Refund Policy | ZeoLaunch

Last Updated: August 2026

Thank you for choosing Zeolaunch.

Zeolaunch provides digital design products for creative projects, including SVG designs, T-shirt and craft designs, machine embroidery designs, and other downloadable digital files.

Because our products are delivered digitally, there are no physical products to return. Please carefully review the product description, preview images, included file formats, compatibility information, and other product details before completing your purchase.

By purchasing from Zeolaunch, you acknowledge and agree to the terms of this Refund Policy.

1. Digital Products Only

Zeolaunch sells digital products only. No physical products will be manufactured, packaged, or shipped.

Our digital products may include SVG, PNG, EPS, DXF, PDF, machine embroidery files, and other digital design formats, depending on the individual product listing.

SVG & T-Shirt / Craft Design Files

Our SVG and digital craft designs may be created for use with compatible cutting, design, printing, and crafting software or machines, including applications such as Cricut and Silhouette.

Depending on the product, downloadable files may include:

SVG – Suitable for compatible cutting machines and design software
PNG – High-resolution image with a transparent background where specified
EPS – Suitable for compatible vector design software
DXF – Suitable for compatible CAD, cutting, and design applications
PDF – Printable design or reference file

The exact file formats included with each product are specified on the individual product listing.

Customers are responsible for reviewing the product description and included file formats before purchasing.

Machine Embroidery Design Files

Selected Zeolaunch products may also include digital machine embroidery designs intended for compatible embroidery machines and embroidery software.

Files included in download:

EXP – Melco and compatible embroidery machines
DST – Tajima and widely supported embroidery machines
HUS – Husqvarna Viking embroidery machines
PES – Brother and Baby Lock embroidery machines
VP3 – Husqvarna Viking embroidery machines
INF – Compatible embroidery machines and software
XXX – Singer and compatible embroidery systems
PDF – Printable design preview
BMP – Design preview/reference image
JEF – Janome embroidery machines

Important: Not every embroidery product includes every file format listed above. The exact formats included with each purchase will be clearly stated on the individual product listing.

Customers are responsible for checking that the selected file format is compatible with their embroidery machine, embroidery software, or intended workflow before purchasing.

No physical embroidery product, finished garment, embroidery hoop, or other physical item will be shipped unless specifically stated otherwise on the product listing.

2. General Refund Policy

Due to the nature of downloadable digital products, all sales are generally final once the digital files have been delivered, downloaded, or successfully accessed.

Digital products cannot be physically returned after delivery. Therefore, refunds are generally not available for personal preference, change of mind, or accidental purchases.

However, we understand that technical problems or order-related issues can sometimes occur. We may consider a refund, replacement, corrected file, or another appropriate resolution when a legitimate issue affects your purchase.

3. Refund Eligibility

A refund, replacement, or other appropriate resolution may be considered in the following circumstances.

A. Corrupted or Damaged Files

If the purchased files are corrupted, incomplete, damaged, or otherwise unusable due to an issue with the files provided by Zeolaunch, please contact us.

We will first attempt to provide a corrected or replacement file. If the issue cannot reasonably be resolved, a refund may be considered.

B. Download or Access Problems

If you are unable to download or access your purchased files because of a technical issue with our website or file delivery system, please contact our support team.

We will make reasonable efforts to help you access the files or provide an alternative download solution.

If the issue cannot be resolved, a refund may be considered.

C. Duplicate Purchases

If you accidentally purchase the same digital product more than once, please contact us with the relevant order information.

After verifying the duplicate transaction, we may consider an appropriate resolution, which may include a refund for the duplicate purchase.

D. Incorrect Product Delivery

If you receive files that are significantly different from the product described or advertised on the product listing, please contact us.

After reviewing the order and product information, we may provide a corrected file, replacement product, or refund where appropriate.

E. Missing Files

If a file format specifically listed as included with your purchased product is missing from your download, please contact us.

We will investigate the issue and, where applicable, provide the missing file or another appropriate resolution.

4. Non-Refundable Situations

Refunds will generally not be issued for:

Change of mind after purchase
Personal preference changes after purchase
Accidental purchases
Failure to read the product description before purchasing
Failure to review the included file formats
Failure to check software or machine compatibility before purchasing
Lack of knowledge about how to use design, cutting, or embroidery software
Software incompatibility when the required format or compatibility information was clearly stated on the product page
Machine incompatibility when the required format or compatibility information was clearly stated on the product page
Requesting a file format that was not included in the original product listing
Requesting additional file formats that were not included with the purchased product
Products that have already been successfully downloaded or accessed
Incorrect use of the purchased files
Failure to follow provided instructions
Changes in personal project requirements after purchase
Changes in personal preference after purchase
Dissatisfaction with a design when the delivered product matches the product listing and description

Customers are strongly encouraged to review all product information before purchasing.

