- One of my customers has requested a refund, and I want to know the guidelines on whether I should grant it.
- I am an Asset Store publisher, and I am unsure if I should refund my customer.
Customers may request a refund for many reasons. If a user's request for a refund falls outside of the Asset Store EULA's or automated refund scope, users need to reach out to the publisher of an asset directly to authorize a refund. See the Knowledge Base article, 'What is the Asset Store Refund policy?'.
As specified in the Asset Store EULA, all Asset Store customers have agreed that all sales are final. This is due to the physical impossibility of returning digital products.
However, users can request a refund using Unity's automated refund flow, providing their purchase has not been downloaded. See the article, 'How do I request a refund on an asset?', for more information.
You are, however, obligated to grant a refund if:
- The asset was not as advertised, including any demo made available.
- The asset was not compatible with the most recent official release version of Unity available at the time of purchase, and this information was not provided in the asset description.
- The asset includes unauthorized intellectual property, and the asset is removed from the Unity Asset Store within 4 weeks of purchase.
For more information, please see the Asset Store Provider Agreement.
If a customer requests a refund within 2 weeks of purchase, due to one of the reasons stated above, Unity is authorized to provide the refund on your behalf, providing the refund criteria are met.
Any other type of refund request not covered by the Asset Store EULA or automated refund flow would be down to a publisher's personal preference.
|Important: we cannot refund users whose purchases are older than 6 months, regardless of any other factors.|