Digital files cannot be returned once downloaded, so we handle refunds case by case and fairly. If something is wrong, write to us. We would rather fix it.
When you can get a refund
You are entitled to a full refund if, within 14 days of purchase:
- the files do not work as described, for example the GLB will not open in the engines listed on the product page, or the model clearly differs from its preview and description, and we cannot fix the problem within 7 days of your report;
- you were charged more than once for the same order. Duplicate charges are always refunded, however long ago they happened;
- you were charged but the order was never completed and you did not receive access.
For Lifetime and Pro, "the files do not work as described" means the store as a whole: if downloads fail and we cannot fix them, you get your money back within 14 days of buying.
Pro renewals: if you forgot to cancel, write to us within 7 days of a renewal charge. If you have not downloaded anything through Pro since that renewal, we refund it in full and end your subscription.
We may also refund in other situations at our discretion.
When refunds are not available
- if you changed your mind after downloading the files;
- if the asset works as described but does not suit your project, since the live 3D preview, specifications and license are there to check before you buy;
- if the problem is caused by your own modifications or by an engine or tool version newer than the ones listed, though we will still try to help;
- for free assets.
How to ask for a refund
Write to the address on the support page from the email on your account, and include:
- the order number (in your account under Orders);
- what is wrong, with a screenshot or error message if you have one;
- the engine or tool and its version.
We reply within 3 working days.
What happens after a refund
- The refund goes back to the original payment method through Dodo Payments, including any tax you were charged. Banks usually take 5–7 working days to show it.
- A full refund ends the license for that order. The assets disappear from your library and their downloads stop working. You may not use them in new work. Projects you already released before the refund may stay as they are.
- A refunded Lifetime plan ends your access, and the assets you downloaded through it stop being licensed to you in the same way. Free assets and earlier purchases are not affected.
- A refund of your first Pro payment works the same way, and the subscription is cancelled so you are not charged again. A refunded Pro renewal ends the subscription; what you downloaded before that renewal stays yours.
- If only part of an order is refunded, you keep access to the order.
- If you dispute a charge with your bank instead and the bank decides in your favour, that counts as a full refund. Please write to us first; it is usually faster.