1. Quality Assurance

MAS Digitizing carefully prepares every design with proper stitch flow, density, underlay, trims, and file compatibility. Our goal is to provide embroidery files that run smoothly on your machine and produce clean results on the selected fabric or product.

If the delivered file has a genuine technical issue, we will review it and work to correct the problem as quickly as possible.

2. When a Refund May Apply

A refund may be considered when the issue cannot be corrected through reasonable revisions. Refund eligibility may apply in the following cases:

• The final file has a serious quality issue caused by our digitizing work.
• The delivered design does not follow the confirmed instructions provided before work started.
• The required file format was not supplied and cannot be provided.
• The order was not delivered within the agreed deadline due to our delay.

3. Revision First Policy

Before issuing any refund, MAS Digitizing will always try to fix the issue through revisions. Most embroidery file problems can be corrected by adjusting density, size, pull compensation, trims, stitch direction, or file format.

Refunds are only considered when the issue remains unresolved after review and correction attempts.

4. Non-Refundable Cases

Refunds are not available in the following situations:

• The customer provided incorrect size, placement, format, or artwork instructions.
• The customer changed the design concept after the work had already started.
• The file was approved, downloaded, or used for production without reporting an issue.
• The issue is caused by machine settings, thread tension, stabilizer, fabric type, or operator error.
• The customer requests a refund based only on personal preference after correct delivery.
• Delays happened because the customer did not reply or provide required details on time.

5. Refund Request Time Limit

Refund requests must be submitted within 7 days after file delivery. Requests made after this period may not qualify, especially if the file has already been used, edited, or approved.

6. How to Request a Refund

To request a refund review, please follow these steps:

1. Contact MAS Digitizing support within 7 days of delivery.
2. Share your order number or project details.
3. Explain the issue clearly.
4. Attach screenshots, sew-out photos, or machine error details if available.
5. Allow our team to review and offer a correction where possible.
6. If the issue cannot be resolved, we will confirm refund eligibility.

7. Full or Partial Refunds

Depending on the order status and issue type, MAS Digitizing may offer a full refund, partial refund, store credit, or free correction. The final decision is based on the project details, delivered work, and proof of the reported problem.

8. Refund Processing

Approved refunds are normally returned through the original payment method used at checkout. Processing time may vary depending on the payment provider, bank, or checkout system.

• Refund review time: 3–7 business days
• Payment processing time: usually 5–10 business days
• Bank or gateway delays may take longer in some cases

9. Customer Responsibilities

To avoid delays or quality issues, customers should provide complete and accurate order details before work begins, including:

• Design size and placement
• Required embroidery file format
• Machine type, if needed
• Fabric or product type
• Clear artwork or reference image
• Any special instructions or deadlines

10. Vector Art Refunds

For vector art services, refunds may be considered only if the final vector file does not match the agreed artwork requirements and the issue cannot be corrected. Refunds are not available for changes in style, color preference, or new artwork requests after completion.

11. Contact Support

If you have any issue with your order, please contact MAS Digitizing support before requesting a refund. Our team will review your concern and help with corrections, formats, sizing, or file adjustments.

• Live Chat: Available on our website
• Email: Contact through the website form
• Order Help: Please include your order number for faster support

12. Final Note

MAS Digitizing values long-term customer relationships and honest service. Our money-back guarantee is designed to protect customers while also keeping the process fair for completed digital work. We always aim to solve concerns through professional support, quick revisions, and reliable communication.