Delivery
SatinSmith is entirely digital. When you unlock a design, its files are ready to download from your library straight away, in every machine format. Nothing is shipped. Plan and pack downloads are added to your account within a few seconds of payment.
Cancelling a plan
Plans renew automatically until you cancel. To cancel, open Billing in your account, choose "Change plan, card or cancel", and cancel your plan on the page that opens. You can also email support@satinsmith.com and we'll cancel it for you. Cancelling stops all future charges. You keep your plan, and its downloads, until the end of the period you've paid for, and your designs stay in your library.
Refunds on plans
- New plans: if you haven't used any plan downloads, ask within 14 days of subscribing for a full refund.
- Renewals: if you're charged for a renewal and haven't used any plan downloads from that period, ask within 7 days for a full refund.
- Once plan downloads from a period have been used, that period isn't refundable, but you can cancel at any time to stop the next charge.
Download packs
An unused 10-download pack can be refunded within 14 days of purchase. Once a download from a pack has been used, the pack isn't refundable.
Files that don't sew well
If a design doesn't stitch properly, email support@satinsmith.com with the design name and a photo of the sew-out. We'll help adjust the settings, and if it can't be fixed we'll return the download to your account.
How to ask for a refund
Email support@satinsmith.com from the address on your account with the date and amount of the charge. We reply within 2 business days. Refunds go back to the original payment method through Stripe and usually arrive within 5 to 10 business days.
If a charge looks wrong, please contact us before disputing it with your bank. We can usually sort it out within a day or two, while a bank dispute can take weeks.
Your legal rights
This policy doesn't affect any rights you have under the consumer laws where you live.