Refunds & Returns Policy
Refunds & Returns Policy
Last Updated: June 2026
At Patchcrafts.com, we are committed to providing high-quality embroidered patches and embroidery products. If you are not completely satisfied with your purchase, please review our policy below.
Return Eligibility
We accept returns, replacements, or refunds only if:
The item arrives damaged.
The item is defective.
You receive the wrong item.
A manufacturing error has occurred.
To be eligible, you must contact us within 14 days of delivery and provide clear photographs of the item and packaging.
Non-Returnable Items
The following items are not eligible for return, refund, or exchange:
Digital embroidery design files.
Sale or clearance items.
Custom or personalized products that match the approved design.
Products damaged due to misuse, improper application, alteration, or normal wear and tear.
Orders where incorrect information, measurements, or customization details were provided by the customer.
Custom & Personalized Products
Most embroidered patches sold by Patchcrafts are custom-made or produced to order.
Once a design, customization, or production proof has been approved by the customer and production has begun, the order cannot be cancelled, returned, or refunded unless:
The item arrives damaged.
The item contains a manufacturing defect.
The final product differs significantly from the approved design.
Digital Products
Due to the nature of digital products, all downloadable embroidery design files are non-refundable and non-returnable after purchase.
If you experience any issues downloading or accessing your files, please contact us and we will be happy to assist.
Order Cancellations
Orders may be cancelled before production begins.
Once production has started, custom embroidered patch orders cannot be cancelled, modified, or refunded.
If you need to request a cancellation or change, please contact us as soon as possible after placing your order.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect:
Contact us within 14 days of delivery.
Include your order number.
Provide photographs of the item and packaging.
Our team will review your claim and respond as quickly as possible.
Depending on the situation, we may:
Replace the item.
Offer a partial refund.
Issue a full refund.
Lost or Delayed Shipments
For tracked shipping services, we will assist customers in opening an investigation with the carrier if a parcel appears lost or significantly delayed.
For orders shipped without tracking, delivery cannot be guaranteed once the package has been dispatched. Customers who require shipment tracking should select a tracked shipping method during checkout.
Patchcrafts is not responsible for delays caused by customs inspections, postal disruptions, weather conditions, transportation issues, strikes, or other events beyond our control.
Incorrect Shipping Address
Customers are responsible for providing complete and accurate shipping information.
If an order is returned due to an incorrect or incomplete shipping address provided by the customer, additional shipping charges may be required before the order can be resent.
Refused Deliveries
If a customer refuses delivery of an order, any return shipping fees, customs charges, or carrier fees incurred will be deducted from any eligible refund.
Original shipping charges are non-refundable.
Customs Duties & Import Taxes
International customers are responsible for any customs duties, taxes, import fees, or other charges imposed by their country’s customs authorities.
These charges are not included in the purchase price or shipping costs paid to Patchcrafts.
Exchanges
We replace items only if they are damaged, defective, or incorrectly supplied.
To request an exchange, please contact us at:
Email: sales@patchcrafts.com
Refund Process
Once your return or claim has been received and approved:
You will receive confirmation by email.
Your refund will be issued to the original payment method used during purchase.
Refunds are typically processed within 5–10 business days, depending on your payment provider.
Late or Missing Refunds
If you have not received your refund:
Check your bank account or credit card statement.
Contact your bank or payment provider, as processing times may vary.
If you still have not received your refund, contact us at sales@patchcrafts.com.
Return Shipping Costs
To return a product, please send it to:
E.M.B. Lanka (PVT) Ltd
133/10, School Lane
Halpita, Polgasowita
Sri Lanka 10230
Customers are responsible for return shipping costs unless the return is the result of our error.
Original shipping charges are non-refundable.
For valuable returns, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.
Contact Us
If you have any questions regarding refunds, returns, exchanges, or order support, please contact us:
Email: sales@patchcrafts.com
Patchcrafts.com
E.M.B. Lanka (PVT) Ltd
133/10, School Lane
Halpita, Polgasowita
Sri Lanka 10230