Refund Policy

Last updated: 1 April 2026 — Effective immediately

At Fanvult, we want every customer to be satisfied with their purchase. This Refund Policy outlines the circumstances under which we offer refunds for digital products purchased through our platform at fanvult.com (the "Site"). Please read this policy carefully before making a purchase.

1. Nature of Digital Products

All products sold through Fanvult are digital goods delivered electronically. Unlike physical goods, digital products cannot be "returned" once delivered, as the buyer retains a copy of the product after download.

Because of this, we apply the following principles to our refund process:

• Digital products are considered "delivered" once the download link is sent to your email
• A product is considered "accessed" once the download link has been clicked or the file has been downloaded
• We track download activity to verify whether a product has been accessed
• Refund eligibility may differ depending on whether the product has been accessed

2. Eligible Refund Scenarios

We will issue a full refund in the following situations:

Non-Delivery

If you completed a purchase but did not receive your download link via email within 24 hours, and our support team is unable to resolve the delivery issue, you are entitled to a full refund.

Corrupted or Defective Files

If the downloaded files are corrupted, damaged, or otherwise non-functional, and we are unable to provide a working replacement within a reasonable timeframe (typically 48 hours), you are entitled to a full refund.

Duplicate Charges

If you were charged more than once for the same product due to a technical error, the duplicate charge(s) will be refunded in full.

Product Materially Not as Described

If the product you received is materially different from what was described on the product listing page, you may be eligible for a full refund.

Technical Incompatibility (Pre-Download)

If you discover before downloading that a product is incompatible with your software and contact us within 24 hours of purchase, we may issue a refund on a case-by-case basis.

3. Non-Eligible Refund Scenarios

Refunds will not be issued in the following situations:

• Change of mind — you decided you no longer want the product after it has been delivered or downloaded
• Failure to download — you did not download the product within the access period and the link has expired (contact support for link renewal)
• Software incompatibility (post-download) — the product does not work with your specific software version, where compatibility requirements were listed on the product page
• Unrealistic expectations — the product functions as described, but you expected different results
• Third-party issues — problems caused by your internet connection, device, or software configuration
• Violation of terms — you have violated our Terms of Service, including sharing or redistributing the product

4. How to Request a Refund

To request a refund, follow these steps:

1. Visit our support page
2. Select "Payment Issue" as the issue type
3. Provide your order email address and a detailed description of the problem
4. Submit the form and you will receive a ticket number
5. Our team will review your request and respond via email

Refund Request Deadline

All refund requests must be submitted within 14 days of the original purchase date. Requests submitted after this period will not be considered unless required by applicable consumer protection laws.

5. Required Information

To process your refund request efficiently, please include:

6. Review Process

Every refund request goes through the following review process:

1. Acknowledgement — we confirm receipt of your request (usually within a few hours)
2. Verification — we verify your purchase, check download activity, and review the reported issue
3. Investigation — for technical issues, we may attempt to reproduce the problem or request additional information
4. Resolution — we issue a replacement, credit, or refund based on our findings
5. Notification — you are notified of the outcome via email

We aim to resolve all refund requests within 48 hours. Complex cases may take up to 5 business days.

7. Processing Time

Once a refund is approved:

• The refund is processed to your original payment method
• Allow 5-10 business days for the refund to appear on your statement
• The exact timing depends on your financial institution and payment method
• We will send you a confirmation email once the refund has been initiated

8. Partial Refunds

In some cases, we may offer a partial refund instead of a full refund. This applies when:

• A bundle was purchased and only some items are affected by the issue
• The product was partially as described but missing minor components
• You have already used or benefited from part of the product

9. Chargebacks & Payment Disputes

We encourage you to contact our support team before initiating a chargeback or payment dispute with your bank. Chargebacks are costly for both parties and often take much longer to resolve than a direct refund request.

If you file a chargeback:

• We will provide all relevant transaction evidence to your bank
• Your access to the Site and any purchased products may be suspended during the dispute
• Fraudulent chargebacks may result in permanent account termination

10. Exchanges & Replacements

While we do not offer traditional "exchanges" for digital products, we may offer:

• File replacement — if your download was corrupted, we can generate a new download link
• Link renewal — if your download link expired before you could access it, we can issue a new one
• Product credit — in some cases, we may offer store credit toward a different product

11. Australian Consumer Law

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under the Australian Consumer Law (ACL) or other applicable consumer protection legislation.

Under the ACL, consumers are entitled to certain guarantees regarding the quality, fitness, and description of goods and services. If a product fails to meet a consumer guarantee, you are entitled to a remedy regardless of this policy.

For more information about your rights, visit the Australian Competition and Consumer Commission website.

12. Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request:

Document version 2.0 — Effective 1 April 2026