???? Refund Policy - Click Borde (Complete) This policy governs the purchase of our embroidery designs. By completing your purchase, you agree to the guidelines below, established to ensure transparency and technical security for both parties. 1. Nature of the Digital Product Because these are digital files for immediate consumption, after the download is released, the product is considered received and used. As it is not possible to "return" a file, the refund policy is restricted to specific technical cases. 2. Conditions for Refund Request The refund or reversal of the amount will be analyzed and approved in the following situations: • System Failure: Delay in releasing the file due to an error on the platform or communication from the payment operator that exceeds the customer's usage period. • Corrupted File: If the file presents a reading error that prevents it from opening in embroidery software. • Technical Discrepancy: If the delivered file is inconsistent with the description or image presented on the website. • Programming Error (Matrix): When an error in the embroidery structure (stitches, jumps, or density) is proven that is not due to human or mechanical failure (machine/needle). 3. Situations that DO NOT qualify for a refund We do not issue refunds in cases of: • Dimension Error: Failure to analyze the product description regarding the limit area (centimeters) of your machine/hoop. • Format Incompatibility: Purchase of an incorrect extension (e.g., PES, JEF, DST) without prior verification of compatibility with your machine. • User Technical Limitation: Difficulties in unzipping files (ZIP) or transferring them to a pen drive (requiring an external tool). • Personalized Products: After approval and development of the personalized matrix, cancellation due to buyer's remorse is not permitted. 4. Analysis Procedure To request a refund, the customer must open a ticket in the Customer Area within 7 calendar days of purchase. • Technical Analysis: In cases of embroidery errors, we request that you send a photo of the embroidered product to rule out mechanical failures. • Response Time: The request will be analyzed within 2 business days. • Refund Method: If the error is confirmed, the amount can be refunded via PIX, credit card reversal, or store credit for future purchases. Checklist for requesting a refund Diagnostic checklist before requesting a refund: Did my embroidery design have an error? Hello! To help you resolve any embroidery problems, please check the 6 points below. Often, small adjustments to the machine resolve the situation: 1. Stabilization (Interfacing): [ ] Is the interfacing used suitable for the type of fabric? (Lightweight fabrics or knits require more layers or specific interfacings). [ ] Is the fabric well stretched and "firm as a drum" in the hoop? 2. Needle and Thread: [ ] Is the needle new and free of burrs? (Worn needles cause skipped stitches and thread breakage). [ ] Is the upper thread and bobbin tension correctly adjusted for this design? 3. Machine Speed: [ ] Is the machine operating at a reduced speed? (Designs with many details or filled stitches have a better finish at lower speeds). 4. File Format: [ ] Are you using your machine's native file format (e.g., .PES for Brother, .JEF for Janome)? Note: Converting files from one format to another outside of professional software can corrupt stitch density. 5. Hoop Area: [ ] Does the design fit entirely within the usable area of ​​your hoop without touching the safety edges? 6. Machine Cleaning: [ ] Have you checked for thread remnants or dust in the bobbin case that could be jamming the stitch? ???? How to request technical support: If you have checked all the items above and the error persists, please open a refund request according to the following guidelines: 1. Photo of the embroidery still in the hoop (front and back). 2. Model of your machine and the file format used. 3. Description of the error: (Ex: "The thread is getting tangled in this part" or "The outline is out of place"). With this information, our team will perform a technical analysis of the file and, if there is a programming error, we will make the adjustment or issue a refund.