Rules

This policy applies to digital products purchased from DREAM-SHOP.ONE. Digital products are delivered electronically after payment.

1. Product verification period

The verification and warranty period is specified in the description of each product and starts when the product is delivered to the customer. Any claim concerning an invalid or materially non-conforming product must be submitted before the specified period expires.

2. Eligibility for replacement or refund

A claim may be reviewed when, during the initial verification:

• the supplied credentials or data do not provide access to the product;
• the product materially differs from the specifications stated in its description;
• required data or files are missing and the product cannot be used as intended.

After reviewing the claim, the store will provide a replacement or refund the cost of the affected product, depending on the nature of the issue and the availability of an equivalent replacement.

3. How to submit a claim

Contact technical support before the verification period expires, provide the order number, describe the issue and keep all delivered data unchanged.

Support may request screenshots or an uninterrupted screen recording as evidence. If video verification is mandatory in the product description, recording must begin before the delivered data is opened and continue without editing until the issue is demonstrated.

4. Cases not eligible for replacement or refund

• the verification period stated on the product page has expired;
• the customer changed the password, credentials, settings or contents of the delivered product;
• the product instructions were violated or prohibited public software, free proxies or public checkers were used;
• the product was successfully verified and the issue occurred later due to customer actions or restrictions imposed by a third-party service;
• the customer did not provide evidence when such evidence was explicitly required by the product terms;
• the customer changed their mind after receiving access to a functioning digital product, except where a refund is required by applicable law.

5. Product-specific conditions

Individual products and categories may have their own verification periods and requirements concerning login methods, proxies, software and video evidence. These conditions are stated on the relevant product page and apply to that purchase.

6. Claim review time

Technical support normally responds to and reviews claims within 24 hours. Processing may take longer on weekends and public holidays.

7. Contacting support

To submit a claim, use the technical support button on the website or visit the Contacts page.

This policy does not limit any mandatory consumer rights available under applicable law.