Refund policy

1. Eligibility for Returns and Refunds

At FTW, we maintain a strict no-return policy for customer convenience (change of mind). For physical products, only accept requests for returns, replacements, or refunds in the following specific cases:

  • Defective or damaged items: Physical products that arrived damaged or have manufacturing defects.
  • Incorrect items shipped: Items shipped that do not match your order confirmation.

Requests for any of the above must be submitted within seven (7) days of delivery. Please note that digital products are strictly non-refundable (see Section 2).


2. Digital Content and Technical Support

All sales of digital content (e.g., voice packs) are final and strictly non-refundable under any circumstances. In the event of a technical issue that prevents your use of purchased digital content:

  • Notice: You must notify us immediately upon discovering the issue.
  • Support and Resolution Window: Instead of a refund, FTW will provide technical support to resolve the issue, which may include re-issuing the download link or providing a replacement file to ensure you have access to the purchased content.
  • Cooperation: You agree to cooperate with FTW (e.g., providing screenshots of the error) to resolve the issue.


3. Reporting Issues and Contact Information

To request a refund or report an issue with your order, please contact us immediately:

Contact Form: Submit a request via our Contact Form available on the Site.


4. Non-Returnable Items

The following items are strictly final sale and cannot be returned or refunded for customer convenience:

  • Change of mind or customer preference
  • Pre-order or made-to-order items (except in cases of defective/damaged or incorrect items as outlined in Section 1)
  • Digital Products (all sales are final and non-refundable regardless of access or delivery status, see Section 2 for technical support).
  • Items damaged due to customer handling


5. Shipping and Duties

  • Original shipping fees: Non-refundable except in cases where the entire order was incorrect or defective.
  • Customs and Taxes: Any customs duties, VAT, and import taxes paid to your local government are non-refundable by FTW. You may need to contact your local customs office to inquire about duty drawbacks for returned goods.


6. Our Resolution Process for Physical Goods

Based on our assessment and the shipping costs involved, we will provide one of the following:

  • Replacement via Return: We may ask you to return the item to our warehouse. Upon receipt, we will ship a replacement at no extra cost.
  • Direct Replacement (No Return Required): For international orders where shipping is prohibitive, we may authorize a replacement based on photo evidence alone.
  • Refund: If a replacement is unavailable, we will issue a full refund.


7. Refund Processing

Approved refunds will be issued back to the original payment method (Shopify Payments, PayPal, Apple Pay, etc.). Refunds are typically processed within five (5) to ten (10) business days.