Refund policy
Insoluble Fiber Arts sells digital patterns and made-to-order work. Neither can be returned — a downloaded PDF can't be un-downloaded, and a piece made for one person can't be resold to another. All sales are final.
That said, if something is wrong, we fix it. Email xtina@insolublefiberarts.com and tell us what happened. We answer within 2–3 business days.
Digital patterns
All pattern sales are final. Patterns are delivered instantly on purchase and are not eligible for return, refund, or exchange.
At checkout you'll confirm that you understand your pattern is delivered immediately and is non-refundable. That confirmation waives the right of withdrawal that would otherwise apply to digital content, including the 14-day right for buyers in the European Union and the United Kingdom.
We will always fix the following, at no charge and with no time limit:
- The file won't download or won't open. Email us and we'll send it directly.
- You got the wrong pattern. We'll send the right one.
- You were charged twice, or bought the same pattern twice by accident. We'll refund the duplicate.
- You found an error in the pattern. Errors are our fault, not yours. We publish corrections and send updated files free, forever — including to people who bought the pattern years ago.
If you're stuck and can't tell whether it's an error in the pattern or a technique question, email us anyway. We'd rather you finish the thing.
Commissions and made-to-order work
Commissions are designed and made for you specifically and cannot be resold, so they are not returnable or refundable. Under EU and UK consumer law, custom and personalized goods are exempt from the 14-day cooling-off period, and that exemption applies here.
- A deposit is required before work begins. The deposit is non-refundable. It covers design time and materials bought for your piece.
- Every commission includes a design approval step before stitching starts. This is your moment to change your mind. Once you approve the design, changes may not be possible, or may cost extra.
- The final balance is due before shipping.
Damaged or incorrect commissions
If a commission arrives damaged, or does not match the design you approved, email xtina@insolublefiberarts.com within 14 days of delivery with photos. We will repair it, remake it, or refund it, at our discretion.
If a package arrives visibly damaged, photograph the packaging as well as the piece before unpacking further — we need both to file a carrier claim.
Refunds
In the rare cases where a refund is issued, it goes back to your original payment method within 10 business days. Your bank may take a few days more to post it. If more than 15 business days have passed since we approved a refund and you haven't seen it, email xtina@insolublefiberarts.com.
Contact
Insoluble Fiber Arts LLC 30 S 15th St Ste 1550 PMB 238943 Philadelphia, Pennsylvania 19102-4806 United States
xtina@insolublefiberarts.com