Introduction

At Flux Surface, we strive to ensure your complete satisfaction with our products and services. We understand that situations may arise where you might need to request a refund. This Refund Policy outlines the terms and conditions for refunds and returns of products and services purchased through our website fluxsurface.sbs.

This policy forms part of our Terms and Conditions and should be read in conjunction with them. By making a purchase from Flux Surface, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Products and Services Covered

This Refund Policy applies to the following products and services:

  • Digital Products: E-books, digital art resources, downloadable tutorials, and other digital content.
  • Online Courses and Workshops: Pre-recorded courses, webinars, and interactive online workshops.
  • Physical Products: Art supplies, printed materials, and merchandise.
  • Subscriptions: Premium membership subscriptions providing access to exclusive content and resources.

Refund Eligibility

Digital Products

Due to the nature of digital products, all sales are generally final. However, refunds may be considered under the following circumstances:

  • The digital product is significantly different from its description on our website.
  • Technical issues prevent you from accessing or using the digital product, and our customer support team cannot resolve these issues within a reasonable timeframe.
  • The download link or access credentials were not delivered within 24 hours of purchase, and the issue was reported to our customer support team.

Refund requests for digital products must be submitted within 7 days of purchase.

Online Courses and Workshops

For pre-recorded courses and workshops:

  • A full refund is available within 14 days of purchase if you have completed less than 20% of the course content.
  • No refunds will be issued after 14 days of purchase or if you have completed more than 20% of the course content.

For live workshops and webinars:

  • Full refunds are available up to 7 days before the scheduled event.
  • A 50% refund is available between 7 days and 48 hours before the scheduled event.
  • No refunds will be issued within 48 hours of the scheduled event.
  • If you cannot attend a live workshop, you may transfer your registration to another person or request access to a recording (if available) instead of a refund.

Physical Products

For physical products, refunds are available under the following conditions:

  • The product is returned within 30 days of delivery.
  • The product is in its original condition, unused, and with all original packaging and tags.
  • You provide proof of purchase.

Please note that shipping costs for returning physical products are the responsibility of the customer unless the product was delivered damaged or incorrect.

Subscriptions

For subscription-based services:

  • Monthly subscriptions: You may cancel at any time, and your subscription will remain active until the end of the current billing period. No partial refunds are provided for unused portions of the current billing period.
  • Annual subscriptions: A prorated refund may be available within the first 30 days if you are unsatisfied with the service. After 30 days, no refunds will be issued for the remaining subscription period.

Non-Refundable Items and Services

The following items and services are non-refundable:

  • Gift cards and vouchers (unless required by applicable law).
  • Personalized or custom-made products created specifically for you.
  • Downloadable digital products after the download has been initiated or access has been granted.
  • Any product or service clearly marked as "non-refundable" at the time of purchase.

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer support team at [email protected] or through the contact form on our website.
  2. Include the following information in your request:
    • Your full name and email address used for the purchase
    • Order number or transaction ID
    • Date of purchase
    • Product or service for which you are requesting a refund
    • Reason for the refund request
    • Any relevant supporting documentation (e.g., screenshots of errors, photos of damaged products)
  3. For physical products, you will receive return instructions after your refund request is reviewed.

Refund Processing Time

Once your refund request is approved, we will process it according to the following timeframes:

  • Digital Products and Subscriptions: Refunds will be processed within 5-7 business days.
  • Online Courses and Workshops: Refunds will be processed within 5-7 business days.
  • Physical Products: Refunds will be processed within 10-14 business days after we receive the returned item and verify its condition.

The time it takes for the refund to appear in your account depends on your payment method and financial institution:

  • Credit or debit cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank transfers: 5-7 business days

Refund Method

Refunds will be issued using the same payment method used for the original purchase:

  • Credit or debit card purchases will be refunded to the same card.
  • PayPal purchases will be refunded to your PayPal account.
  • Bank transfers will be refunded to the originating account.

In the event that the original payment method is no longer available or valid, we will contact you to arrange an alternative refund method.

Damaged or Defective Products

If you receive a damaged or defective physical product:

  1. Contact us within 48 hours of receiving the product.
  2. Provide clear photographs showing the damage or defect.
  3. We will arrange for a replacement or refund, including return shipping costs.

For digital products with technical issues:

  1. Contact our technical support team first at [email protected].
  2. Our team will attempt to resolve the issue within 48 hours.
  3. If the issue cannot be resolved, a refund will be considered based on the circumstances.

Cancellations

Event and Workshop Cancellations

If Flux Surface cancels a scheduled workshop, webinar, or event:

  • You will receive a full refund of your registration fee.
  • Alternatively, you may choose to transfer your registration to another date or event of equal value.

Subscription Cancellations

To cancel a subscription:

  1. Log in to your account on our website.
  2. Navigate to the subscription management section.
  3. Select the "Cancel Subscription" option.
  4. Follow the prompts to confirm your cancellation.

Alternatively, you can email [email protected] with your cancellation request.

Remember that cancellation will take effect at the end of your current billing period, and you will continue to have access to subscription benefits until that time.

Special Circumstances

We understand that exceptional circumstances may arise. In cases of serious illness, family emergency, or other extraordinary situations that prevent you from using our products or services, please contact us directly. We will review these situations on a case-by-case basis and may offer accommodations outside our standard refund policy.

Statutory Rights

This Refund Policy does not affect your statutory rights. If you are based in the European Union or United Kingdom, you have the right to cancel your order within 14 days of receiving goods (Consumer Contracts Regulations) or within 14 days of ordering services, with certain exceptions for digital content and personalized items.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

Contact Information

If you have any questions about our Refund Policy, please contact us:

Flux Surface

31 Smith Plains
Lake Vickyfurt WR2 4RX
United Kingdom

Email: [email protected]

Phone: +44 889 006 1683