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Refund policy

Last updated October 23, 2026

Love it or your money back within 14 days. We'd rather fix your pattern first, but if it isn't right, you can have your money back.

Try a free change first

For 30 days after buying, you can change the size, framing, colors, style and text for free — most problems (too big, too many colors, wrong style, a typo in the name) are fixed in a minute. See changing your pattern.

How to get a refund

  1. Go to My patterns and choose Request a refund next to the order.
  2. Tell us briefly what went wrong.
  3. Your first refund within 14 days of purchase is approved automatically.

A person reviews the request instead (and replies within two business days) when:

  • you've had a refund from us before,
  • a gift code from the order has already been redeemed, or
  • you've used the extra pattern credits from a 3-pack.

You can also write to support@hoopandpaw.com with your order number.

What happens next

Refunds are paid by Paddle, our reseller, to the original payment method. They usually arrive within 5–10 business days, depending on your bank. After a refund, the pattern files from that order can no longer be downloaded.

Gift cards and credits

  • Unused gift cards can be refunded within 14 days of purchase.
  • Patterns made with a pattern credit are refunded as part of the original purchase.

If something goes wrong on our side

If we can't make your pattern for a technical reason, we refund you automatically and email you.

This guarantee is in addition to your rights under consumer law. If you're in the EU, EEA or UK, see "Delivery and your right of withdrawal" in our terms.

Chargebacks

If you're unhappy, please talk to us first — a refund is faster for you than a dispute with your bank.