Legal - Refund Policy

Effective Date: February 26, 2026

Smart Pattern Making is committed to delivering high-quality technical apparel solutions. Due to the highly customized and digital nature of our work, we enforce strict guidelines regarding cancellations, returns, and refunds. Please review the following policy carefully before engaging our services or purchasing products.

Services

1. Custom B2B Services & Labor

This section applies to all custom labor, including pattern making, digitizing, grading, and marker making.

Strict No-Refund Policy on Active Projects: Customers cannot receive refunds or cancel orders for custom services once Smart Pattern Making has commenced work on the project. "Commencing work" includes file review, setup, technical drafting, or any dedicated labor by our team.
The 1-Hour Cancellation Window: There is a strict, limited possibility to cancel a service order within exactly one (1) hour of placing it, provided we have not already commenced work. If cancelled within this window, a full refund will be issued.

2. Digital Goods & Downloads

This section applies to the delivery of proprietary digital assets (e.g., DXF files, CAD patterns, digital markers, and software templates).

Final Sale: Due to the non-returnable nature of digital files, all sales of digital goods are strictly final and non-refundable once the file has been downloaded, emailed, or otherwise delivered.
Unauthorized Chargebacks: Any attempt to issue a chargeback or payment dispute for digital goods that have been successfully delivered will be treated as friendly fraud. We will submit this policy and proof of delivery to the payment processor to recover funds and related administrative fees.

Physical Goods

3. Physical Products & Merchandise Returns

This section applies exclusively to physical, shippable merchandise (e.g., printed pattern plots, physical tools, or unopened retail items).

14-Day Return Window: New, unused merchandise in its unopened, original packaging can be returned for a full refund or exchanged within 14 days of the delivery date.
Store Credit: Approved returns requested after the initial 14-day window will be eligible for store credit only.
Shipping Liability: Customers are solely responsible for the cost of shipping for all returns, exchanges, and modified orders. Original shipping and handling charges are non-refundable and will be deducted from your final refund amount.

Cancellations

4. Physical Order Cancellations & Fees

If you need to cancel an order for a physical product, the following rules apply to cover administrative and processing overhead:

Late Cancellation Fee: Physical orders cancelled after 48 hours of placement are subject to a $20.00 administration fee, regardless of whether the order has been shipped.
Shipped Orders: If the order has already been shipped prior to cancellation, the buyer is strictly responsible for actual return shipping charges in addition to the administration fee.

The Return Authorization Process

To ensure your return or exchange is processed legally and swiftly, you must follow these exact steps.

Step 1: Request an RMA

Customers must request a Return Merchandise Authorization (RMA) Number via email prior to shipping any items back. Packages received without an approved RMA will be rejected and returned to the sender at their expense.

Step 2: Shipping the Item

You must send the unopened original package item along with a copy of the packing slip or e-receipt within 14 days of delivery. The item must be securely packaged to prevent damage during transit.

Step 3: Refund Issuance & Exchanges

Upon inspection and approval, refunds are issued strictly to the original payment method, crediting the merchandise price only. Unused merchandise in original condition can be exchanged for a replacement item of equal value. If the replacement item costs more, the customer must provide payment for the difference.