Virtual Digital Resource Return and Exchange Policy

I. Policy Overview

Given the unique nature of virtual digital resources, including but not limited to e-books, software licenses, online courses, digital artworks, in-game purchases, etc., their inherent reproducibility and instantaneity make returns or exchanges more complicated compared to physical goods. Therefore, this policy aims to clarify customers' rights and procedures for returning or exchanging virtual digital resources under specific circumstances.

II. Scope of Application

This policy applies to all virtual digital resources purchased through our company's official website, authorized partner channels, or designated third-party platforms.

III. Return Conditions

1. Unused/Unactivated: In rare cases, if the customer immediately discovers a significant technical issue (such as inability to download, file corruption, etc.) with the virtual resource after purchase and has not yet used or activated it, a return request may be submitted.

2. Incorrect Purchase: Due to our company's system error or customer operational mistake resulting in an incorrect purchase, and if the resource has not been used or activated, the customer may apply for a return.

3. Legal Requirements: Where customers are entitled to unconditional returns under relevant laws and regulations, our company will comply accordingly.

IV. Exchange Conditions

1. Quality Issues: If the virtual resource has quality issues (e.g., content errors, incorrect version, etc.), and these issues are not caused by improper use by the customer, the customer may apply for an exchange for the same or equivalent other virtual resource.

2. Compatibility Issues: If the virtual resource cannot be used normally on the customer's device due to unclear product descriptions or unspecified compatibility requirements, and upon verification, the customer may apply for an exchange.

V. Application Process

1. Submit Application: Customers must submit return/exchange requests through our company's official website customer service system, email, or designated contact method, providing the order number, proof of purchase, and a detailed description of the issue.

2. Review and Processing: Our company will review the application within a reasonable time (generally no longer than 7 working days) after receipt to confirm compliance with return/exchange conditions.

3. Execution:

   • Return: If approved, our company will refund the purchase amount through the original payment method, with the refund time varying depending on the payment platform.
   • Exchange: If approved, our company will offer exchange options for the customer to choose from and issue the new virtual resource upon confirmation.

4. Notify Customer: Regardless of the application's outcome, our company will notify the customer of the result via email or phone.

VI. Notes

1. Timeliness: Customers should submit return/exchange applications promptly after discovering issues, as exceeding a certain period (e.g., within 7 days of purchase) may affect the application's acceptance.

2. Evidence Retention: Customers should keep purchase receipts and relevant evidence such as issue screenshots for submission during the application process.

3. Special Goods: Some virtual resources may not be subject to this policy due to copyright, technical restrictions, etc., as specified in the product details page.

4. Right of Final Interpretation: Our company reserves the right to interpret and modify this policy as needed.