Cancellation & Refunds

You have 14 days to cancel a distance order without giving any reason, counted from the day the contract is made. For digital content there is one - and only one - thing that can shorten it: your own express consent at the checkout to the download beginning inside that period, given together with your acknowledgement that this ends the right for what has been supplied.

Nothing else shortens it. Not opening an email, not visiting this site, not the passage of time inside the 14 days, and not anything written on this page.

Regulation 37 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 asks for two separate things, so the checkout asks two separate questions, in two separate boxes:

1. that you ask for the download to begin inside the 14 days; and
2. that you understand you lose the right to cancel for what has been supplied once it has begun.

Neither box is ticked when the checkout is drawn, nothing ticks them for you, and neither is required: a box that arrives already ticked is not express consent, and a checkout that refused to go on without them would be forcing the consent it claims to be asking for. Leaving either one alone is an ordinary, complete order - the download waits until the 14 days have passed and the right to cancel runs in full.

Both answers, whichever way you gave them, are written into the order and repeated in the shop's written confirmation, so you hold your own copy of what you agreed to and when.

This is the model wording the Regulations set out for telling you about the right to cancel. It is reproduced rather than rewritten, and the note under it says exactly which of the model's alternatives have been taken and which of its paragraphs - all of them about goods, of which this shop supplies none - have been left out.

The wording below is the shop's own, not the Regulations'. It says how regulation 37 is handled here, in the shop's words.

Tell the shop, in any clear statement, that you are cancelling. An email to support@monograms.live is quickest; a letter to Maksym Ahapodchenko, 106 St Matthew's Gardens, Cambridge CB1 2PT, England, United Kingdom works just as well.

No particular form of words is needed. "I am cancelling my order" is enough, and so is the model form in the clause filed under AM-245. What helps is the order reference and the date, so that the right order is found first time.

What counts is when you send it, not when it is read: a cancellation sent on the fourteenth day is in time even if it is opened the next morning.

You may use this form, but you do not have to.

Within 14 days of the shop being told that you are cancelling, and by the same means you paid by, unless you expressly agree to something else. No fee is charged for making a refund: regulation 34 of the Regulations does not allow one.

The whole amount comes back, because the whole amount was for the collection: there is no delivery charge to withhold and no administration fee to deduct. The money leaves this end within that period; how long it then takes to appear on your statement is your card provider's business rather than the shop's.

Under the Consumer Rights Act 2015, digital content has to be of satisfactory quality (section 34), fit for any particular purpose you made known before buying (section 35), and as described (section 36). The description is the collection page: the number of designs, the names of the designs, the file formats and the hoop. A download that is missing a format, missing a design, or that will not open, falls short of it.

Where it does, you may require a repair or a replacement (section 42), and where that cannot be done, or is not done within a reasonable time and without significant inconvenience to you, a reduction in price (section 44), which may be the whole price. This applies whether or not the 14-day cancellation period has ended, and nothing on this site takes it away or shortens it - section 47 makes a term that tried to of no effect.

Write to support@monograms.live with the order reference and say what happened. Where the fault is in a file, the answer is a corrected file, sent as soon as the problem is understood.

Said here so that nobody is surprised later, and not as a way of refusing anything.

• A design stitched in a hoop smaller than the one its collection page names. The hoop is printed on every card, on every collection page and in the reference itself.
• A machine that reads none of the four formats supplied. The formats are listed everywhere the collection is, and a question about yours is answered before you order.
• Puckering or distortion from a stabiliser or a cloth other than the one the collection is drawn for. Each collection page says what it is drafted against.
• A design you resized, re-digitised or converted yourself, or a step in the stitch guide not followed.

None of that is a refusal in advance. If you think a file is wrong, write and say so, and it will be looked at properly rather than measured against this list. Your statutory rights are not affected by anything in this clause.

Complaints go to support@monograms.live, or by post to 106 St Matthew's Gardens, Cambridge CB1 2PT. A complaint is answered within two working days of arriving, and the answer says what will be done and by when. If the answer does not satisfy you, nothing on this site affects your statutory rights, and free advice is available from Citizens Advice.

All 12 collections are sold on these terms, and this page applies to every one of them. Payment is not connected yet, so no order has been paid for and no refund is outstanding; this page is published in full now so that it can be read before an order is ever placed.

This edition is dated 17 September 2026.