Refund & Warranty Policy

1. Full refund if we cannot deliver

If we are unable to create or deliver your trigger or room for any reason on our side, you receive a 100% refund to your original payment method, usually within 3–5 business days.

2. Delivered orders

Once a trigger or room has been successfully created on your account, the service has been performed and the order is non-refundable. Instead, it is protected by our replacement warranty below.

3. Replacement warranty

• Basic triggers: 1 free replacement under warranty.
• Premium triggers: 3 free replacements under extended warranty.
• Premium bundle: lifetime replacement support.
• Permanent rooms: re-delivery guarantee (see product page).

If IMVU removes your trigger or room while it is under warranty, message us on WhatsApp with your avatar name and order date and we re-create it free of charge.

4. What warranty does not cover

• Accounts that are banned, disabled, deleted or transferred to another person.
• Orders where an incorrect avatar name was provided by you.
• Content removed because it was publicly shared, reported or used in violation of IMVU rules after our safety advice.
• Change of mind after delivery.

5. Wrong or incomplete delivery

If you received something different from what you ordered, contact us within 48 hours. We will correct it free of charge or refund the difference.

6. Chargebacks

Please contact us before opening a dispute with your payment provider — we resolve almost every issue directly. Chargebacks filed on successfully delivered orders are treated as fraud and result in loss of warranty and refusal of future service.

7. How to request a refund or replacement

Message us on WhatsApp via the Contact page with your avatar name, product and order date. We respond within 24 hours.