This Refund and Returns Policy explains the terms and conditions regarding refunds, cancellations, and returns for purchases made through www.findluno.com.
Because all products offered by FindLuno are digital products, this policy differs from traditional physical product return policies.
- Digital Products Only
FindLuno provides digital games and digital entertainment content only.
We do not sell physical goods, and therefore:
No physical items are shipped;
No shipping carrier is used;
No tracking number or delivery receipt is generated;
No physical returns are required.
All purchases are delivered electronically through online access, download links, or email instructions where applicable.
- Digital Delivery and Refund Eligibility
Once payment has been successfully processed, digital products may be delivered immediately.
Due to the nature of digital content, once access to the purchased product has been provided, the product cannot be physically returned.
Customers should carefully review product descriptions before completing a purchase.
- Right of Withdrawal for Digital Content
Under applicable European consumer protection laws, consumers generally have a 14-day right of withdrawal for distance contracts.
However, for digital content supplied electronically, this right does not apply once delivery has started, provided that the customer:
Has expressly requested immediate delivery of the digital content; and
Has acknowledged that they lose their statutory right of withdrawal once delivery begins.
By completing a purchase and requesting immediate access to digital content, you expressly agree that:
Once digital delivery begins, you acknowledge and accept that you waive your 14-day right of withdrawal and cannot request a return or refund based solely on a change of mind.
- Non-Refundable Situations
Refunds are generally not available in the following situations:
The customer changes their mind after digital delivery has started;
The customer no longer wishes to use the purchased content;
The customer purchased the wrong product despite the product description being clearly provided;
The customer has accessed, downloaded, or used the digital product;
The customer cannot use the product due to incompatible personal equipment or internet limitations.
- Technical Issues and Refund Requests
We understand that technical problems may occur.
Customers may contact us for assistance if:
The purchased digital product cannot be accessed;
The product is unavailable due to a verified technical issue;
A payment was completed but delivery failed due to an error on our side.
Our support team will review each request individually and attempt to resolve the issue.
If a technical problem cannot be resolved within a reasonable period, a refund may be considered where required by applicable law.
- Unauthorized Transactions
If you believe that a payment was made without your authorization, please contact us immediately.
We may request relevant information to verify the transaction, including:
Order details;
Payment confirmation information;
Account information;
Other details necessary to investigate the claim.
Unauthorized chargeback requests without prior contact with our support team may delay the investigation process.
- Duplicate Payments
If you have accidentally completed a duplicate payment for the same product, please contact us.
After verification, we will review the transaction and provide an appropriate resolution.
- Chargebacks and Payment Disputes
Before initiating a chargeback or payment dispute, customers are encouraged to contact FindLuno directly so we can investigate and resolve the issue.
We maintain transaction records, payment confirmations, delivery records, and customer communication records to help resolve payment disputes fairly.
- How to Request Support
To request assistance regarding a purchase, please contact us with:
Your name;
Email address used during purchase;
Order or transaction reference;
Description of the issue;
Relevant screenshots or supporting information.
We aim to respond to all customer inquiries within 24 hours.
- Contact Information
Email:difference@findluno.com
Address: 7 Temasek Boulevard, #12-07, Suntec Tower One, Singapore 038987
Tel: +65 68181911