Refund Policy

Last Updated: May 15, 2024

At FerncliffWay, we want you to be completely satisfied with your purchase. This Refund Policy outlines our procedures and guidelines regarding refunds for products and services purchased through our website.

1. Digital Products and Online Courses

1.1 Digital Downloads

Due to the nature of digital products, all sales of digital downloads (e-books, PDF guides, digital art files, etc.) are final and non-refundable once the download process has begun or the digital content has been accessed.

However, if you experience technical issues that prevent you from accessing your purchased digital product, please contact our customer service team within 7 days of purchase, and we will work to resolve the issue or provide a replacement.

1.2 Online Courses and Tutorials

We offer a 14-day money-back guarantee for our online courses and tutorial packages, starting from the date of purchase. If you are not satisfied with your course, you may request a refund within this period, provided that:

• You have completed no more than 25% of the course content
• You provide specific feedback explaining why the course did not meet your expectations

To request a refund for an online course, please email [email protected] with your order number and reason for the refund request.

2. Physical Products

2.1 Return Eligibility

For physical products (art supplies, printed materials, etc.), we accept returns within 30 days of delivery if the item is:

• In its original condition
• Unused and undamaged
• In its original packaging with all tags and labels intact

2.2 Non-Returnable Items

The following items cannot be returned:

• Custom or personalized items
• Original artwork (unless damaged during shipping)
• Items marked as "Final Sale" or "Non-Returnable"
• Gift cards

2.3 Return Process

To initiate a return:

1. Contact us at [email protected] within 30 days of receiving your order
2. Include your order number and reason for return
3. Our customer service team will provide you with return instructions and a return authorization number
4. Ship the item back to us following the provided instructions

2.4 Return Shipping

Return shipping costs are the responsibility of the customer, except in cases where the item received was defective, damaged, or incorrect. We recommend using a trackable shipping service for all returns.

2.5 Refund Processing

Once we receive and inspect your return, we will notify you about the status of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days. Please note that depending on your credit card company, it may take an additional 2-10 business days for the refund to appear on your statement.

3. Memberships and Subscriptions

3.1 Monthly Memberships

For monthly memberships, you may cancel at any time, but we do not provide refunds for the current billing period. Your membership will remain active until the end of the current billing cycle, after which it will not renew.

3.2 Annual Memberships

For annual memberships, we offer a 14-day money-back guarantee from the date of purchase. After this period, refunds for the unused portion of your membership may be considered on a case-by-case basis at our discretion.

3.3 Cancellation Process

To cancel your membership or subscription:

1. Log in to your account on our website
2. Navigate to the "Account Settings" or "Subscription" section
3. Click on "Cancel Subscription"
4. Alternatively, you can email [email protected] with your cancellation request

4. Events and Workshops

4.1 Virtual Events

For virtual events, workshops, or webinars:

• Full refunds are available up to 7 days before the event
• 50% refunds are available between 7 days and 48 hours before the event
• No refunds are available within 48 hours of the event

4.2 In-Person Events

For in-person events or workshops:

• Full refunds are available up to 14 days before the event
• 50% refunds are available between 14 days and 7 days before the event
• No refunds are available within 7 days of the event

If you cannot attend an event, you may transfer your ticket to another person by notifying us via email at least 48 hours before the event.

5. Special Circumstances

5.1 Defective or Damaged Products

If you receive a defective or damaged product, please contact us within 7 days of delivery with photos of the damage. We will provide a replacement or full refund, including return shipping costs.

5.2 Incorrect Items

If you receive an item different from what you ordered, please contact us within 7 days of delivery. We will arrange for the return of the incorrect item and send you the correct item or provide a full refund.

5.3 Late or Missing Deliveries

If your order has not arrived within the estimated delivery timeframe, please check your order status online or contact our customer service team. For packages marked as delivered but not received, please contact us within 7 days of the supposed delivery date.

6. Exceptions and Discretionary Refunds

We understand that exceptional circumstances can occur. If you believe your situation warrants special consideration outside of this policy, please contact our customer service team. We review such requests on a case-by-case basis, although we cannot guarantee that an exception will be made.

7. Changes to this Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.