Refund policy

Last updated: 7 September 2026

1. Digital products

KawaiiStitchClub sells digital cross stitch patterns supplied as downloadable files. No physical product is shipped.

Because digital files cannot be physically returned, KawaiiStitchClub does not offer voluntary returns, exchanges, or refunds merely because a customer has changed their mind, selected the wrong pattern, or no longer wishes to use the file. This rule does not restrict any mandatory consumer rights described below, including the right of withdrawal where it still applies and the legal guarantee of conformity for digital content.

2. Right of withdrawal for customers in the European Union and European Economic Area

Before completing a purchase, customers must tick the required, unchecked consent box. By ticking this box, customers expressly request that KawaiiStitchClub begin supplying the digital content immediately, before the end of the statutory withdrawal period, and expressly acknowledge that the beginning of supply causes them to lose their right of withdrawal.

The digital content is supplied after successful payment by making the download link available to the customer. Once supply has begun following the customer’s recorded express consent and acknowledgement, the purchase is final and the customer can no longer exercise the right of withdrawal for that digital content.

The customer’s consent and acknowledgement are recorded with the order and confirmed by email on a durable medium. The order cannot be completed unless the required consent box has been ticked.

This provision does not affect any consumer right that cannot legally be excluded, including the legal remedies available when a file is faulty, inaccessible, incomplete, or does not conform to its description.

3. Faulty, inaccessible, or non-conforming files

The absence of a voluntary change-of-mind refund does not affect the customer’s statutory rights. If a file is corrupted, cannot be downloaded, is materially incomplete, or does not correspond to its description, contact kawaiistitchclub@hotmail.com with the order number and a description of the problem.

KawaiiStitchClub will first provide reasonable assistance and, where appropriate, a working replacement file or restored download access. If the digital content cannot be brought into conformity within a reasonable time and without significant inconvenience, the customer may be entitled to a price reduction or termination and refund in accordance with the mandatory legal guarantee applicable to digital content.

4. Duplicate purchases and accidental orders

If the same customer accidentally purchases the same pattern more than once, the customer should contact kawaiistitchclub@hotmail.com promptly and before downloading the duplicate purchase. KawaiiStitchClub will review the order history and may cancel or refund the duplicate transaction where appropriate. This discretionary review does not limit any mandatory legal right.

5. Payment refunds

Approved refunds are issued to the original payment method. Processing time after approval depends on the payment provider and the customer’s bank. KawaiiStitchClub cannot send a refund to a different payment method.

6. Contact

KawaiiStitchClub  
Email: kawaiistitchclub@hotmail.com