Refund & Return Policy

This Refund & Return Policy applies to all purchases made through NTEI Embroidery Library, operated by Naija Tailors Empowerment Initiative (NTEI).

1. Digital Product Nature
All embroidery designs sold on this platform are digital downloadable products. Once a file has been accessed or downloaded, it cannot be physically returned.

For this reason, purchases are generally non-refundable except in specific circumstances outlined below.

2. Eligible Refund Situations
We may issue a refund or replacement under the following conditions:

  • The file is corrupted or cannot be opened
  • The downloaded file does not match the product description
  • Duplicate purchase of the same design due to system error
  • Technical issues that prevent access to purchased files after reasonable support attempts

In these cases, we may first attempt to provide a corrected file or alternative download before issuing a refund.

3. Non-Refundable Situations
Refunds will not be provided for:

  • Change of mind after purchase
  • Lack of embroidery software compatibility not stated in product details
  • Accidental purchases by the customer
  • Incorrect hoop size selection where specifications were provided
  • Failure to read product description before purchase
  • Requests made after successful download without technical fault

4. Refund Request Process
To request a refund or replacement, customers must:

  1. Contact us within 7 days of purchase
  2. Provide order number
  3. Describe the issue encountered
  4. Attach screenshots or supporting evidence where applicable

Requests should be sent to: Embroidery@ntei.org.ng

5. Resolution Timeline
Once a request is received:

  • Initial response: within 2–3 business days
  • Investigation and resolution: within 5–10 business days
  • Approved refunds will be processed via the original payment method where possible

6. Support Commitment
Our goal is customer satisfaction and mission impact. We are committed to helping customers successfully use our embroidery designs and will provide reasonable technical assistance where possible.

7. Policy Updates
NTEI reserves the right to modify this policy at any time. Updates will be posted on this page with a revised effective date.

By purchasing from NTEI Embroidery Library, you acknowledge and agree to this Refund & Return Policy.