Return & Refund Policy

AW Needlework Designs

At AW Needlework Designs, we want every customer to feel confident and informed before placing an order. Because many of our products are custom, personalized, made-to-order, or digitally delivered, our return and refund policy varies by product type.

Please read the policy below before completing your purchase.

Personalized, Custom, and Made-to-Order Items

All personalized, custom, and made-to-order items are final sale and are not eligible for returns, exchanges, or cancellations once production has begun.

This includes, but is not limited to:

• Custom silhouette needlepoint canvases
  
  

• Personalized needlepoint canvases
  
  

• Custom-painted or custom-printed canvases
  
  

• Made-to-order designs
  
  

• Any item created specifically for the customer based on submitted photos, names, initials, artwork, colors, or personalization details
  
  

Because these items are created specifically for you, they cannot be restocked or resold.

If there is an issue with your order due to an error on our part, please contact us so we can review the situation and work toward a fair solution.

Digital Products

All digital products are final sale.

Due to the nature of digital delivery, we do not accept returns, exchanges, cancellations, or refunds for digital items once the order has been placed or the file has been delivered.

This includes, but is not limited to:

• Digital needlepoint charts
  
  

• Paint-your-own canvas guides
  
  

• Downloadable patterns
  
  

• Printable reference charts
  
  

• Digital instructions
  
  

• Any other downloadable file or digital product
  
  

Please review the product description carefully before purchasing to make sure the digital item is right for your needs.

Non-Custom Physical Products

For non-custom physical products, we may accept a return or refund request if the item arrives with a manufacturing defect, damage, or an error caused by AW Needlework Designs.

Eligible non-custom physical products may include items such as:

• Blank needlepoint canvas
  
  

• Standard supplies
  
  

• Ready-to-ship accessories
  
  

• Non-personalized physical products
  
  

To request a return or refund review, please contact us within 7 days of delivery.

Your request should include:

• Your order number
  
  

• A brief description of the issue
  
  

• Clear photos of the item, packaging, and any defect or damage
  
  

We will review the information and determine whether the item is eligible for a replacement, store credit, partial refund, full refund, or return.

Items Not Eligible for Return

The following items are not eligible for return or refund:

• Personalized items
  
  

• Custom-made items
  
  

• Made-to-order items
  
  

• Digital downloads
  
  

• Gift cards
  
  

• Items damaged by improper handling, storage, use, or stitching
  
  

• Items returned without prior approval
  
  

• Items that are not in their original condition
  
  

Return Approval Required

Please do not send any item back without contacting us first. Returns must be approved in advance.

If a return is approved, we will provide return instructions. Items must be returned in unused condition and, when possible, in the original packaging.

Unauthorized returns may not be accepted or refunded.

Return Shipping

If a return is approved due to a manufacturing defect, damage, or an error caused by AW Needlework Designs, we will provide instructions regarding return shipping.

If a return is approved for any other reason, the customer may be responsible for return shipping costs.

Original shipping charges are non-refundable unless the issue was caused by an error on our part.

Refunds

Once an approved return is received and inspected, we will notify you of the refund decision.

If approved, refunds will be issued to the original payment method. Please allow time for your bank or credit card company to process and post the refund.

Depending on the situation, AW Needlework Designs may offer one of the following resolutions:

• Replacement item
  

• Store credit
  

• Partial refund
  

• Full refund
  

• Repair or correction, when applicable
  
  

Order Issues or Questions

If you have an issue with your order, please contact us as soon as possible so we can help.

Contact:

AW Needlework Designs

Email: aw@awneedleworkdesigns.com

Please include your order number and photos when contacting us about a damaged, defective, or incorrect item.

Policy Updates

AW Needlework Designs may update this Return & Refund Policy from time to time. The policy posted on this page at the time of purchase will apply to your order.