We sell virtual products and digitally delivered goods. Due to the nature of these products, all completed sales are generally final and are not eligible for return, exchange, or refund once the virtual product has been successfully delivered to the customer.
However, we understand that certain exceptional circumstances may occur. In such cases, customers may submit a refund request for our review.
Virtual products cannot be physically returned once they have been successfully delivered. Therefore, under normal circumstances, purchases of virtual products are non-refundable and non-returnable after successful delivery.
A refund request may be considered in certain exceptional circumstances, including:
The purchased virtual product was not successfully delivered.
You were charged more than once for the same order.
You received a different virtual product from the one specified in your order.
A technical error on our website prevented the order from being completed or the virtual product from being delivered.
We are unable to fulfill your order.
The transaction qualifies for a refund under applicable consumer protection laws.
All refund requests are subject to review and approval.
Except where required by applicable law, we generally cannot provide a refund if:
The virtual product has already been successfully delivered to you.
The virtual product has been received, accepted, claimed, redeemed, activated, transferred, used, or otherwise made available to you as intended.
You change your mind after completing the purchase.
You purchased the wrong product due to an error on your part.
You no longer want or need the product after it has been delivered.
The value, popularity, availability, or market conditions relating to the virtual product change after your purchase.
You are unable to use the product because of circumstances outside our reasonable control.
Your account or access to a third-party platform is restricted, suspended, terminated, or otherwise unavailable for reasons unrelated to us.
You fail to complete any required action necessary to receive the product within the applicable timeframe.
The refund request is determined to involve fraud, abuse, manipulation, or misuse of our refund process.
Once a virtual product has been successfully delivered, the transaction will normally be considered completed.
If you have completed payment but have not received your virtual product, please contact our customer service team.
We will investigate the order and may attempt to complete or reprocess the delivery.
If we confirm that the order cannot be fulfilled or the virtual product cannot be delivered within a reasonable period of time, you may be eligible for a full refund.
If the virtual product delivered to you is materially different from the product specified in your order, please contact us as soon as possible.
After verifying the issue, we may provide the correct product, offer another appropriate resolution, or issue a refund.
This does not apply where the incorrect purchase resulted from the customer selecting or ordering the wrong product.
If you believe you have been charged multiple times for the same order or charged an incorrect amount, please contact us with your order and payment information.
Once the issue has been verified, any confirmed duplicate or incorrect charge will be refunded where appropriate.
To request a refund, please contact our customer service team within 15 days of the transaction.
Please provide:
Your order number or transaction ID.
The email address associated with your order.
The reason for your refund request.
Any screenshots or other information that may help us investigate the issue.
We may request additional information reasonably necessary to verify the transaction, delivery status, or circumstances surrounding the refund request.
Submitting a refund request does not guarantee that a refund will be approved.
If your refund request is approved, the refund will generally be processed within 15 business days.
Refunds will normally be issued to the original payment method used for the transaction.
After we issue the refund, additional processing time may be required by your bank, card issuer, or payment provider before the funds appear in your account.
For the purpose of resolving refund requests, payment disputes, suspected fraud, or other transaction-related issues, we may review relevant records associated with an order, including payment records, order information, delivery records, acceptance records, and other relevant transaction information.
Where appropriate, such records may also be provided to payment processors, financial institutions, or other relevant service providers for the purpose of resolving a payment dispute or chargeback.
Refund requests involving fraudulent activity, false claims, abuse of the refund process, or attempts to retain the benefit of a successfully delivered virtual product while also obtaining a refund may be denied, except where otherwise required by applicable law.
We reserve the right to restrict or suspend access to our services where we reasonably determine that fraudulent or abusive activity has occurred, subject to our Terms of Service and applicable law.
Nothing in this Refund Policy is intended to exclude or limit any consumer rights that cannot be excluded or limited under applicable law.
Where applicable law provides you with mandatory cancellation, withdrawal, refund, or other consumer rights, those rights will continue to apply.
If you experience an issue with your order or believe that you are eligible for a refund under this policy, please contact our customer service team using the contact information provided on our website.
We will review your request and make reasonable efforts to resolve eligible issues as quickly as possible.
Kimiff LIMITED & 7 COPPERFIELD ROAD, COVENTRYWEST MIDLANDS, ENGLANDCV2 4AQ
English
