Refund policy
Last updated: September 30, 2026
Thank you for shopping with Line & Lottie. Please review this Return & Refund Policy carefully before completing your purchase. By placing an order through our website, you acknowledge and agree to the terms below.
DIGITAL PRODUCTS
Due to the digital nature of our products, all purchases of digital embroidery designs, fonts, files, bundles, licenses, and other downloadable products are final sale and non-refundable once the digital product has been delivered or made available for download, except where otherwise required by applicable law.
Digital products cannot be physically returned, and access to a downloaded or delivered digital file cannot be revoked in the same manner as a physical product.
Please carefully review the product description, design dimensions, included file formats, and embroidery machine compatibility before purchasing.
Line & Lottie is not responsible for purchases made in error, including but not limited to:
- Purchasing the wrong design or size
- Purchasing a duplicate design
- Selecting or purchasing a file that is incompatible with your embroidery machine or software
- Failure to review the product description before purchasing
- Changing your mind after purchase
- Lack of embroidery software, equipment, knowledge, or machine capability necessary to use the purchased file
DIGITAL FILE ISSUES
We want you to be able to use the files you purchase.
If you believe a purchased file is missing, corrupted, defective, or materially different from the product described on our website, please contact us through our contact page and include your order number and a description of the issue.
When appropriate, Line & Lottie may provide technical assistance, a corrected file, or a replacement file.
A technical issue does not automatically entitle the purchaser to a refund where the issue can reasonably be corrected by providing a working replacement file.
EMBROIDERY RESULTS
Actual stitch results may vary depending on factors outside Line & Lottie’s control, including embroidery machine settings, thread, fabric, stabilizer, needle selection, hooping, tension, resizing or modification of a design, and other user-selected materials or settings.
Customers are responsible for performing an appropriate test stitch before embroidering on a final garment or other valuable item.
Line & Lottie is not responsible for damage to garments, blanks, materials, embroidery machines, equipment, or other property resulting from the use or misuse of a purchased digital file.
MODIFIED OR RESIZED FILES
Line & Lottie cannot guarantee the quality or performance of a design that has been resized, altered, converted, edited, or otherwise modified after purchase.
Any modification of a purchased file is performed at the purchaser's own risk.
CUSTOM DIGITAL PRODUCTS
Custom, personalized, modified, commissioned, or made-to-order digital designs are final sale and are not eligible for return, exchange, cancellation, or refund once work has begun, except where otherwise required by applicable law.
COMMERCIAL LICENSES
Purchases of commercial licenses, manufacturing licenses, extended licenses, or other usage rights are final sale once the license has been issued or made available to the purchaser.
Purchasing a license grants only the rights expressly described in the applicable license terms and does not transfer copyright, ownership, or intellectual property rights in the underlying design.
PHYSICAL PRODUCTS
If Line & Lottie offers physical products, eligible non-custom physical merchandise may be returned only in accordance with the return terms stated for that product at the time of purchase.
Unless otherwise stated, personalized, monogrammed, embroidered, customized, made-to-order, final-sale, or clearance physical products are not eligible for return or exchange except in the case of a defect, fulfillment error, or as otherwise required by applicable law.
If you receive an incorrect, damaged, or defective physical product, please contact us through our contact page promptly after delivery with your order number and photographs of the item and packaging so that we may review the issue.
Do not return any merchandise without first contacting Line & Lottie and receiving return instructions.
ORDER CANCELLATIONS
Digital orders generally cannot be canceled after the digital product has been delivered or made available for download.
Custom orders cannot be canceled once work has begun.
Physical-product cancellation requests will be considered only if the order has not entered production, fulfillment, or shipment. Submission of a cancellation request does not guarantee that an order can be canceled.
REFUNDS, WHEN APPROVED
If Line & Lottie determines that a refund is appropriate, the refund will generally be issued to the original payment method.
Processing times after a refund is issued are determined by the customer's bank, credit-card issuer, payment processor, or other financial institution and are outside Line & Lottie’s control.
DUPLICATE OR INCORRECT CHARGES
If you believe you were charged more than once for the same transaction or that an unauthorized or incorrect charge occurred, please contact us through our contact page with your order information so the transaction can be reviewed.
COLOR VARIATIONS
Colors shown in product photographs, digital previews, mockups, and screen images are for illustrative purposes. Colors may appear differently depending on monitor or device settings and may stitch differently depending on the thread brand and colors selected by the purchaser.
Thread colors may generally be changed at the purchaser's discretion unless otherwise stated in the applicable product description.
INTELLECTUAL PROPERTY
A refund, replacement, cancellation, or other resolution does not grant the purchaser any ownership interest in Line & Lottie designs or intellectual property.
Digital files remain subject to all applicable Line & Lottie licensing and usage terms regardless of the resolution of a customer-service matter, except where Line & Lottie expressly agrees otherwise in writing.
CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact Line & Lottie at please contact us through our contact page regarding an order concern before initiating a payment dispute so that we have an opportunity to review and resolve the issue.
Nothing in this policy limits any rights a customer may have under applicable payment-network rules or law.
EXCEPTIONS REQUIRED BY LAW
Nothing in this Return & Refund Policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded, restricted, or waived.
Where applicable law provides a customer with rights that conflict with this policy, applicable law will control. This is particularly important if you sell internationally, because Shopify notes that consumer withdrawal/refund rights can differ by jurisdiction. Shopify Help Center
