Refund Policy

1. Digital Products and Your Rights

Consumer Rights Act 2015

Under the Consumer Rights Act 2015, digital content purchased from a UK business must be: of satisfactory quality; fit for particular purpose; and as described.

If a pattern is defective (corrupted file, incomplete instructions, pattern not as described), you have legal rights regardless of this Refund Policy.

Change of Mind

Under consumer law, the right to change your mind does not typically apply to digital downloads once they have been accessed. This is because digital content cannot be "returned" once delivered.

2. Our Refund Policy

Refund Window

You may request a refund within 14 days of your purchase, provided you have not downloaded the pattern files.

Eligibility for Refunds

You may request a refund if:

• The file is corrupted or cannot be opened
• The pattern description was significantly different from the actual content
• You never received access to download the pattern
• The pattern does not match the craft type, difficulty, or format advertised

Non-Refundable Situations

Refunds are not available if:

• You changed your mind about the purchase
• You accidentally bought the wrong item
• You did not read the description carefully before purchasing
• You have downloaded the pattern files (once accessed, digital content cannot be "returned")

Please review pattern descriptions, preview images, and format information carefully before purchasing.

3. How to Request a Refund

Step 1: Contact the Seller

First, contact the seller directly through your order history. Many issues can be resolved directly with the seller.

Step 2: Escalate to Patterneers

If you cannot resolve the issue with the seller within 7 days, contact Patterneers support at support@patterneers.com with your order number and a description of the issue.

Step 3: Review Process

We aim to review all refund requests within 3 business days. If approved, the refund will be processed to your original payment method within 5-10 business days.

4. Refund and Digital Access

Automatic Access Revocation

If a refund is approved, access to the pattern files will be revoked. You will no longer be able to download the pattern from your account.

Concurrent Proceedings

You cannot simultaneously pursue a refund through Patterneers and a chargeback through your bank. If you initiate a chargeback without first going through our process, your account may be suspended.

5. Seller Responsibilities

Refund Rate Thresholds

Sellers whose refund rate exceeds certain thresholds may face consequences:

• Above 15% refund rate: Account flagged for review
• Above 25% refund rate: Account suspension

Disputed Refunds

Sellers are notified of refund requests and given opportunity to respond. Sellers may provide evidence that a refund should not be granted.

6. Exceptions

Defective Patterns

If a pattern is genuinely defective (corrupted, incomplete, not as described), we will issue a refund regardless of download status. This is your right under consumer law.

Technical Issues

If you cannot download due to a technical issue on our platform (rather than your connection), we will resolve the issue and extend your download window.

Chargebacks

Unjustified chargebacks (those not supported by our Refund Policy or consumer law) may result in account suspension and the seller being made whole for the disputed amount plus applicable fees.

7. Contact

Questions about this policy? Contact us at support@patterneers.com