FurryGoods Shop Refund, Cancellation, Chargeback and Dispute Rules (v1.2)

Version v1.2. Unpublished review draft; not effective. Target effective date: 1 October 2026. Actual publication, notice and commencement depend on completion of the required procedures. This draft does not replace currently applicable terms. English is the baseline and prevailing text, subject to mandatory consumer protections. See the package README for outstanding release checks.

Article 1 Scope and principles

In this document, “we”, “us” and “our” mean 香港福瑞谷國際貿易有限公司 (HONG KONG FURRYGOODS INTERNATIONAL TRADE LIMITED), the operator of FurryGoods Shop. “Shop” or the “Platform” means our FurryGoods Shop services. “You” means a user of the services covered by this document. Provisions concerning buyers, creators or other particular capacities apply only to persons acting in that capacity.

These Rules govern cancellation, refunds, physical after-sales service, digital delivery, commission disputes and payment chargebacks for on-Platform orders. We distinguish product type, responsibility and applicable law, rather than treating “customised”, “downloaded” or “received” as absolute non-refund conditions. Undisputed portions are handled first; disputed portions receive grounds and review routes. We provide no universal advance-compensation programme unless separately promised, without excluding refunds, guarantees or our own responsibilities under law and valid agreements.

Article 2 Mandatory consumer rights

No-reason returns, withdrawal for digital content, customisation exceptions, quality remedies and statutory periods follow the law actually applicable and the product type. Exclusion or loss of rights requires satisfaction of the relevant conditions and required notice and consent; general “downloaded”, “received” or “customised” labels do not replace them. Regional supplements and valid terms more favourable to users prevail within their applicable scope.

Article 3 Ordinary cancellation amounts

Unless a more buyer-favourable arrangement or mandatory law applies, cancellation not caused by seller breach results in refund of payment where work has not begun. Where work has begun, deductions may cover reasonable work value and irrecoverable necessary costs directly related to the order, validly agreed beforehand, actually incurred or completed and provable. Labelling all advance payments “deposits” or “scheduling fees” does not justify universal forfeiture. Saved, refundable and reusable costs must be deducted and not counted again within work value. Deductions cannot exceed the payment for the cancelled portion. Additional damages require separate legal grounds and are not automatic deductions.

Article 4 Stage-based calculations

Where stage prices are agreed, actual conforming work is valued up to that stage's price. Without agreed stage prices, “draft 30%, line art 60%, final 100%” does not automatically apply; work records, reasonable value and cost grounds must be provided for both parties to verify. Undisputed portions are refunded first during disputes; disputed amounts follow the Violation and Dispute Handling Rules. After a partial refund, buyers receive only the corresponding licence for paid deliverables they agree to retain. Unpaid portions must not be used, and sellers must not reuse buyer-exclusive character settings, private information or third-party materials without permission.

Article 5 Refunds for seller breach

Non-delivery, material nonconformity, serious delay or inability to grant the promised licence requires lawful repair, re-performance, replacement, price reduction or refund. Buyers must not pay purported progress costs for deliverables clearly incapable of achieving the transaction's purpose. Independently usable portions the buyer agrees to retain may be separately valued; otherwise full refunds and necessary costs follow applicable law. Statutory withdrawal, return, quality and breach remedies apply separately to physical goods, digital goods and commissions, without blanket exclusion for customisation or downloads.

Article 6 Requests and necessary evidence

Buyers may submit an order identifier, issue, request and available evidence through the order's available after-sales channel or our unified email. Sellers must reasonably cooperate with verification and explain delivery, remedial or valuation grounds. We respond under the user-notice rules and specify missing items. We do not require buyers to prove inaccessible internal facts or reject requests for lacking unboxing footage, relying only on off-Platform communications or not using a template.

Before a return, genuine usable business receiving information and cost arrangements must be provided. Private addresses need not generally be public, and the registered address is not the default return address. Delay caused by our or the seller's failure to provide workable arrangements does not remove rights.

Article 7 Physical and digital remedies

Physical quality issues, missing items, misdelivery and transport damage follow the logistics rules. Missing or defective digital files, broken links and incorrect permissions or download allowances follow the digital rules for repair, replacement delivery or refund. Necessary correction incurs no additional creative-revision fee. Where repair cannot achieve the purpose or applicable law permits immediate termination, endless re-performance is not mandatory. Substitute goods or credits require necessary consent.

