- 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. Users need to reach out to the publisher of an asset directly to authorize a refund. This excludes a few circumstances, including duplicate purchases, which may be caused by server errors or a blip in local connectivity.
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. Because of this, in most cases, whether or not you provide a refund for your customer is within your discretion.
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 that doesn't fit into the categories listed above would be down to a publisher's personal preference.
Please note: we cannot refund users whose purchases are older than 6 months, regardless of any other factors.