Refund policy

Returns and Refund Policy

Digital products

All products sold by Sunflower Stitches are digital PDF cross stitch patterns. No physical product will be posted to you.

Due to the digital nature of our products, we cannot accept returns, exchanges or cancellations once a pattern has been downloaded or accessed.

By purchasing a digital product and requesting immediate access to your download, you agree that the digital content may be supplied immediately. You also acknowledge that your statutory 14-day right to cancel will end once the download begins.

Please check the product description and order details carefully before completing your purchase.

Problems with your download

We want you to be completely satisfied with your purchase. Please contact us if:

  • You have not received your download;

  • The download link is not working;

  • The PDF file is damaged or cannot be opened;

  • You have received the wrong pattern;

  • The digital product is materially different from its description; or

  • You have experienced another technical problem with your order.

We will investigate the issue and, where appropriate, provide a replacement file, restore access to the download or offer another remedy in accordance with your statutory rights.

This policy does not affect your legal rights where digital content is faulty, not as described or not fit for purpose.

Change-of-mind purchases

Refunds will not normally be provided where:

  • You have changed your mind after downloading or accessing the pattern;

  • You purchased the wrong pattern;

  • You did not check the pattern dimensions, stitch count, colour count or other information provided in the listing;

  • You no longer wish to complete the pattern;

  • You do not have the software, device, printer or materials required to use the PDF; or

  • You expected to receive a physical cross stitch kit rather than a digital pattern.

Each product page clearly identifies the item as a digital PDF pattern. Customers are responsible for checking that the product is suitable before ordering.

Duplicate purchases

Please contact us if you accidentally purchase the same pattern more than once. Although we cannot guarantee a refund once the files have been supplied, we will review genuine duplicate purchases individually.

Processing refunds

Where a refund is approved, it will be issued to the original payment method. The time taken for the funds to appear will depend on your bank or payment provider.

Access to the refunded digital product may be withdrawn.

Contact us

Please contact us at hello@sunflower-stitches.com and include:

  • Your name;

  • Your order number;

  • The email address used to place the order; and

  • A description of the problem.

Screenshots may help us resolve technical issues more quickly.

We aim to respond to customer enquiries as soon as reasonably possible.

Last updated: July 2026