Refund Policy

Last updated: February 21, 2026

Overview

At Stitch A Lot Studio, your satisfaction matters to us. We want you to be happy with every purchase, whether it's a physical needlepoint product or a software license. If something isn't right, we're here to help. This policy explains how returns and refunds work so you know exactly what to expect.

Physical Products

Eligibility

You may request a refund for physical products within 30 days of delivery, provided the following conditions are met:

  • The item is unused, undamaged, and in its original packaging.
  • You can provide proof of purchase, such as your order confirmation email or order number.

Non-Returnable Items

Certain items cannot be returned or refunded. These include:

  • Custom or personalized orders made specifically for you.
  • Items marked as final sale at the time of purchase.
  • Opened kits where materials (threads, canvases, etc.) have been used or are no longer in their original condition.

How to Initiate a Return

To start a return, follow these steps:

  • Contact us through our contact form.
  • Include your order number and a brief explanation of why you'd like to return the item.
  • Our team will review your request and, if approved, provide you with return shipping instructions.

Please do not send items back without contacting us first. Returns sent without prior approval may not be processed.

Refund Processing

Once we receive and inspect your returned item, we will issue a refund to your original payment method. Please allow 5–10 business days for the refund to appear on your statement after we process it.

Shipping costs are non-refundable unless the return is due to a defective or incorrect item sent by Stitch A Lot Studio.

Software Licenses

Before Activation

If you purchased a software license and have not yet activated it, you are eligible for a full refund within 14 days of purchase. Simply contact us with your order number and we will process the refund.

After Activation

Software licenses are generally non-refundable once they have been activated. However, we understand that issues can arise. If you experience a technical problem that prevents the software from working as described, please reach out to us and we will work with you to find a solution, which may include a refund on a case-by-case basis.

Defective Software

If the software has a significant defect that affects its core functionality, contact us with a description of the issue. We will either provide a fix or, if the problem cannot be resolved, issue a full refund.

Damaged or Defective Items

If you receive a product that is damaged or defective, please contact us within 7 days of delivery. Include photos of the damage or defect along with your order number so we can assess the situation quickly. At our discretion, we will either send a replacement or issue a full refund.

Exchanges

We do not offer direct exchanges at this time. If you need a different item, please initiate a return for the original product and place a new order for the item you'd like instead.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe, here are a few things to try:

  • Check your bank account or credit card statement — refunds can sometimes take a few extra days to appear depending on your financial institution.
  • Contact your payment provider — there is often a processing period before a refund is officially posted.
  • If you've done both of the above and still don't see your refund, please reach out to us through our contact form and we'll look into it for you.

Contact Us

If you have any questions about our refund policy or need help with a return, please get in touch using the contact form on our website. If your question is about a specific order, you can also reference the order details in your account. We'll do our best to respond promptly and make things right.