Digital Products
All cross stitch patterns sold on CandyCrafts are digital products delivered as downloadable PDF files. Due to the nature of digital products, we generally do not offer refunds once a pattern has been downloaded.
When We Offer Refunds
We will gladly issue a full refund in the following cases:
- The downloaded file is corrupted or cannot be opened
- The pattern content does not match the product description
- You were charged more than once for the same pattern
- You did not receive the download link after purchase
Physical Products
For handmade cross stitch products and physical items, we accept returns within 14 days from the date of delivery. To be eligible for a return, the item must be unused and in its original packaging.
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong item shipped, damaged item).
Non-Returnable Items
- Digital patterns that have already been downloaded
- Gift cards
- Custom or personalised orders
How to Request a Refund
To request a refund, please contact us with your order number and the reason for your request. We will review your request and notify you of the status within 5 business days.
Refund Processing
Once your refund is approved, it will be processed to your original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
Contact Us
If you have any questions about our return policy, please reach out to us at [email protected].