5. Software and Machine Compatibility

Customers are responsible for confirming that the purchased file formats are compatible with their intended software, machine, or workflow.

For example, customers purchasing machine embroidery designs should verify that their embroidery machine or software supports the required embroidery format.

Customers purchasing SVG, PNG, EPS, DXF, or other craft files should verify that their intended cutting, design, printing, or crafting software supports the purchased format.

Zeolaunch cannot guarantee compatibility with every software program, embroidery machine, cutting machine, operating system, application, or third-party platform.

If you are unsure whether a particular file format is suitable for your intended use, we recommend contacting us before purchasing whenever possible.

6. Technical Assistance

If you experience a problem with your purchased files, we encourage you to contact our support team before requesting a refund.

Many common issues can be resolved through technical assistance, including:

Download problems
ZIP extraction problems
Missing files
File-opening problems
File-format questions
Basic access problems
Software compatibility questions
Embroidery file access issues
Cutting-file access issues

We will make reasonable efforts to help customers resolve legitimate technical issues.

7. Refund Request Time Limit

Refund requests should be submitted within 7 calendar days of the purchase date.

Requests submitted after this period may not be eligible for consideration unless exceptional circumstances apply or a different period is required by applicable law.

To help us review your request efficiently, please provide complete and accurate order information.

8. How to Request a Refund

To request a refund or report a problem with your purchase, please contact us at:

Support Email: support@zeolaunch.com

Please include the following information:

Order number
Product name
Purchase date
Email address used for the order
Description of the issue
Relevant screenshots, if applicable
Any error message you received
Other information that may help us investigate the issue

Providing complete information can help us process your request more efficiently.

9. Refund Review Process

Once we receive your refund request, we will review the order and the circumstances of the issue.

Depending on the situation, we may:

1. Provide technical assistance;

2. Provide a corrected file;

3. Provide a replacement file;

4. Provide a missing file;

5. Offer another reasonable resolution; or

6. Approve a refund where appropriate.

Submitting a refund request does not automatically guarantee a refund.

Each request may be reviewed based on the specific circumstances, order information, product details, and applicable requirements.

10. Refund Processing Time

If a refund is approved, it will generally be processed within 5–10 business days.

The time required for the refunded amount to appear in your account may vary depending on your payment method, payment processor, bank, or financial institution.

Zeolaunch does not control the processing time of third-party payment providers after a refund has been issued.

11. Chargebacks and Payment Disputes

If you experience an issue with your purchase, we encourage you to contact us at support@zeolaunch.com before initiating a chargeback or payment dispute.

We will make reasonable efforts to investigate legitimate concerns and resolve them directly.

If a chargeback or payment dispute is initiated, we may provide relevant order, transaction, delivery, and customer-service information to the applicable payment provider for investigation.

Unauthorized or fraudulent payment activity may be investigated and handled in accordance with applicable payment-provider procedures and applicable law.

12. Promotional and Discounted Purchases

Unless otherwise stated, the same refund rules apply to products purchased using:

Discount codes
Coupons
Promotional offers
Sale prices
Other special offers

Purchasing a product at a discounted price does not automatically create additional refund rights.

13. Third-Party Software and Services

Some Zeolaunch digital products may be used with third-party software, applications, websites, embroidery machines, cutting machines, or other services.

Zeolaunch is not responsible for changes, interruptions, restrictions, compatibility issues, or service availability caused by third-party platforms or software.

Customers are responsible for checking the current requirements and compatibility of any third-party software, machine, or service they intend to use.

14. Product Description and Customer Responsibility

Before completing a purchase, customers should carefully review:

Product description
Product preview images
Included file formats
File specifications
Compatibility information
Product dimensions or design details where applicable
Any other information provided on the product listing

By completing a purchase, the customer acknowledges that they have had the opportunity to review the product information before purchasing.

15. Policy Changes

Zeolaunch reserves the right to update or modify this Refund Policy from time to time.

Any changes will be posted on this page with an updated Last Updated date.

The policy applicable to an order will generally be the policy in effect at the time of purchase, subject to applicable laws and regulations.

16. Contact Us

If you have any questions about this Refund Policy, your order, or a technical issue with a purchased digital product, please contact us.

Zeolaunch