At MyCreativeFX we want you to be happy with your purchases. This page explains when we offer refunds, how to request one, how subscription cancellations work, and how to contact our support team. Read the sections below and use the sample email at the end to speed up your request.
• Digital downloads: Generally non-refundable after download, unless the product is defective, corrupted, or materially different from its description.
• One-time purchases: Refunds considered if the file is unusable or broken and we cannot provide a working replacement.
• Subscriptions: You may cancel anytime. Refunds for subscription charges are handled case-by-case; we typically consider refunds for unauthorized charges, billing mistakes, or within a short grace period after renewal.
• Unauthorized charges: If you did not authorize a charge, contact support immediately — we investigate and resolve these urgently.
• Processing time: Approved refunds are processed within 5–10 business days of approval and may take additional time to appear on your bank or card statement.
Digital download purchases (single items) • If you download the file: refunds are generally not provided simply for a change of mind.
• If the file is corrupted, missing essential elements, or not as described: submit a support request with order ID, screenshots, and a clear description. We will attempt to fix or replace the asset. If we cannot, we’ll issue a refund at our discretion.
• Before requesting a refund, please check that you can open the file in supported software and that you have the correct codecs/plugins. We are happy to help troubleshoot.
Subscription plans (monthly / yearly / trial) • Cancellation: You can cancel anytime from your account dashboard. Cancellation prevents future renewals; it does not automatically refund already-processed billing cycles.
• Refunds for renewals: We review refund requests for renewals on a case-by-case basis. Factors we consider: time since renewal, usage of account during the billing period, and the reason for the request.
• Free trials: If you were charged during a free trial due to a processing error, contact support immediately and we’ll investigate.
Unauthorized charges & fraud • If you believe a charge was made without your consent, contact support immediately with your order reference, the date/amount of the charge, and any relevant bank evidence. We prioritize these cases and will investigate promptly.
License questions & post-refund use • Refunding a purchase does not grant you permission to continue using that asset. If a refund is issued, you must stop using the asset immediately in any new content.
Chargebacks • If you open a chargeback with your bank before contacting us, please know we will respond with transaction details and may contest the claim if the purchase is legitimate. We prefer to resolve disputes directly—contact support first to avoid delays.
HOW TO REQUEST A REFUND (step-by-step)
Gather information: order number, email used for purchase, product name(s), purchase date, screenshots or videos showing the problem (if applicable).
Email support at: hello@mycreativefx.com (or submit a ticket via your MyCreativeFX account).
Subject line suggestion: Refund request — Order #ORDERNUMBER — PRODUCT NAME
In your message include: order number, short description of the issue, what resolution you want (replacement or refund), and attachments (screenshots, error messages).
We will reply within 1–3 business days to acknowledge receipt and may ask for additional details. After investigation, we’ll confirm whether a refund or exchange is approved.
WHAT WE NEED FROM YOU • Order number or purchase receipt.
• Description of the issue and what you’ve tried (software used, steps to reproduce).
• Screenshots, error logs, or a short screen-capture video if relevant.
• For unauthorized charges: a copy or screenshot of the bank statement line showing the charge helps speed up investigation.
PROCESSING TIME • Acknowledgement: 1–3 business days.
• Investigation and decision: usually within 3–7 business days after receiving your full details.
• Refund processing: once approved, refunds usually reach your card or PayPal within 5–10 business days (bank processing times vary).
CONTACT & SUPPORT HOURS • Email: hello@mycreativefx.com
• Ticket: Log in to your account and open a Support Ticket (MyCreativeFX dashboard → Support).
• Response time: Typical acknowledgement within 1–3 business days. For urgent billing issues (unauthorized charge), mark the subject URGENT and we’ll prioritize it.
• Business hours: Monday–Friday, 09:00–18:00 (local office time). We may reply outside these hours depending on volume.
SAMPLE REFUND REQUEST EMAIL (copy, paste, edit) Subject: Refund request — Order #12345 — [Product Name]
Hello MyCreativeFX Support,
I’m requesting a refund for Order #12345 placed on [date]. Product: [product name].
Reason: [explain briefly — e.g., file corrupted / missing assets / unauthorized charge / charged during free trial].
What I’ve tried: [list any troubleshooting steps]. I’ve attached screenshots and the purchase receipt.
Desired resolution: [refund / replacement / account credit].
Account email: [your email]
Thank you,
[Your name]
FAQ
Q: Can I get a refund if I accidentally purchased the wrong file?
A: We may be able to assist—contact support promptly and we’ll review your request. If no download occurred and the mistake is quick, we’re more likely to help.
Q: What if I can’t download my purchase?
A: Contact support with the order number and the error you see; we’ll fix file links or provide an alternative.
Q: Will a refunded asset still appear in my account?
A: If refunded, the asset will be removed from your library and you must stop using it in new projects.
Contact us and we’ll get back to you as soon as possible.
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