Effective Date: February 26, 2026
Smart Pattern Making offers non-tangible, irrevocable digital goods (including CAD files, DXF patterns, and digital markers). Because digital products cannot be "returned" once accessed, refunds are generally not issued once an order is completed and the product delivery email is sent. By completing a purchase, you acknowledge and accept this strict no-refund policy. However, we stand by our technical quality and will honor remedy requests under the specific exceptional circumstances outlined below.
Download Limits
1. File Expiration & Access Limits
To protect our intellectual property and server bandwidth, all digital purchases are subject to strict automated download limits. Customers are entirely responsible for downloading and safely backing up their files immediately upon purchase.
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Download Expiry: Secure download links expire exactly 6 hours from the time of purchase.
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Download Limit: You are permitted a maximum of 4 download attempts per purchased file.
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Expired Links: We do not issue refunds for failure to download the file within the 6-hour window or after exhausting the 4-attempt limit.
2. Software & CAD Compatibility
Our files are exported using industry-standard formats. However, it is the buyer's sole responsibility to ensure they possess the proper software required to open, unzip, and utilize the files.
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Third-Party Software: Refund, return, or exchange requests based on incompatibility with third-party software (e.g., Gerber, Tukatech, Lectra, Adobe Illustrator) will not be honored unless the file was explicitly advertised as compatible with that specific software version on the product's preview page.
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Unzipping Files: Many of our deliverables are compressed into .ZIP format. You must have the appropriate decompression software to extract the files.
3. Exceptional Circumstances for Refunds
While our default policy is "Final Sale," our Technical Support Team will investigate and remedy the following verifiable issues.
Non-Delivery of the Product
If you do not receive a delivery email from us due to mailing issues with your email provider or spam filters, you must contact our Billing Department in writing within 7 days from the order date. If you fail to notify us within 7 days, the product will be legally considered received and downloaded, and no refund will be issued.
Download and Unzipping Errors
Claims regarding corrupted files or persistent unzipping errors must be submitted to our Technical Support Department within 3 days of purchase. Failure to timely notify our team of a technical download error will result in a refund decline.
Major Technical Defects
Despite thorough testing, unexpected file errors may occur. Any claim of a major technical defect must be submitted for approval with detailed evidence. If our team validates the defect, we are granted a 72-hour cure period (from the time of the initial complaint) to correct the file. If we cannot repair or replace the defective product within 72 hours, a full refund will be issued.
Product Not-As-Described
Claims that a product materially differs from its description must be reported within 7 days from the date of purchase. The claim must include clear, objective evidence proving the purchased product does not match its description. Subjective claims (e.g., "I don't like the style" or "It didn't fit my specific fabric") do not qualify as "Not-As-Described."
Resolution
4. How to Request Technical Support
Our Technical Support Team is committed to delivering professional assistance in a timely manner. To initiate a claim under any of the exceptional circumstances listed above, you must submit your request in writing.
- Please include your original Order Number, the email address used for purchase, and any screenshots or error logs documenting the issue.
- Please allow up to 24-48 hours for our technical team to investigate the file and respond to your inquiry.
Experiencing an Issue with Your Download?
Contact our Technical Support Department immediately so we can help resolve the problem or evaluate your file for defects at support@smartpatternmaking.com
