Refund policy
Machine System Returns
Due to the nature of industrial sewing, embroidery, quilting, and specialty equipment, machine system returns are handled on a case-by-case basis and require prior authorization from the manufacturer, supplier, or Heritage Stitch Systems where applicable.
Return requests for machine systems must be submitted within 30 days of delivery for evaluation and approval consideration.
Approved returns may be subject to manufacturer or supplier return policies, inspection requirements, return authorization procedures, and applicable restocking fees.
Customers are generally responsible for return shipping and freight costs unless the item is confirmed to be defective, damaged upon arrival, or shipped in error.
Machine systems that have been installed, assembled, modified, used, or placed into service may not be eligible for return.
Custom-ordered equipment, special-order items, and products built or configured to customer specifications may be non-returnable.
Items returned without prior authorization will not be accepted.
Parts, Accessories & Consumables
Smaller items including accessories, replacement parts, tools, lighting, oils, maintenance products, needles, bobbins, and similar consumable items may generally be returned within 30 days of delivery if unused and in original packaging.
Certain consumable, electrical, opened, used, or special-order items may not be eligible for return.
Customers are responsible for confirming compatibility and product specifications before purchase.
Return approval for accessories and smaller items may vary depending on the product type and manufacturer guidelines.
Customers are generally responsible for return shipping costs unless the item is defective, damaged, or shipped incorrectly.
Damages and Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item so we can evaluate the issue and assist with resolution.
Visible freight damage should be noted with the carrier at the time of delivery whenever possible.
Claims related to shipping damage should be reported promptly after delivery.
Exchanges
Equipment exchanges are not processed directly. If a return is approved, a separate purchase may be placed for the replacement item.
Refunds
Once an approved return is received and inspected, we will notify you regarding the approval or rejection of your refund.
Approved refunds will be processed to the original payment method after inspection, verification of eligibility, and any applicable manufacturer or supplier review requirements.
Refunds can only be issued to the original payment method used at the time of purchase.
Refund timing may vary depending on inspection requirements, manufacturer coordination, freight return processing, and financial institution processing times.
Please allow additional time for your bank or credit card provider to complete the transaction after a refund has been issued.
Warranty & Manufacturer Support
Many machine systems include manufacturer warranties that are administered directly through the manufacturer or authorized supplier.
Heritage Stitch Systems will assist customers in coordinating warranty-related communication, manufacturer support, and resolution efforts where applicable.
Warranty coverage, duration, and terms vary by manufacturer and product.
Contact Us
For return requests, warranty-related questions, shipping damage claims, or refund inquiries, please contact: