Refund & Return Policy

This Refund & Return Policy explains the circumstances under which Voucher Marketplace Ltd ("Voucher Marketplace", "we", "our", or "us") may provide refunds, replacements, or account credits for purchases made through our platform.

By placing an order, you acknowledge and agree to this Refund & Return Policy.

1. Digital Nature of Our Products

Voucher Marketplace primarily sells digital gift cards and vouchers that are delivered electronically. Due to the nature of digital products, all purchases are considered final once the voucher has been redeemed or partially redeemed.

We encourage customers to carefully review their order before completing their purchase.

2. Eligibility for Refunds

A refund may be requested if all of the following conditions are met:

• The request is submitted within 14 calendar days of the purchase date.
• The voucher has not been redeemed, either in full or in part.
• The voucher remains valid and has not been altered or transferred.
• Voucher Marketplace is able to verify with the issuing supplier that the voucher has not been redeemed.

Refund requests submitted after the 14-day period may be declined.

3. Redeemed or Partially Redeemed Vouchers

Refunds are not available for:

• fully redeemed vouchers;
• partially redeemed vouchers;
• vouchers that have expired due to customer inactivity or failure to use them within the issuer's validity period;
• vouchers that have been transferred, resold, or otherwise made available to third parties.

4. Invalid or Defective Vouchers

If a voucher is found to be invalid, defective, or cannot be redeemed due to a supplier or technical issue, Voucher Marketplace will first attempt to provide a replacement voucher of the same value.

If a replacement cannot reasonably be provided, the customer will be entitled to either:

• a full refund; or
• store credit,

at the customer's choice.

5. Delivery or API Errors

If an order cannot be fulfilled due to:

• supplier API failures;
• technical delivery errors;
• duplicate voucher generation;
• unavailable inventory;
• other technical issues beyond the customer's control,

Voucher Marketplace will first attempt to complete or replace the order.

Where this is not possible, the customer may choose between:

• a full refund; or
• store credit.

6. Refund Method

Approved refunds may be issued either:

• to the original payment method used for the purchase; or
• as store credit to the customer's Voucher Marketplace account,

at the customer's discretion.

Voucher Marketplace reserves the right to verify ownership of the original payment method before processing any refund.

7. Refund Processing Time

Once a refund has been approved, it will normally be processed within five (5) business days.

The time required for funds to appear on the customer's account depends on the payment provider or financial institution and is outside Voucher Marketplace's control.

8. Right of Withdrawal for Digital Content

Where applicable consumer protection laws provide a statutory right of withdrawal, customers expressly acknowledge and agree that:

• delivery of the digital voucher begins immediately after payment;
• the customer expressly requests immediate performance of the contract; and
• the customer acknowledges that, where permitted by applicable law, this may result in the loss of the statutory right of withdrawal once the digital voucher has been delivered.

The customer will be required to provide this consent during the checkout process.

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded.

9. Fraud Prevention

Voucher Marketplace reserves the right to refuse refunds, cancel orders, suspend accounts, or permanently terminate access to the platform where fraud, abuse, or suspicious activity is detected.

This includes, but is not limited to:

• use of stolen or unauthorized payment methods;
• multiple accounts created to circumvent purchase limits;
• payment fraud;
• chargeback abuse;
• identity fraud;
• suspicious transaction patterns;
• attempts to manipulate promotional offers;
• voucher reselling where prohibited by the issuer;
• any activity reasonably believed to be fraudulent or unlawful.

Where legally permitted, Voucher Marketplace may cooperate with payment providers, financial institutions, law enforcement authorities, and fraud prevention services.

10. Chargebacks

Customers experiencing an issue with an order should contact Voucher Marketplace Support before initiating a chargeback with their payment provider.

Our support team will make every reasonable effort to resolve the matter promptly.

Initiating a chargeback without first contacting support may delay the resolution process and may result in temporary account restrictions while the matter is investigated.

Nothing in this section limits the customer's legal rights to dispute unauthorized transactions.

11. Promotional Credits and Loyalty Points

Unless otherwise stated:

• loyalty points;
• promotional credits;
• referral rewards;
• bonus balances; and
• marketing incentives

are non-refundable, non-transferable, and have no cash value.

If an order is refunded, Voucher Marketplace may deduct or reverse any loyalty points, promotional credits, or rewards associated with that transaction.

12. Order Cancellations

Customers may request cancellation of an order only before the voucher has been generated or assigned.

Once voucher generation has started, cancellation may no longer be possible due to the irreversible nature of digital voucher issuance.

13. Goodwill Refunds

Voucher Marketplace may, at its sole discretion, provide refunds, replacements, account credits, or other forms of compensation as a gesture of goodwill.

Any such goodwill decision:

• does not create any legal entitlement;
• does not establish a precedent;
• does not obligate Voucher Marketplace to provide similar compensation in future cases.

14. Contact

Refund requests should be submitted through our customer support channels as soon as possible.

When contacting support, customers should provide:

• order number;
• email address used for the purchase;
• description of the issue; and
• any supporting documentation or screenshots, where applicable.

Providing complete information helps us investigate and resolve requests more efficiently. You can reach us at support@buy-voucher.com.

15. Changes to this Policy

Voucher Marketplace may update or amend this Refund & Return Policy from time to time to reflect changes in our services, supplier relationships, legal requirements, or operational processes.

The latest version will always be published on our website, and the revised Effective Date will indicate when the changes became applicable.

Continued use of the platform after such changes constitutes acceptance of the updated Refund & Return Policy.