Last updated: October 27, 2026. HeartCrochet sells digital pattern files rather than physical finished products. If there is a problem with an order or download, please use the Contact page so the issue can be reviewed.
When to contact us
Please get in touch if a purchased file is unavailable, corrupted, incorrect, or not as described, if the same order appears to have been charged more than once, or if you cannot access a file for an eligible order. Include the order reference, product name, checkout email address, and a short description of the issue. Do not include a payment password or complete card information.
How a request is reviewed
We review the order status, supplied file, and download permissions to understand the problem. Depending on the issue, an appropriate response may include a corrected usable file, restored access, clarification of the supplied format, or a refund where appropriate. Troubleshooting does not remove any remedy required by applicable law.
Digital files and change-of-mind requests
A digital file cannot be returned in the same way as a physical item. That fact does not create a blanket exclusion of consumer rights. A change-of-mind or other cancellation request is reviewed in light of the order circumstances, access already provided, and applicable legal requirements. No waiver of mandatory rights is created by this policy.
If a refund is issued
Approved refunds are processed using the original payment route where available. A payment provider or bank can affect the time before funds appear. The store will not ask you to provide a payment password or send a separate payment to receive a refund.
Before buying
Read the pattern language, materials, included files, and digital-delivery information on the product listing. A purchase is for instructions; a finished item and physical supplies are not included. Ask through the Contact page if an important product detail is unclear.