Refund policy

Last updated: 7 October 2026

1. Application

1.1 This Refund Policy forms part of our Terms of Service. Terms defined there have the same meaning here.

1.2 This policy is in addition to, and does not limit, your Non-Excludable Rights, including the consumer guarantees under the Australian Consumer Law and your statutory rights in the United Kingdom and the European Union.

2. Before Delivery

2.1 You may cancel an Order, or any part of it, at any time before the relevant Item is Delivered. We will refund the amount paid for the cancelled Items in full.

2.2 If we are unable to deliver an Item, including where it becomes unavailable or where clause 8.4 of the Terms applies, we will refund the amount paid for it.

3. After Delivery

3.1 We do not provide refunds if you have simply changed your mind after an Item has been Delivered.

3.2 You are entitled to a replacement or a refund where:

• (a) an Item was not Delivered;
• (b) the Item Delivered does not correspond to the variant you selected, including its dye, perks or quantity; or
• (c) within 30 days after Delivery, the Item is removed from your Game account or becomes unusable as a result of action by the Game Operator that was not caused by your own conduct.

3.3 Where an Item does not correspond to the variant selected, we will first offer to deliver the correct Item. Where the failure is major, or where we cannot deliver the correct Item within a reasonable time, you may choose a refund instead.

3.4 The following do not, of themselves, entitle you to a refund, without affecting your Non-Excludable Rights:

• (a) delivery to an incorrect In-game Username that you supplied;
• (b) the disclosed characteristic described in clause 4.4 of the Terms;
• (c) changes made by the Game Operator after the Item Protection Period, or changes to an Item's in-game value; and
• (d) action taken by the Game Operator because of your own conduct.

4. European Union and United Kingdom customers

4.1 You may withdraw from an Order within 14 days without giving a reason. Because Items are digital, the right of withdrawal ends when the Item is Delivered, provided that before checkout you expressly requested that Delivery begin during the withdrawal period, you acknowledged that you would lose the right of withdrawal on Delivery, and we confirmed this to you by email.

4.2 To withdraw before Delivery, email us at support@fantasywzstore.com with a clear statement of your decision, or use the model form below. We will refund all payments received from you without undue delay and in any event within 14 days of receiving your notice, using the same means of payment you used, at no cost to you.

4.3 Model withdrawal form. (Complete and return this form only if you wish to withdraw from the contract.)

5. How to request a refund

5.1 Email support@fantasywzstore.com with your order number, the In-game Username and a short description of the problem. A screenshot of the Item in your inventory helps us resolve claims under clause 3.2(b) or (c) quickly.

5.2 We will acknowledge your request within one Business Day and give you our decision within three Business Days.

5.3 Approved refunds are made to the original payment method. Refunds are issued promptly; your card issuer may take 5 to 10 Business Days to credit them. We cannot refund currency conversion or foreign transaction fees charged by your card issuer.

6. Payment disputes

6.1 We ask that you contact us before raising a dispute with your card issuer, so that we have an opportunity to resolve the matter. This does not limit your right to raise a dispute.

6.2 We keep a complete record of every Order, including your acceptance of our Terms of Service and this Refund Policy at checkout, your IP address and device information, the In-game Username supplied, our correspondence with you, and timestamped screenshots or recordings of each in-game trade.

6.3 We reserve the right to contest any dispute or chargeback raised in respect of an Item that has been Delivered, and to provide the records described in clause 6.2 to the payment provider, card network and card issuer as evidence of the transaction and its Delivery.

6.4 Where a dispute is raised in respect of an Item that has been Delivered and the payment is reversed, the amount of the reversed payment remains owing to us. We reserve the right to recover it as a debt, including by taking legal action to recover our loss, to request the return of the Item, and to decline any further Orders from you or associated with you.

6.5 Where we reasonably believe that a dispute or claim of non-delivery is false or fraudulent, we reserve the right to report it, together with the supporting records, to the relevant payment provider and card network and, where appropriate, to law enforcement authorities.

6.6 If you raise a dispute or claim of non-delivery that you know to be false, you are responsible for the loss we reasonably incur as a direct result, including the reversed payment and any dispute or chargeback fees charged to us by our payment provider, to the extent that loss was caused by you.

6.7 Nothing in this clause limits a genuine dispute about an unauthorised transaction or an Item that was not Delivered, or any of your Non-Excludable Rights.

6.8 Refunds may be withheld or delayed as described in clause 20.2 of our Terms of Service.

7. Contact

7.1 Questions about this policy may be sent to support@fantasywzstore.com.