Refund & Dispute Policy

1. Our Role as Merchant

KANGAROO TRADE MARKETING LTD, operating as Digital Collectibles Marketplace, is the merchant of record and the seller responsible for digital collectibles and NFT assets, customer communication, support, refunds, disputes, and product delivery.

Any third-party payment provider, card processing partner, checkout provider, or infrastructure provider used during checkout acts only as a technical payment facilitation provider and is not the seller, issuer, creator, marketplace operator, or provider of the NFT or related digital product.

All questions, refund requests, complaints, support requests, or disputes related to the NFT, digital product, access rights, delivery, or customer experience must be directed to Digital Collectibles Marketplace at:

• Email (primary): support@digitalcollectiblesmarketplace.com
• Company: KANGAROO TRADE MARKETING LTD (Reg. No. 17149602, England & Wales)
• Registered address: 20 Wenlock Road, London, United Kingdom, N1 7GU
• Telegram (secondary): DCM support channel

2. Nature of the Product

Digital Collectibles and NFTs sold on Digital Collectibles Marketplace are unique digital assets that can be listed, traded, and collected on the NFT marketplace.

Unless expressly stated otherwise, NFTs sold on Digital Collectibles Marketplace:

• are not financial products;
• are not securities;
• are not investment contracts;
• do not provide guaranteed income, yield, profit, dividends, or financial return;
• do not guarantee resale value or price appreciation;
• do not represent ownership in Digital Collectibles Marketplace or any third-party business.

Customers purchase Digital Collectibles and NFTs for their digital, collectible, and creator-related utility on the marketplace. NFTs are not financial instruments or investment products.

3. Finality of On-Chain Delivery

Digital Collectibles and NFTs are delivered through blockchain transactions on supported networks (currently Polygon). Support for additional networks may be added in future releases. Blockchain transactions may be irreversible once confirmed by the relevant network.

A purchase is considered successfully delivered when the NFT has been minted or transferred to the wallet address provided or connected by the customer during checkout and the transaction has been recorded on the relevant blockchain.

Once an NFT has been successfully delivered on-chain, the purchase is generally final and non-refundable, except where required by applicable law or where Digital Collectibles Marketplace determines that a refund is appropriate under this Policy.

4. When Refunds May Be Available

A refund may be considered if:

1. The customer was charged but the NFT was not delivered due to a technical issue caused by Digital Collectibles Marketplace.
2. The customer was charged more than once for the same purchase.
3. The NFT became unavailable before delivery and no equivalent replacement was provided.
4. The NFT delivered was materially different from the NFT described at the time of purchase.
5. The customer requested cancellation before the NFT was minted or transferred.
6. A refund is required under applicable law.

Each refund request is reviewed individually based on payment status, delivery status, blockchain evidence, customer communications, and the purchase terms accepted at checkout.

5. When Refunds Are Generally Not Available

A refund is generally not available if:

1. The NFT has already been successfully minted or transferred to the wallet address provided or connected by the customer.
2. The customer provided or connected an incorrect wallet address.
3. The customer lost access to their wallet after delivery.
4. The customer changed their mind after successful delivery.
5. The customer did not understand blockchain, wallets, NFTs, or digital asset ownership despite accepting the purchase terms.
6. The customer expected the NFT to increase in value or be resold for profit.
7. The customer failed to review the NFT description, utility, access terms, price, network, or refund conditions before purchase.
8. The NFT or related digital access remains available as described at the time of purchase.
9. The customer's wallet, device, email, or account was compromised after delivery.
10. The issue was caused by a third-party wallet, blockchain network, marketplace, or external platform outside our control.

6. Incorrect Wallet Address

The customer is responsible for ensuring that the wallet address used for delivery is correct and compatible with the relevant blockchain network.

If an NFT is successfully delivered to the wallet address provided or connected by the customer, the purchase will be considered completed, even if the customer later claims that the wallet address was incorrect, inaccessible, or controlled by another person.

7. Failed or Delayed Delivery

If payment is successful but NFT delivery is delayed, pending, or failed, Digital Collectibles Marketplace will review the transaction and may take one or more of the following actions:

• complete the NFT delivery manually;
• retry the mint or transfer;
• deliver an equivalent NFT or access product;
• cancel the order before delivery;
• approve a refund if delivery cannot be completed.

Customers should contact support@digitalcollectiblesmarketplace.com before opening a payment dispute or chargeback.

8. Refund Request Process

To request a refund, the customer must contact support@digitalcollectiblesmarketplace.com within 14 days of the purchase and provide:

• order ID or payment ID;
• payment email or account identifier;
• wallet address used for the purchase;
• NFT collection or listing name;
• reason for the refund request;
• screenshots or supporting evidence, if applicable.

We aim to respond to refund requests within 2–5 business days.

9. Refund Method

Approved refunds will be returned to the original payment method where technically and legally possible.

If refunding to the original payment method is not available, we may offer an alternative refund method subject to applicable law, compliance requirements, payment provider rules, and internal review.

10. Chargebacks and Payment Disputes

Customers are encouraged to contact Digital Collectibles Marketplace support at support@digitalcollectiblesmarketplace.com before filing a chargeback or payment dispute.

If a chargeback or payment dispute is filed after successful NFT delivery, Digital Collectibles Marketplace may provide evidence to the payment provider, acquiring bank, card network, or relevant dispute-handling party, including:

• order ID and payment reference;
• customer email or account identifier;
• wallet address;
• NFT collection name;
• NFT contract address and token ID;
• blockchain network and transaction hash;
• delivery timestamp and blockchain explorer link;
• customer receipt;
• accepted checkout terms and refund policy acceptance;
• customer communications and support history.

11. Third-Party Payment Providers

Third-party payment providers used during checkout are not responsible for the NFT, digital collectible, digital collectible utility, marketplace features, delivery, refund decisions, customer support, product description, or dispute resolution.

All product-related and delivery-related responsibility remains with KANGAROO TRADE MARKETING LTD as the merchant and platform operator of Digital Collectibles Marketplace.

12. Contact

For all refund, delivery, and dispute-related questions, please contact:

• Email (primary): support@digitalcollectiblesmarketplace.com
• Company: KANGAROO TRADE MARKETING LTD
• Reg. No.: 17149602 (registered in England & Wales)
• Address: 20 Wenlock Road, London, United Kingdom, N1 7GU
• Telegram (secondary): t.me/+ZmGa1XwgB2VhNmVi
• Website: digitalcollectiblesmarketplace.com

See also our Terms of Service, NFT Delivery Confirmation Policy, and Privacy Policy.