Refund & Cancellation Policy

At SOFANATIC, we want our customers to feel confident when purchasing our digital embroidery software and licences.

Digital Products

All products sold through our website are digital products. After successful payment, customers receive their purchased software or licence information electronically using the email address provided during checkout.

Refunds

Because digital software licences and activation information are delivered electronically, all sales are generally final once the licence or activation information has been delivered.

However, we will consider refund requests in the following situations:

• The purchased licence is invalid or cannot be activated due to an issue on our side.
• The wrong product was delivered due to an error made by us.
• The product is technically defective and we are unable to provide a working replacement or resolve the issue.

Refund requests must be submitted within 14 days of purchase.

We may request reasonable information, such as screenshots or error messages, to verify the issue before approving a refund.

Non-Refundable Situations

Refunds generally cannot be provided where:

• The licence has already been successfully activated.
• The customer purchased the wrong version or product.
• The customer's computer does not meet the software's system requirements.
• The customer changes their mind after receiving the digital product.
• The customer is unable to use the software because of an issue with their own device or operating system.

Refund Processing

Approved refunds will be issued to the original payment method. Processing times may vary depending on the customer's bank or payment provider.

For assistance, please contact our customer support team with your order number and details of the issue.