If you’ve purchased the wrong Asset Store package, an asset that doesn’t work as described, or accidentally repurchased an item, you can request a refund via your Order History. Follow the steps to submit a Refund Request, providing a reason and context. Refunds are subject to the Asset Store EULA; all sales are final unless exceptions apply. Refunds may take up to 10 days if approved. For technical issues, contact the asset publisher directly for support
Symptoms:
- I accidentally purchased the wrong package on the Asset Store.
- I have purchased an asset that does not work as described on the Asset Store description page.
- I bought an asset I had already purchased by mistake.
- I want a refund for an asset.
- Can I cancel my asset order?
Resolution:
You can request a refund of your purchase within the Order History section of your Asset Store account. See below for a detailed guide:
If you are unable to request a refund through the system, please refer to this help article.
| Important: The process below only applies to refund requests that fall under exceptions described in the Asset Store EULA; otherwise, all sales are final, and there will be no refund. If you require further support, contact the asset publisher directly. |
- Click your initials (profile picture) in the top right corner of the Asset Store.
- Select Order History.
- Click View Order Details to the right of the order containing the asset you want refunded.
- Click the three vertical dots to the right of the Open in Unity button > click Refund request. Note: the Refund Request option can take up to 30 minutes after your order is complete to appear.
- A pop-up window appears. If you are not having technical difficulties with the asset in question, click the blue Continue refund process button.
- Use the drop-down menu to select a reason for your refund and write a message giving further context to your request. You must provide a reason for your request in the text box of at least 50 characters.
- Click Submit. You now see a pop-up with the message, Your request has been submitted.
Now that your refund request has been submitted, you can track its submission status on the asset's Order Details page.
A refund request has three statuses: Pending, Approved, and Declined. To check the details and status of your request, click the three vertical dots > Refund history.
If your refund request is approved, it may take up to ten days for the funds to return to your original payment method.
If your request is Pending, that means a Customer Experience team member is reviewing it. After investigation, the request will reach the final status of either Approved or Declined.
More Information:
Unity handles all refund requests according to the Asset Store EULA. Depending on the situation, Unity may still involve publishers in the final decision.
If you have technical or asset support-related questions, contact the asset publisher directly.