Refund Policy

1. Introduction

This Refund Policy explains when payments, FC Credit purchases, pack openings, marketplace redemptions, rewards, and deliveries may be cancelled, refunded, replaced, or otherwise remedied.

FCPacks is operated by TopStreaks LTD, London, United Kingdom (“FCPacks”, “we”, “us” or “our”).

This Policy forms part of and should be read together with our Terms of Service. Nothing in this Policy limits any statutory rights or remedies that cannot lawfully be excluded or restricted.

2. General Rule

Except where this Policy states otherwise or applicable law requires otherwise:

• Purchases of FC Credits are final and non-refundable once credited to an account or used.
• A pack opening is final once the opening begins or the reward is revealed or allocated.
• A completed reward redemption is final and irreversible.
• FC Credits have no cash value, are not legal tender, and cannot be exchanged or withdrawn for money.
• We do not provide refunds because a user dislikes a pack outcome, reward, rarity, market value, estimated retail value, or redemption value.

3. FC Credit Purchases

If FC Credits have been correctly credited to the user’s account, the purchase is generally non-refundable, particularly once any of those FC Credits have been spent, transferred where permitted, or used to open a pack or redeem a product.

A user should contact us promptly if:

• They were charged more than once for the same purchase.
• Payment was taken but the FC Credits were not added to the account within a reasonable period.
• The amount charged was incorrect.
• The purchase was made through unauthorised use of the user’s payment method or account.

4. Pack Openings

When a user instructs FCPacks to open a pack, the user requests immediate performance of the digital service. Once the pack opening begins or a reward is revealed or allocated, the transaction is complete and cannot normally be cancelled, reversed, or refunded.

Refunds are not available for:

• An unwanted or lower-value reward.
• A reward that differs from another user’s outcome.
• A change in market price, availability, estimated retail value, or personal preference.
• A misunderstanding of published odds or pack contents where the relevant information was correctly displayed before opening.

5. Marketplace Redemptions and Reward Claims

Before confirming a marketplace redemption or reward claim, users must check the product, FC Credit price or redemption value, variant, size, region, delivery details, and any restrictions.

Once confirmed, a redemption or claim may not be cancelled or changed if fulfilment has begun, a digital product or gift-card code has been issued, or the item is personalised, perishable, time-sensitive, or otherwise excluded from cancellation by law.

If a physical order has not entered fulfilment, we may attempt to cancel it, but cancellation is not guaranteed. If cancellation succeeds, the remedy will ordinarily be a restoration of the FC Credits used rather than a cash payment.

Many standard physical rewards are sourced on demand after a valid claim is submitted. A reward may remain in the user vault until the user submits a claim, redeems it for FC Credits where eligible, or takes another supported action.

6. Digital Products, Gift Cards, and Codes

Digital products, downloads, electronic gift cards, voucher codes, tickets, and similar rewards are generally non-refundable after the code, link, file, or access credentials have been displayed, delivered, or activated.

If a code supplied by FCPacks is invalid when first issued, the user must contact support promptly and provide reasonable evidence of the issue. After verification, we may replace the code, restore the relevant FC Credits, or provide another remedy required by law.

We are not responsible for a code that has been redeemed, shared, resold, lost, used in the wrong region, or blocked because the user did not comply with the issuer’s terms.

7. Physical Rewards and Products

Users must inspect physical items promptly after delivery. If an item is damaged, defective, materially not as described, or incorrect, the user should contact support within 14 days of delivery, or within any longer period required by applicable law.

The request should include:

• The user’s account email and order or reward reference.
• A description of the issue.
• Clear photographs or video showing the item, packaging, shipping label, damage, defect, or incorrect product.
• Any other information reasonably needed to investigate the claim.

8. Missing, Delayed, or Lost Deliveries

Delivery estimates are estimates and are not guaranteed unless expressly stated otherwise. Delays caused by carriers, customs, events outside our reasonable control, or an incomplete review do not automatically create a right to a refund.

If tracking shows delivery but the package cannot be located, or if a package appears lost, the user must contact support promptly. The user may be asked to check with household members, neighbours, building management, the carrier, or the local delivery office and to complete a declaration or carrier claim.

Where a shipment is confirmed as lost before delivery, we may replace the item, restore the relevant FC Credits, or provide another remedy required by law.

FCPacks is not responsible for failed delivery caused by an inaccurate or incomplete address supplied by the user, refusal to accept delivery, failure to collect a package, unpaid customs or import charges, or an unlawful or restricted destination. Any reshipment or recovery costs may be charged to the user where permitted by law.

9. Substituted or Unavailable Rewards

Reward availability may be affected by stock, suppliers, region, delivery restrictions, or events outside our reasonable control. As stated in the Terms of Service, FCPacks may substitute a reward with one of equivalent value where necessary.

If we cannot supply a claimed reward or a reasonable substitute, we may restore the FC Credits associated with the claim, provide an equivalent platform credit, or offer another remedy required by applicable law.

We will not silently return a won reward to a live reward pool while it still appears in a user vault as belonging to that user.

Where a claimed item becomes unavailable, restricted, or impracticable to supply, we may offer the user a genuine choice between an equivalent-or-better replacement and the locked FC Credit value or other lawful remedy, depending on the circumstances and applicable law.

10. Incorrect Information and Change of Mind

Users are responsible for providing accurate account, product-selection, and delivery information. We cannot guarantee changes after a transaction or order has been confirmed.

Unless applicable law provides a cancellation right, refunds are not offered for change of mind, accidental pack openings caused by the user, incorrect selections, or dissatisfaction unrelated to a fault or error by FCPacks.

Where a statutory cancellation right applies to an eligible physical marketplace purchase, the user may exercise it within the applicable period. The user may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the item, and exclusions may apply to personalised, perishable, sealed, hygiene-sensitive, digital, or other legally excluded products.

11. Fraud, Abuse, Chargebacks, and Compliance Reviews

Refund requests may be refused, delayed, or investigated where we reasonably suspect fraud, payment abuse, promotion abuse, multiple-account activity, chargeback abuse, manipulation, or a breach of our Terms of Service.

We may require identity, payment, or transaction verification before processing a refund, replacement, reward claim, or delivery. Initiating a chargeback does not remove a user’s obligations under the Terms of Service. FCPacks may suspend relevant account activity while a payment dispute or compliance review is ongoing.

Nothing in this section permits FCPacks to withhold a refund or remedy that must be provided under applicable law.

12. How to Request a Refund or Remedy

Contact support@fcpacks.com and include:

• The email address linked to the FCPacks account.
• The relevant transaction, order, pack, or reward reference.
• The date and amount of the transaction.
• A clear explanation of the issue and the remedy requested.
• Supporting screenshots, photographs, payment records, or delivery evidence where relevant.

13. Refund Method and Timing

Approved monetary refunds will normally be made to the original payment method. We may use another lawful method where the original method is unavailable or where required to prevent fraud.

Where the appropriate remedy is restoration of FC Credits, the credits will be returned to the relevant FCPacks account. Restored or replacement FC Credits remain subject to the Terms of Service and have no cash value.

We aim to review complete requests within a reasonable period. Bank, card, payment-provider, carrier, supplier, or compliance processing may take additional time.

14. Changes to This Policy

We may update this Refund Policy periodically. The updated version will be published on the platform with a revised “Last Updated” date. Changes will not reduce rights that have already arisen under applicable law.

15. Contact Information

TopStreaks LTD

London, United Kingdom

Email: support@fcpacks.com