Following valid cancellation, buyers return the corresponding goods or cease using refunded digital content. Legally necessary evidence may be retained with restrictions. Partial refunds follow valid agreements on retained deliverables and do not automatically revoke all undisputed licences.

Article 8 Refund and chargeback costs

We charge buyers no additional Platform refund-processing fee. Necessary refund costs caused by seller non-performance, nonconformity, defective rights or our own errors are not passed to faultless buyers. Non-refundable third-party channel costs and chargeback fees are allocated according to actual occurrence, advance agreement, responsibility and applicable law. Initiating a chargeback or a third-party debit alone does not automatically make a party wholly responsible. Platform service fees corresponding to refunded portions are proportionately returned or reversed. Credits used to offset them are restored as corresponding credits, not cash. We charge no additional Platform fee for returning fees already collected.

Article 9 Refund execution

We respond to and process valid refund requests under the User Notice and Electronic Service Rules. Once a refund obligation arises, unresolved internal recovery involving us, sellers, suppliers or payment partners does not justify arbitrary delay of refunds due to buyers. We prioritise the original payment channel. If unavailable, we use a lawful alternative after identity verification, duplicate-refund prevention and necessary consent. Coupons or our credits must not be forced in place of cash refunds. Request, approval, submission to the channel and actual receipt must be distinguished.

Article 10 Set-off and recovery

Set-off is limited to debts legally or validly contractually attributable to the same responsible party, due and supported by verifiable calculations, and must satisfy applicable set-off conditions. Notices must identify principal, sums refunded or recovered, actual third-party charges and the basis of responsibility. Substantively disputed amounts remain temporarily retained, not unilaterally converted into established contractual penalties. Necessary third-party clawbacks are not final determinations of civil liability; upheld objections require correction. Duplicate recovery, unagreed punitive charges and automatic transfer of our own fault or supplier procurement debts to creators are prohibited.

Article 11 Bad faith and good-faith remedies

Bad-faith refunds or chargebacks require evidence such as fabrication of material facts, knowingly false claims or concealment of compensation already received for the same loss. Use, download or opening of goods, not contacting support first, or complaints to banks or regulators alone do not prove bad faith. Lawful refund, review, complaint and litigation rights are not extinguished by internal handling or account restrictions. Double recovery for the same loss is prohibited; pursuing different lawful remedies in parallel is not.

Article 12 Coordination of chargebacks, clawbacks and refunds

Buyers may lawfully initiate bank or payment-provider procedures. We disclose available deadlines, evidence requirements and fund status. Parallel refunds require verification of actual recovery to prevent duplicate payment; initiating a chargeback alone does not cancel all after-sales eligibility. Third-party clawbacks and fees are calculated from evidence, valid agreements and responsibility. Substantively disputed amounts are not unilaterally recorded as final penalties.

Once a refund is determined, we submit the instruction within 3 Hong Kong business days and provide tracking, subject to shorter mandatory periods. Actual bank receipt timing is separately explained. We continue following up on channel delays and do not indefinitely delay because internal recovery is unfinished.

Article 13 Periods, review and external remedies

We acknowledge and explain next steps within 3 Hong Kong business days. Once information is sufficient, we provide reasoned views or a specific extension explanation within 7 Hong Kong business days. Complex matters receive updates at least every 14 calendar days; statutory deadlines prevail. You may submit new evidence or reasonable objections and request human review. Internal handling does not replace court or competent-authority decisions. Truthful reviews do not require dispute closure.

Article 14 Updates and language

This document applies together with the FurryGoods Shop Service Agreement. We provide the applicable terms, give required notices and protect existing orders under its provisions on incorporation, priority and updates. Where separate consent is legally required, we act only after obtaining that consent.

Access merely to download existing deliverables, obtain a refund or settlement, appeal or exit does not constitute acceptance of new adverse terms. Continued use has acceptance effects only to the extent permitted by applicable law and after we have completed the necessary procedures.

The English text prevails in the event of ambiguity or conflict between language versions. This does not limit consumer protections or remedies under applicable mandatory law.