Widerrufsrecht
Last updated: 15 October 2025
This policy explains how returns and refunds work for digital products (PDF embroidery patterns) and physical items (3D-printed frames, finished embroideries).
Quick summary
- Digital items: not refundable once the download begins (EU digital-content rule).
- Physical items: 14-day return window for unused items; customer pays return shipping (unless faulty/incorrect).
- Damaged/incorrect items: contact us within 48 hours with photos; we’ll replace or refund.
- Refund method: original payment method; original shipping refunded up to the least-expensive standard option.
Digital products (PDF embroidery patterns)
Digital items are delivered immediately after checkout (download button + email). By consenting at checkout to immediate delivery, you acknowledge that your right of withdrawal ends when the download begins. Therefore, digital items are non-refundable once downloaded.
Physical products (frames & finished embroideries)
Return window & condition
You may return unused items in original packaging within 14 days of delivery. You’re responsible for any diminished value caused by handling beyond what is necessary to check the nature, characteristics, and functioning of the goods.
How to start a return
- Email faimyxstitch@gmail.com with your order number.
- We’ll reply with the return address (Berlin, Germany).
- Ship the item back within 14 days of your withdrawal notice and keep the tracking.
Return shipping costs: paid by the customer (unless the item is faulty or incorrect).
Refunds
We refund to your original payment method after we receive and inspect the return. We refund the original shipping up to the least-expensive standard delivery offered at checkout (no refund of premium delivery upgrades).
Exchanges
If stock allows, we can exchange; otherwise we’ll refund and you can place a new order.
Non-returnable (unless faulty)
Custom/personalized items.
Damaged, defective, or incorrect items
Email within 48 hours of delivery with your order number and clear photos of the packaging and item. We’ll arrange a replacement or refund, and we’ll cover return/replacement shipping where applicable. Your statutory warranty rights remain unaffected.
Lost in transit
A parcel is considered lost if tracking shows no movement for 14 days (DE/EU) or 21 days (international). After this window we will replace or refund.
How to contact us
Email: faimyxstitch@gmail.com
Return address: provided by email (Berlin, Germany)
EU Right of Withdrawal (Legal Notice — English)
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
Withdrawal period
- Goods: 14 days from the day you or a third party (other than the carrier) acquires physical possession of the goods (or the last good in case of multiple items).
- Digital content not supplied on a tangible medium: 14 days from the day of the contract.
To exercise the right of withdrawal
Inform us (see contact above) of your decision to withdraw by a clear statement (e.g., email). You may use the Model Withdrawal Form below, but it is not obligatory.
Effects of withdrawal (goods)
If you withdraw, we will refund all payments received from you, including delivery costs (except any additional costs resulting from your choice of a delivery type other than the least-expensive standard delivery we offer), without undue delay and at the latest within 14 days from the day on which we are informed of your decision. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.
You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal. You bear the direct cost of returning the goods. You are liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exclusion for digital content
The right of withdrawal does not apply to the supply of digital content not supplied on a tangible medium if performance has begun with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal once the download begins.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Kseniia Pilosian, faimyxstitch@gmail.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods ()/for the supply of the following digital content ():
— Ordered on ()/received on ():
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is notified on paper):
— Date:
() Delete as appropriate.