This policy explains refunds and cancellations for paid services on kaosmetal.com, operated by KaosMetal ("KaosMetal", "we", "us"). Using the Site itself is free; this policy only applies when you pay us for something.
1. Paid Services
- Subscriptions (for example KaosMetal Pro) — recurring digital services billed monthly or yearly.
- Merchandise — physical products (apparel, accessories) sold through the Site, produced and shipped by our print-on-demand partners.
- Digital products — for example artwork files or downloads.
- Promotional placements — advertising or featured positions bought by bands, labels or businesses.
2. Subscriptions
You can cancel at any time from your account; the subscription stays active until the end of the paid period and does not renew. EU consumers have a 14-day right of withdrawal from the first purchase; if you asked us to start the service immediately and used it, the refund is proportional to the unused part of the period. Renewals are not refundable once the new period has started, except where the law says otherwise.
3. Merchandise
Items are made to order. You may withdraw within 14 days of delivery (EU consumers) and return the item unused in its original condition; return shipping is at your cost unless the item is faulty. Faulty or misprinted items are replaced or refunded in full, including shipping, when reported within 30 days with a photo. Personalised items cannot be returned unless faulty.
4. Digital Products
Once a download has started, the 14-day withdrawal right no longer applies, as you agreed at checkout. If the file is defective, we replace it or refund you.
5. Promotional Placements
Placements are refundable in full if cancelled before they go live. Once live, the unused portion may be credited towards a future placement at our discretion. Placements are not refunded because of the results they produce.
6. Disputes and Chargebacks
Contact us first; most issues are solved within a few days. Chargebacks opened without contacting us may lead to suspension of paid services until the matter is resolved.
7. Discount Codes and Promotions
Promotional prices apply only to the period stated. Codes cannot be applied retroactively or combined unless stated.
8. How to Request a Refund
Use the contact form with your order number. Approved refunds go back to the original payment method within 5–10 business days, depending on your bank.