A PDF cannot be returned; once you have it, you have it. That is why the checkout asks you to confirm that you want the file straight away and understand that this ends the right to change your mind. In exchange, we make sure what you get is right, and if it is not, we fix it or refund it.
The three exceptions
- 1
The file will not open. If a pattern will not open on two different devices or apps after re-downloading from your library, we send it another way, and if that fails too, we refund it.
- 2
The pattern has an error we cannot fix in reasonable time. Report it through a support ticket with the row and what went wrong. Errors are corrected and republished, usually within a few days. If we cannot fix a reported error within 14 days, we refund the pattern.
- 3
You were charged twice. Duplicate charges for the same order are refunded in full as soon as we see them; tell us and we will look straight away.
What is not a reason for a refund
- The pattern was harder than expected. Check the skill level and the techniques listed on the pattern page before buying, and ask Levix AI or support if unsure.
- You bought the wrong size or pattern. Every purchase includes all sizes, so the size is never wrong; if you bought the wrong pattern, contact us within 24 hours before downloading and we can usually swap it.
- The yarn or finished item did not turn out as hoped. Gauge and yarn choice are in your hands; we are happy to help you troubleshoot.
How refunds are paid
Refunds go back to the payment method you used, through the payment provider, and usually appear within five to ten business days depending on your bank. When a pattern is refunded it is removed from your library. Your order page shows the refund once it has been issued.
If you live in the EU or UK, see also the right of withdrawal. Nothing on this page limits your legal rights as a consumer.
