Legal

Refund and Revisions Policy

Last updated 12 November 2026

We want your files to stitch and print cleanly. This policy explains what we fix for free, when we do not charge, and when refunds are not available.

1. Free adjustments

Small adjustments are free and handled as quickly as possible. They include minor changes to size, density, stitch direction, underlay or colour order, and fixes after a stitch-out. Tell us what you see, ideally with a photo of the stitch-out, and we will correct the file.

2. Resizing

Resizing within a reasonable range of the original is free, for example from 10 cm to 12–14 cm, or up to the maximum the current file setup allows, as long as the design still stitches cleanly. A change that needs the design rebuilt, such as moving from a cap to a left chest or jacket back, is a new order at the normal price. If you are unsure, ask us before we start.

3. If we cannot fix a file

If we cannot make a file work, we do not invoice for it. If you have already paid, we will refund or credit that order.

4. What is not refundable

• Errors in spelling, wording, colours or sizes in artwork you supplied or approved, once a file has been delivered and used.
• Problems caused by skipping the sample stitch-out or print, and the spelling and colour check, that we recommend.
• Changes of mind after a file has been delivered and used.
• Problems caused by the garment, fabric, thread, hooping, machine settings or machine type, rather than the file.
• Import duties, taxes and shipping costs.

5. Custom patches

We send you a digital proof to approve before production. Once you approve it, production starts and the order cannot be cancelled. If your patches arrive damaged, in the wrong quantity, or clearly different from the approved proof, email us within 7 days of delivery with photos and your order number. We will then arrange a remake or a credit. Small colour differences between a screen proof and the finished patch are normal and are not a fault.

6. Cancelling an order

You can cancel before we start work. Once work has started we may charge for the work done.

7. How refunds are made

Where we agree a refund is due, we issue it as a credit note or refund to the original payment method within 14 days.

8. How to contact us

Email hello@topnotchdesigns360.com with your order number (for example CLIENTNAME-MMYYDD) and a short description of the problem. This policy does not affect any rights you have that cannot be limited by law.