The short version
Every case is a digital product delivered by email. Once your case opens and the clues start arriving, I cannot take the files back, so I do not offer refunds for change of mind. If something is genuinely wrong on my end, a faulty file, a double purchase, or emails that never arrived, I will put it right. That might mean a fix, a replacement, or a refund. You will get a real answer, not a hopeful one.
Change of mind
Because the cases are digital files and a story you cannot unread, I do not offer refunds if you change your mind after purchase. If you are unsure whether a case is right for you or your machine, email me before you buy and I will give you an honest answer, including telling you not to buy it if it is not a good fit.
Faulty or misbehaving files
If a design will not stitch out, email me first. If the fault is in the file, I will fix it or replace it, and if I cannot put it right, I will refund you. If the fault turns out to be in the hoop, I will help you find it, because whatever has gone wrong has almost certainly gone wrong in my hoop first.
Duplicate or accidental purchases
Bought the same case twice, or clicked buy when you meant to browse? Email me with your order number and I will refund the duplicate or accidental order in full. No interrogation required.
Clue emails that never arrived
If your clues have not turned up, that is a delivery problem, not a lost cause. Check your spam or junk folder first, then email me and I will make sure every file reaches you. If for some reason I cannot get the case to you at all, I will refund you in full.
How refunds are paid
Approved refunds go back to your original payment method, in the currency you paid, usually within 5 to 10 business days depending on your bank.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you are buying from outside New Zealand, any consumer rights you have under your local law still apply too.
How to reach me
For anything to do with an existing order, email clues@mysteryshesewed.com with your order number. For questions before you buy, use the contact form.