FluidNetwork

Refund Policy

Last Updated: May 15, 2024

1. Refund Policy Overview

At FluidNetwork, we want you to be completely satisfied with your purchases. We understand that sometimes a product or service may not meet your expectations. This Refund Policy outlines the conditions and procedures for requesting refunds for products and services purchased through our website.

We strive to provide clear information about our products and services so you can make informed purchasing decisions. Please review product descriptions carefully before making a purchase. If you have questions about a product or service, please contact us before completing your purchase.

2. Eligibility for Refunds

2.1 Digital Products

For digital products (e-books, video tutorials, online courses, downloadable art templates, etc.), we offer refunds under the following conditions:

  • Time Frame: Refund requests must be submitted within 14 days of purchase.
  • Usage Limitations: You must not have downloaded, accessed, or consumed more than 25% of the content.
  • Quality Issues: If the product contains technical errors that significantly impact its usability (corrupt files, broken links, etc.).
  • Misrepresentation: If the product description significantly misrepresented the actual content.

2.2 Physical Products

For physical products (art supplies, printed materials, etc.), we offer refunds under the following conditions:

  • Time Frame: Refund requests must be submitted within 30 days of delivery.
  • Product Condition: The product must be returned in its original condition, unused, and with all original packaging and accessories.
  • Defective Products: Products that arrive damaged or defective are eligible for a full refund or replacement.
  • Shipping Costs: Return shipping costs are the responsibility of the customer unless the product was defective or we made an error.

2.3 Subscriptions and Memberships

For subscription-based services (premium content access, member communities, etc.), we offer refunds under the following conditions:

  • New Subscriptions: Refund requests must be submitted within 7 days of the initial subscription purchase.
  • Recurring Payments: We do not offer refunds for subscription payments after the initial 7-day period. You may cancel your subscription at any time to prevent future charges.
  • Service Unavailability: If our subscription service experiences significant downtime (more than 24 consecutive hours), we may offer partial refunds or subscription extensions at our discretion.

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

  1. Send an email to [email protected] with the subject line "Refund Request"
  2. Include the following information in your email:
    • Your full name
    • Order number or transaction ID
    • Date of purchase
    • Product or service purchased
    • Reason for requesting a refund
    • Any relevant supporting documentation (screenshots, photos of damaged products, etc.)
  3. For physical products, we will provide return shipping instructions after reviewing your refund request
  4. For digital products, please confirm that you will delete all downloaded content upon receiving your refund

Alternatively, you can use our online refund request form available at https://fluidnetwork.sbs/refund-request

3.2 Refund Processing Timeline

We process refund requests according to the following timeline:

  • Initial Review: We will review your refund request within 2 business days of receipt.
  • Additional Information: If we require additional information, we will contact you. Please respond promptly to avoid delays in processing your refund.
  • Approval/Denial: After reviewing your request, we will notify you of our decision via email.
  • Processing Time: If approved, refunds will be processed within 5-7 business days.
  • Payment Method: Refunds will be issued to the original payment method used for the purchase.
  • Bank Processing: Please note that after we process your refund, it may take an additional 3-10 business days for the funds to appear in your account, depending on your financial institution.

4. Non-Refundable Items and Situations

The following items and situations are generally not eligible for refunds:

  • Custom or Personalized Products: Products that have been customized or personalized for you are not eligible for refunds unless they are defective.
  • Gift Cards: Gift cards and promotional credits are non-refundable.
  • Services Already Performed: Consulting services, critiques, or other services that have already been performed.
  • Account Credits: Purchases made using account credits or promotional offers may be refunded as store credit only.
  • Excessive Returns: Customers with a pattern of excessive refund requests may be denied future refunds at our discretion.
  • Policy Violations: Purchases associated with accounts that have violated our Terms and Conditions.
  • Delayed Requests: Requests made outside the specified time frames mentioned in Section 2.

5. Partial Refunds

In some cases, we may offer partial refunds:

  • If only a portion of an order is being returned
  • If a product has been partially used or consumed
  • If a product is returned in a condition that prevents us from reselling it at full price
  • For subscription services where you have received partial benefit before requesting a refund

The amount of a partial refund will be determined on a case-by-case basis, taking into account the specific circumstances.

6. Contact Information

If you have any questions or concerns about our Refund Policy, please contact us using the information below:

FluidNetwork Customer Service

465 Simpson Expressway

Adelebury SG18 0HL

United Kingdom

Email: [email protected]

Phone: +447300349125

Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM GMT.