by our payment providers rather than stored on our own systems.
4.2 How We Use Customer Information
Information may be used to:
- Process and fulfill purchases.
- Deliver downloadable digital products.
- Create custom embroidery and vector artwork.
- Communicate about orders and revisions.
- Provide technical support and refunds.
- Maintain account security and prevent fraud.
- Improve website functionality.
- Send promotional messages where legally permitted.
Customers can unsubscribe from marketing emails using the link provided in those messages.
4.3 Customer Artwork & Confidentiality
Artwork submitted for custom orders is used to prepare the requested files and provide related customer support.
We do not sell customer-submitted artwork or personal information.
Relevant materials may be accessed by authorized designers and technical service providers involved in fulfilling an order.
We take reasonable measures to protect customer files and confidential information.
4.4 Information Security
We implement reasonable technical and organizational measures to protect customer information against unauthorized access, misuse, alteration, and disclosure.
No internet-based system can guarantee complete security.
4.5 Data Retention
Personal information and order-related files are retained as reasonably necessary for customer support, order fulfillment, security, fraud prevention, and legal obligations.
Retention periods vary depending on the information and applicable requirements.
5. Sharing of Customer Information
We do not sell customers’ personal information.
We may share relevant information with service providers necessary to operate our business, including payment processors, hosting companies, authorized designers, email services, analytics providers, and customer support services.
Information may also be disclosed when required by law or necessary to protect customers, our website, or our legal rights.
Where information is processed internationally, we take steps to comply with applicable data protection obligations.
6. Cookies & Website Analytics
Our website may use cookies and similar technologies for essential website functions, analytics, and marketing.
Essential cookies support shopping carts, checkout, customer accounts, and security.
Analytics cookies help us understand website performance and visitor interactions.
Marketing cookies may be used to measure advertising campaigns where implemented.
Customers can control certain cookies through browser settings or available website preference tools.
Where required by law, we will request consent before using non-essential cookies.
7. Your Privacy Rights
Depending on applicable laws, customers may have rights to request access, correction, deletion, restriction, or portability of personal information.
Customers may also have the right to withdraw consent or object to certain processing activities.
Requests can be submitted to info@coolembroiderydesigns.com.
Some information may be retained where necessary to meet legal or legitimate business obligations.
8. Customer Artwork, Copyright & Usage Rights
Customers submitting artwork confirm that they own the material or have the necessary authorization to request the relevant services.
Customers retain their existing rights in their original submitted artwork.
Purchased ready-made designs and custom-created files are subject to any applicable product license or agreed terms.
Customers may not redistribute or resell ready-made digital design files themselves unless expressly authorized. Permission to sell physical embroidered products made using purchased files depends on the applicable design license.
We may refuse work involving unauthorized or infringing intellectual property.
Customer artwork will not be displayed publicly in our portfolio without appropriate authorization.
9. Third-Party Websites & External Links
Our website may include links to independently operated third-party websites.
We are not responsible for their content, security practices, or privacy policies.
We recommend reviewing the terms of those websites before using their services.
10. Limitation of Liability
We aim to provide professional digital designs and accurate files suitable for their stated purposes.
However, final production results can depend on machine settings, materials, preparation methods, and circumstances outside our reasonable control.
Customers should test embroidery files before bulk production.
To the extent permitted by applicable law, we are not responsible for indirect or consequential losses arising from circumstances beyond our reasonable control.
Nothing in this section limits any liability, warranty, or consumer remedy that cannot legally be excluded.
11. Policy Updates
We may update our policies to reflect changes in our services, website operations, payment methods, or applicable laws.
The latest version will be displayed on our website.
Changes will not remove rights already acquired under previous purchases.