Refund policy

1. Digital Products and Right of Withdrawal (EU Customers)

In accordance with Article 16(m) of the EU Consumer Rights Directive, the 14-day Right of Withdrawal (cooling-off period) does not apply to the supply of digital content that is not supplied on a tangible medium.

For all downloadable software, visual assets, VJ loops, and digital products purchased on our store, you explicitly agree that:

  • The execution of the service and delivery of the digital content begins immediately upon completion of your purchase.
  • You waive your right of withdrawal once the download process has started or the digital access link has been provided.

To comply with EU regulations, an automated return and cancellation mechanism is available in your Customer Account dashboard. However, because our products are instant digital downloads, any automated request submitted through this portal for files that have already been delivered or accessed will be legally reviewed and rejected in accordance with this waiver. Consequently, all sales of digital products are final, and we cannot offer automatic refunds or cancellations once the files have been accessed or downloaded.

2. Refund Exceptions

We want you to be completely satisfied with your digital assets. While all digital sales are generally final, we will review refund or exchange requests on a case-by-case basis under the following exceptional circumstances:

  • Manual or Portal Review: If you submit a request via our customer portal or email, it will be evaluated manually.
  • Technical Issues: If the downloaded file is corrupted, defective, or does not function as advertised, and our technical support team cannot resolve the issue within a reasonable timeframe.
  • Double Purchases: If you accidentally purchased the exact same digital item twice in the same transaction or within a 24-hour period.

To request a technical review or refund under these exceptions, please contact us at info@vjgalaxy.com or submit a request through your account portal within 14 days of purchase with your receipt and details of the technical issue.

3. Sale and Promotional Items (EU Compliance)

In compliance with EU consumer protection laws, items purchased during sales, promotions, or using discount codes enjoy the exact same consumer rights as regular-priced items. If a digital product qualifies for an exceptional refund under Section 2, you will be refunded the exact amount paid at the time of purchase.

4. Late or Missing Refunds (if applicable)

If you have been approved for an exceptional refund and haven’t received it yet:

  1. Check your bank account or payment method statement again.
  2. Contact your credit card company or PayPal; it may take some processing time before your refund is officially posted by your financial institution.
  3. If you’ve done all of this and you still have not received your refund, please contact us at info@vjgalaxy.com.

5. Contact Information

For any inquiries regarding our refund practices, technical support for your digital files, or account access, please reach out to us:

  • Email: info@vjgalaxy.com
  • Merchant Details: Alejandro Piñero Amerio, Padrenda, Ourense, Spain.