Business approval is required for eligibility, request deadlines, refund methods, processing times and contact details before this policy is adopted.
About this policy
This review draft covers purchases through DigitalVirtualShop. Before it becomes effective, the operator must confirm its legal identity, contact information, refund eligibility, request deadlines and processing times. Product-specific conditions should be clearly disclosed before purchase. Nothing here removes mandatory rights under applicable law.
How to request help
Open a support ticket from your account and include your order number, the affected product and a short explanation of the issue. Where useful, attach a screenshot with personal or payment details concealed. Keep the ticket reference so you can follow the conversation. Never share passwords, recovery codes or full card details.
Missing or incorrect delivery
Check your order status, delivery details and email folders first. If the item has not arrived as described, the link does not work or you received the wrong item, contact support. Explain what you expected and what happened. A payment marked pending may require verification before delivery; do not pay again without checking the transaction.
Digital products & activation issues
Digital items cannot be returned as a physical parcel. If access, activation or a download fails, provide the error message and relevant device or compatibility details. Depending on the issue and your legal rights, a suitable remedy may include assistance, correction, replacement or a refund. This draft does not impose a blanket no-refund rule on digital products.
Cancellations & change of mind
Contact support as soon as you wish to cancel. Eligibility can depend on the product, whether supply has started, any valid consent for immediate digital delivery and applicable law. Downloading or activating a product does not automatically remove all consumer rights. The operator must confirm the cancellation rules and any required checkout consent before adopting this policy.
Duplicate or unrecognized payments
If you believe you paid twice, provide the order number and transaction references so the payments can be checked. For an unrecognized payment, contact your payment provider promptly and notify store support. Never send security codes or online-banking credentials. A pending authorization is not always a completed duplicate charge.
Review & resolution
A request needs to be checked against the order, payment record and reported problem. Additional non-sensitive evidence may be requested. Submitting a ticket is not automatic refund approval. The operator must specify its response target and escalation contact before publication. Contacting support does not prevent you from exercising rights or remedies available under applicable law.
Refund method & timing
For an approved refund, confirm the amount, currency, payment destination and reference with support. The final policy must state the refund method and applicable deadlines; this draft does not promise a fixed processing period. Payment-provider settlement times may differ from store processing times. Store credit must not replace a legally required monetary refund without an appropriate basis or agreement.
Account credit, top-ups & promotions
Top-up and account-credit questions should include the relevant transaction reference. Where an order used both credit and another payment method, the resolution must account for both portions. Review any promotion terms disclosed at purchase. No additional credit-expiry, withdrawal or non-refundable conditions are established by this draft.
Physical returns, if applicable
If a listing includes a physical item, request the applicable return instructions before sending it anywhere. The operator must publish the return address, time limits, condition requirements and allocation of return costs for those items. This page does not provide a return address or authorize shipping to an assumed location.
Related policies & updates
Read our Terms & Conditions and Privacy Policy alongside this page. An effective date and final business details must be added after review. Later changes must not retrospectively remove mandatory rights relating to an existing purchase.
Start with your order. We’ll start with your question.
Include your order number and a short description when contacting support. Keep passwords and payment secrets private.
Open a support ticket →