Our commitment to getting it right — and what happens if we don't.
Every order includes unlimited revisions until you approve the proof. We will not close an order or mark delivery complete until you are satisfied with the output. This commitment applies to embroidery digitizing, vector art conversion, and custom patch orders.
Because all work is custom-produced to your specifications, we evaluate refund requests case by case. Refunds or credits may be issued in the following situations:
Refunds are not issued for orders where a proof has been approved and delivered correctly, or for change-of-mind cancellations after production has begun.
Rush and same-day fees are non-refundable once production has started. If a rush order is not delivered within the agreed window due to our error, the rush fee will be refunded or credited.
You may cancel an order at no charge before we begin production. Once a designer has started work on your file, a partial fee may apply to cover work completed. Contact us as soon as possible if you need to cancel — the sooner you notify us, the more we can accommodate.
Contact us at info@genxdigitizing.com or through your client portal with your order reference number and a description of the issue. We respond within one business day and aim to resolve billing disputes fairly and quickly.
Last updated: April 2026
