Refunds and cancellations

Updated 4 August 2026

1. General rule

The goods are digital: access to a skin or accessory is granted immediately after payment in the form of a licence key. Such goods have no physical form, so Article 26.1 of the Russian Law "On Protection of Consumer Rights" — the right to return goods of proper quality — does not apply to them: once the key has been issued and the purchase activated, the granted right of use cannot be taken back.

That said, the seller does refund money in the cases listed below.

2. When money is refunded

• The key never arrived. Payment went through, but within 24 hours no key appeared either on the payment page or in your inbox, and issuing it manually didn't work.
• The item doesn't work. The purchased skin or accessory doesn't appear in the app and the problem couldn't be fixed within a reasonable time.
• Double charge. The same item was paid for twice — the duplicate payment is refunded.
• Wrong item. The wrong item was paid for, provided you got in touch before activating the key.

The seller may also refund in other cases at their discretion — just write and explain what happened.

3. When there is no refund

• The item was received, activated and works, but you simply stopped liking it.
• The app doesn't run for reasons on your side: a macOS version below the stated minimum, not enough disk space, corporate policy restrictions.
• More than 30 days have passed since the purchase and the item was received and working.

4. How to request a refund

1. Write to support@mewmori.com or to @mewmori_shop_bot.
2. Include the email address used at checkout, the item name, the date and amount of the payment, and the reason for your request.
3. Attach a screenshot of the error if you have one — it speeds things up.

5. Timing

Requests are reviewed within 3 business days. If approved, the money is returned by the same method used for payment within 10 business days of the decision. How quickly it actually lands depends on your card issuer and may take up to 30 calendar days.

Refunds go back to the same card or account the payment came from. Refunds to other details are not possible.

6. Purchases made with Telegram Stars

Payments made in Telegram Stars are refunded through Telegram and credited back as Stars to your Telegram account. Same contact point: @mewmori_shop_bot.

7. Before you ask for a refund

Try restoring the purchase first — most of the time the problem is simply a lost key: restore by email.