Refund Policy

1. General principle

Refunds are limited to situations where we have not completed delivery due to a technical or operational failure on our side. Once a cosmetic item has been sent as an in-game gift to the Epic nickname you confirmed, our service obligation is fulfilled and monetary refunds are not available except where the law requires otherwise.

2. When a refund may be approved

We may issue a full or partial refund only if:

• The order was paid but delivery never started because of a verified FNZone system or staffing failure.
• Delivery could not be completed after good-faith troubleshooting and the fault is not attributable to your account settings, Epic platform limits, or an incorrect nickname you supplied.
• Duplicate billing or a confirmed technical overcharge occurred.
• The catalog item became unavailable before delivery and you do not accept a replacement of equal value.
• For multi-item orders, only undelivered lines qualify; delivered gifts remain non-refundable.

3. When refunds are not available

No refund will be granted when:

• The gift already appears on the recipient Epic account (locker / delivery confirmation in order logs).
• You changed your mind after successful delivery, dislike the cosmetic, or dispute a correctly fulfilled order.
• Delivery failed because Epic rules were not met (friend timer, disabled gifts, friend cap, regional lock) and you did not fix eligibility in time.
• You provided the wrong nickname and the gift was accepted on that account before you notified us.
• You open a bank chargeback without contacting support first — we may share delivery evidence with your payment provider.

4. What counts as “delivered”

Delivered means the item is present on the Epic account nickname confirmed at checkout (visible in-game or equivalent proof in our order record).

5. How to request help

Contact us before initiating a payment dispute. Include your order ID, Epic nickname, item name, and a short description. Approved refunds return through the original payment channel; we do not store full card numbers on our servers. Processing typically takes 5–10 business days depending on your bank.