Refund and Returns Policy

Refund Policy

Effective date: 25 August 2025

Operator & Contact

Avatar Craft (the “Website”) is operated by NEWBRIDGE CAPITAL BATH LTD (Company No. 15793827), a company registered in England & Wales. Registered office: Dept 6101, 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA. Contact: info@avatar-craft.com. Website: https://avatar-craft.com/

1. Summary

One‑off purchases of downloadable digital content (no subscriptions).
A 14‑day statutory right to cancel applies only until download/access begins.
Once you request immediate access and the download or access starts, the right to cancel is lost.
Defective or failed downloads are eligible for replacement or refund after reasonable troubleshooting.
Refunds are returned to the original payment method in the original transaction currency (USD, EUR, AUD, CAD); processing times depend on your payment provider.

2. Who this Policy applies to

This Policy applies to consumers purchasing digital content on the Website. Business purchasers are not entitled to withdrawal rights under consumer legislation but may receive remedies for defective content.

3. Cooling‑off (Withdrawal) Right for Digital Content

3.1. If you are a UK/EEA consumer, you have a 14‑day right to withdraw from a distance contract unless an exception applies.
3.2. For digital content not supplied on a tangible medium, you lose the right to withdraw once download or access begins, after you have expressly requested immediate access and acknowledged you will lose your right to cancel. We capture this consent at checkout.
3.3. If you have not started the download/access and wish to cancel within 14 days of purchase, contact us using the instructions in Section 7.

4. Non‑Refundable Situations (after access begins)

Any purchase where the digital content has been downloaded or accessed (including rendering, streaming, or in‑app generation events).
Change‑of‑mind after access begins.
Compatibility issues where the item functions as described and industry‑standard formats are supported (see Section 6).

5. Defective or Failed Downloads — Our Remedies

5.1. If the file is corrupted, incomplete, or cannot be accessed after reasonable attempts, we will: (a) provide a fresh download link or corrected file; or (b) refund the purchase price if replacement is not feasible.
5.2. We may ask for basic diagnostics (error screenshots, order ID, device/OS, browser/app version).
5.3. Server logs (timestamped access events, IP/device signals) may be used to confirm download status.

6. Minimum Requirements & Troubleshooting

You are responsible for maintaining a supported device, sufficient storage, and a stable internet connection. Before requesting a refund for a failed download, please attempt the following steps:

Retry the download from your account page or the link in your order email.
Disable VPNs/ad‑blockers that may block download endpoints; switch to another network.
Try a different browser/app or clear cache and cookies.
Ensure your device can open common image formats (e.g., JPG, PNG).

7. How to Request a Cancellation or Refund

Email info@avatar-craft.com with the subject “Refund Request — Avatar Craft”. Include:

Order number, purchase date, and the email address used at checkout;
Item name/URL;
Whether any download/access was started (if applicable, attach a screenshot or short description of the issue);
For failed/defective items: error screenshots and the troubleshooting steps you tried (see Section 6).

We aim to acknowledge requests within 2 business days and to provide a resolution within 7 business days.

8. Refund Method, Currency & Timing

8.1. Refunds are issued to the original payment method in the original payment currency (USD, EUR, AUD, CAD).
8.2. Processing times vary by payment provider (typically 5–10 business days after approval).
8.3. We are not responsible for exchange‑rate differences, card issuer fees, or foreign transaction charges.
8.4. If a refund cannot be processed to the original method (e.g., expired card), we will contact you for an alternative solution.

9. Misuse, Fraud & Chargebacks

We may suspend accounts and decline future orders where we reasonably suspect fraud, abuse, or excessive chargebacks.
We may submit evidence (server logs, download/access records, correspondence) in response to payment disputes.

10. Coupons, Promotional Codes & Complimentary Items

Coupons, promo codes, and complimentary items have no cash value, are non‑refundable, and may be subject to expiry dates and usage limits.

11. Credits/Tokens (if introduced)

If we later offer platform‑limited credits/tokens: (a) they will be usable only within the Website; (b) they will be non‑transferable and not redeemable for cash; (c) unused credits may be refundable within statutory periods; (d) once used to access content, they are non‑refundable. Credits/tokens would not be e‑money or cryptoassets.

12. Your Statutory Rights & Governing Law

Nothing in this Policy affects your statutory rights. This Policy is governed by the laws of England & Wales, and disputes shall be subject to the jurisdiction of the courts of England & Wales, without prejudice to mandatory consumer protections of your habitual residence.

13. Contact

For any questions or to submit a request under this Policy, contact info@avatar-craft.com.

Annex A — Model Withdrawal Form (for digital content not yet accessed)

Complete and email to the address above within 14 days of purchase if you have not started download/access.

To: NEWBRIDGE CAPITAL BATH LTD, Dept 6101, 43 Owston Road, Carcroft, Doncaster, United Kingdom, DN6 8DA, info@avatar-craft.com
I/We hereby give notice that I/We cancel my/our contract for the purchase of the following digital content:
Order number:
Purchased on (date):
Name of consumer(s):
Address of consumer(s):
Email used for the order:
Signature of consumer(s) (only if this form is notified on paper):
Date:

Annex B — Troubleshooting Checklist (attach with your request)

A short description of the error you encountered;
Screenshots of error messages (if any);
Device, OS, and browser/app versions;
Network used (home/office/mobile) and whether VPN/ad‑blocker was active;
Time(s) you attempted to download and any reference numbers displayed.