Refund Policy

1. Introduction

At Heillcaser, we strive to provide high-quality virtual reality experiences that meet or exceed your expectations. We understand that sometimes circumstances arise where you may need to request a refund. This Refund Policy outlines the conditions under which we offer refunds for our products and services.

By purchasing any of our products or services, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.

2. Refund Eligibility

2.1 Digital VR Experiences

For digital VR experiences purchased through our website or app:

• Unused Experiences: If you have not downloaded, accessed, or streamed the VR experience, you may request a full refund within 14 days of purchase.
• Used Experiences: If you have downloaded, accessed, or streamed the VR experience, you may be eligible for a refund within 7 days of purchase if you experience significant technical issues that prevent proper functioning, provided that:
  • The issue is not due to your hardware or internet connection
  • You have contacted our technical support team and they have been unable to resolve the issue
  • You have used the experience for less than 30 minutes

2.2 Subscription Services

For subscription-based services:

• New Subscriptions: You may cancel within 14 days of starting a new subscription and receive a full refund if you have accessed fewer than 3 experiences.
• Renewal Charges: If you are charged for a renewal and wish to cancel, you may request a prorated refund for the unused portion of your subscription period, provided you request it within 7 days of the renewal charge.

2.3 Physical Products

For physical products (VR accessories, branded merchandise, etc.):

• Unopened Products: Full refund available within 30 days of delivery, provided the product is returned in its original, unopened packaging.
• Opened Products: Refund may be available within 14 days of delivery if the product is defective or significantly not as described. The product must be returned in its original packaging with all accessories and documentation.

3. Conditions for Refund

To be eligible for a refund, the following conditions must be met:

• The request must be made within the specified timeframe for the particular product or service
• You must provide proof of purchase (order number, receipt, or confirmation email)
• For technical issues, you must have made a reasonable effort to resolve the issue with our support team
• For physical products, the item must be returned in accordance with our return instructions
• The purchase must have been made directly through Heillcaser (purchases made through third-party retailers are subject to their refund policies)

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Gift cards or vouchers (unless required by law)
• Customized or personalized VR experiences created specifically for you
• Experiences or services marked as "non-refundable" at the time of purchase
• In-app purchases or consumable virtual items
• Subscriptions canceled after the specified refund period
• Physical products that have been damaged after delivery
• Services that have been fully performed

5. Refund Process

5.1 How to Request a Refund

To request a refund, please:

1. Log in to your Heillcaser account
2. Navigate to "Purchase History" in your account settings
3. Select the order you wish to request a refund for
4. Click "Request Refund" and follow the instructions

Alternatively, you can contact our customer support team at refunds@heillcaser.com with the following information:

• Order number
• Date of purchase
• Product or service purchased
• Reason for requesting a refund
• Any relevant details or documentation (screenshots of errors, etc.)

5.2 Refund Review Process

Once we receive your refund request, we will:

1. Review your request and purchase history
2. Verify that your request meets the eligibility requirements outlined in this policy
3. For technical issues, our support team may attempt to assist you in resolving the problem before processing a refund
4. For physical products, we will provide return instructions and process your refund after receiving the returned item

5.3 Refund Processing Time

If your refund request is approved:

• Digital Products: Refunds are typically processed within 5-7 business days.
• Subscriptions: Refunds are typically processed within 5-7 business days.
• Physical Products: Refunds are typically processed within 10-14 business days after we receive the returned item.

The time it takes for the refund to appear in your account depends on your payment method and financial institution, and may take an additional 3-10 business days.

6. Refund Methods

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

• Credit/Debit Cards: Refunded to the original card used for purchase
• PayPal: Refunded to your PayPal account
• Bank Transfer: Refunded to the original bank account
• Store Credit: In some cases, we may offer store credit as an alternative to a monetary refund

If the original payment method is no longer available or valid, we will work with you to determine an alternative refund method.

7. Returns for Physical Products

7.1 Return Process

For physical products eligible for return and refund:

1. Contact us to receive a Return Authorization Number (RAN) and return instructions
2. Package the item securely in its original packaging with all accessories and documentation
3. Clearly mark the RAN on the outside of the package
4. Ship the item to the address provided in the return instructions
5. Retain proof of shipping until the return has been processed

7.2 Return Shipping Costs

Return shipping costs are handled as follows:

• If the return is due to our error (wrong item shipped, defective product, etc.), we will cover the return shipping costs
• If the return is for any other reason, you are responsible for the return shipping costs

8. Exceptions and Special Circumstances

We understand that special circumstances may arise. We may consider exceptions to this refund policy on a case-by-case basis, at our sole discretion. If you believe your situation warrants special consideration, please contact our customer support team with details of your circumstances.

In cases of unauthorized purchases or suspected fraud, please contact us immediately at security@heillcaser.com or call +444775181996.

9. Promotional Offers and Discounts

Products or services purchased with promotional discounts or as part of a special offer may have different refund terms, which will be specified at the time of purchase. Generally:

• If a partial refund is issued for a discounted purchase, the refund amount will be proportional to the discounted price paid
• Free items or bonuses included with a purchase must be returned along with the main product to be eligible for a refund
• Products marked as "Final Sale" or purchased during clearance events may not be eligible for refunds

10. 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. The "Last Updated" date at the top of this policy will indicate when the latest revisions were made.

The refund policy in effect at the time of your purchase will apply to your transaction. We recommend reviewing this policy before making each purchase.

11. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us through one of the following methods:

Customer Support:
Email: refunds@heillcaser.com
Phone: +444775181996
Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT

Mailing Address:
Heillcaser Refund Department
36 Pete Hollow
Matthewsmouth CB2 8HH
United Kingdom

We aim to respond to all refund inquiries within 2 business days.