1. Sales are final
Once a pattern is in your Library, the sale is final: we don’t offer refunds if you change your mind, bought the wrong pattern, or no longer need it. Please check the pattern page (size, colors, difficulty and included files) before you buy.
2. When we will refund you
We’ll fix the problem or refund you if:
- a file won’t open, is corrupted, or is missing pages;
- a file listed on the pattern page is missing from your Library;
- the pattern is clearly different from its description or photos;
- you were charged twice for the same pattern by mistake.
We’ll first try to send you a working file (often the quickest fix). If we can’t, we refund the pattern in full, including any tax you paid on it, to your original payment method. Refunds usually appear within 5 to 10 business days, depending on your bank.
3. How to ask
Email hello@mycozycrossstitch.com within 30 days of your purchase with your order email, the pattern name and a short description of the problem (a screenshot helps). We reply within 2 business days.
4. Stitch Club & gift cards
- Stitch Club: you can cancel anytime from your account; your membership stays active until the end of the period you’ve paid for. Membership periods already started aren’t refunded, except where the law requires it.
- Gift cards: non-refundable and not exchangeable for cash, except where the law requires it. They never expire.
5. EU & UK customers
For digital content, the usual 14-day right of withdrawal ends once your download is made available. By completing your purchase you ask for immediate access and acknowledge that you lose that right. Your rights when a file is faulty (Section 2) are not affected. See Section 7 of our Terms of Service.
6. Chargebacks
If something is wrong, please contact us first: we’re a small team and always happy to help. My Cozy Cross Stitch may suspend access to patterns from an order that is disputed with your bank while the dispute is open.