Warranty and Refund Policy

1. Warranties

We offer a 30-day warranty for all our products, during the 30-day warranty, you have the right to request ONE replacement per order number, if you purchased our superior warranty with your product, you have UNLIMITED replacements for 30 days, and if you purchased our premium warranty with your product, you have UNLIMITED replacements for 60 DAYS.

If you violate any of our rules, you will LOSE your warranty rights and will not receive any type of replacement, exchange or refund.

It is completely prohibited to use any of our products in public rooms (including T3/T4/T5/T6/T7/T8/AP);
It is strictly forbidden to save any of our products as an outfit in Outfits Section;
Be careful of people who may fake their avatar gender to get information from you to report your black market products. If possible, also avoid PC users;
It is completely prohibited to take photos or screenshots of any of our products and share it on the IMVU Feed;
It's forbidden to record or take screenshots using our products and publish them in groups inside or outside IMVU showing your @username;
Don't share your account with someone who play using your account;
If you have purchased a room, never make your room public, always keep your room private;
If you have purchased a pose, never place it in a public room, only place it in your private rooms;
You must deactivate your VIP Block (only if you have one) when requesting a replacement.

After you contact us to request a replacement, we will have a maximum period of 24 hours to verify that you have not violated any of our rules and to perform your replacement. If your product is removed from your IMVU inventory after the maximum warranty period (30 days) or you have already received one replacement and have not purchased our superior warranty or premium warranty, we unfortunately will not be able to provide any further replacement, exchange or refund. However, even if your warranty expires, if you have followed all our rules, you can request a 20% OFF discount coupon on your next purchase!

2. Exchanges

If your product has not yet been delivered and you want to exchange the product you purchased for another one, you can choose any other product of the same or lower value, or if you prefer, of a higher value, paying the difference between the value of the products, to request an exchange, you need to contact us. All of our products have a demonstration video to prevent our customers from being unsatisfied with the product after purchasing, so please make sure to check the demonstration video on the product page before purchasing. This means that after the products are delivered, we do not make any type of exchange or refund, except to the extent we decide otherwise, in our sole and absolute discretion.

3. Refunds

All purchases are non-refundable, except to the extent we decide otherwise, in our sole and absolute discretion. When making a purchase on our website, you are required to mark that you have read and agree to all of our terms, including this one, this means that any type of forced refund, whether accidental or intentional, will result in a permanent ban of your IMVU account within 48 hours after you request a refund. To resolve this situation, you must contact us as soon as possible to close the forced refund dispute in our favor or pay for the product again. After your account is permanently banned, we will not be able to reactivate it even if you pay again.