Symptoms:
- A customer has requested a refund of one of my assets.
- I would like to grant my user a refund outside of the usual scope of Unity's refund policy.
Cause:
Customers may ask for refunds for any reason. We cannot, however, refund a purchase made more than six months ago.
Resolution:
If you would like to grant a refund to your customer, you have two options:
Firstly, if the asset has not been downloaded, you can direct your customer to the Knowledge Base article, 'How do I request an Asset Store refund?' to follow the automated flow.
| Note: This flow can only be used for assets that have not been downloaded. Please see the article, 'What is the Asset Store Refund policy?', for more information. |
Alternatively, if you would like to provide a refund outside of the guidelines in the EULA, please contact Unity Customer Experience to authorize this with the following details:
- Your publisher name.
- Asset name.
- Invoice/order number of the purchase.
- Your authorization for us to process a refund.
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Important: Please ensure that you are signed in to your Asset Store publisher account before submitting a ticket to Unity Customer Experience. Alternatively, email us directly at support@unity3d.com using your publisher email address.
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Once Unity has processed the refund, the customer will have the funds transferred back to their bank account within ten days. The refund will always go to the original payment method.
More Information:
There are some instances where Unity can process an asset refund without authorization from a publisher. See the Asset Store Provider Agreement for more information.