Refund Policy

Effective Date: May 5, 2026

This Refund Policy governs refund eligibility, replacement requests, cancellations, exchanges, credits, and dispute handling for products and services offered by Bone & Briar Holdings and Chaos Cross Stitch Magazine.

By purchasing products or services through our Services, you agree to this Refund Policy in addition to our Terms of Service and all other applicable policies.

 

General Refund Policy

Due to the nature of our products, including digital downloads, limited edition releases, and specialty printed materials, all sales are generally considered final.

Bone & Briar Holdings does not guarantee refunds, exchanges, cancellations, or returns except where required by applicable law or expressly stated within this policy.

Refund eligibility may vary depending on whether the product purchased is digital or physical.

 

Digital Products

Digital products include, but are not limited to:

• Digital magazine issues
• Downloadable PDF patterns
• Subscriber-exclusive files
• Bonus downloads
• Digital bundles
• Archive access
• Printable charts
• Digital guides and tutorials

Because digital products are electronically delivered and cannot be “returned,” all digital product sales are final once access, delivery, or download has been provided.

 

Non-Refundable Digital Purchases

Refunds will generally not be issued for:

• Buyer’s remorse
• Accidental purchases
• Failure to read product descriptions
• Incompatible software or devices
• Printer-related issues
• Difficulty completing a pattern
• Personal preference regarding design style
• Subscription dissatisfaction after access has been granted
• Failure to download files before expiration or archive changes
• User error during checkout

Customers are encouraged to carefully review product information before purchase.

 

Duplicate Purchases and Technical Delivery Issues

We may, at our sole discretion, provide refunds, replacements, re-delivery assistance, or store credit for digital purchases involving:

• Exact duplicate purchases
• Corrupted files
• Failed download delivery caused by our systems
• Incorrect files being delivered
• Verified technical delivery problems

Approval of these requests is determined solely by Bone & Briar Holdings.

 

Physical Products

Physical products may include:

• Printed magazine editions
• Limited edition printed releases
• Printed cross stitch patterns
• Collector items
• Promotional merchandise
• Subscriber-exclusive physical products

All physical product sales are final.

We do not offer refunds, returns, exchanges, or cancellations for physical products except where required by law.

 

Damaged Physical Products

If a physical product arrives severely damaged, destroyed in transit, or materially unusable due to shipping-related damage, we may, at our sole discretion, provide a replacement copy where inventory allows.

Replacement requests may require:

• Photographs of the product
• Packaging photographs
• Order verification
• Proof of damage
• Timely reporting following delivery

Refunds will not be issued in place of replacements.

We reserve the right to deny replacement requests involving insufficient evidence, abuse, fraud, or customer-caused damage.

 

No International Physical Refunds

Because physical products are only shipped within the United States, international refund or replacement claims for physical merchandise are not applicable.

 

Order Cancellations

Orders may not be canceled once processing, fulfillment, download access, or production has begun.

For pre-orders or limited releases, cancellation requests submitted before fulfillment begins may be reviewed at our discretion, but approval is not guaranteed.

 

Subscription Refunds

If subscriptions or recurring memberships are offered, subscription payments are generally non-refundable once access to subscriber content, archives, or exclusive materials has been granted.

Failure to use subscription benefits does not entitle a customer to a refund.

Customers are responsible for managing renewals and cancellations where self-service account management is available.

 

Chargebacks and Payment Disputes

Customers agree to contact Bone & Briar Holdings before initiating payment disputes or chargebacks whenever reasonably possible.

Fraudulent, abusive, or bad-faith chargebacks may result in:

• Revoked download access
• Subscription termination
• Account suspension
• Permanent purchasing restrictions
• Collection activity
• Legal enforcement where appropriate

We reserve the right to dispute improper chargebacks with payment processors and financial institutions.

 

Store Credit and Exceptions

In certain situations, Bone & Briar Holdings may choose, at its sole discretion, to offer:

• Store credit
• Replacement files
• Replacement physical copies
• Courtesy resolutions
• Alternative download access

These resolutions are voluntary and do not create an ongoing obligation to provide refunds or compensation in future situations.

 

Fraud Prevention

We reserve the right to refuse refunds, replacements, credits, or support where we reasonably suspect:

• Fraudulent activity
• Abuse of refund systems
• Unauthorized file sharing
• Repeated replacement claims
• Chargeback abuse
• Policy manipulation
• Misrepresentation of damages or delivery issues

Accounts involved in suspected abuse may be restricted or permanently banned.

 

Limitation of Liability

To the fullest extent permitted by law, Bone & Briar Holdings shall not be liable for indirect, incidental, consequential, or special damages arising from refund disputes, replacement requests, download issues, shipping delays, or denied claims.

Our maximum liability shall not exceed the amount originally paid for the applicable product or service.

 

Changes to This Policy

Bone & Briar Holdings reserves the right to modify or update this Refund Policy at any time.

Changes become effective upon posting unless otherwise stated.

Continued use of the Services after changes are posted constitutes acceptance of the revised policy.