- I have requested a refund from a publisher and they have not replied.
- I need support to work with my asset but the publisher is not replying to my emails.
- My asset is not working, I want a refund.
The asset you purchased may not be working as expected or does not look as advertised.
You may need assistance from the asset owner (publisher) to get the asset working correctly but they are not responding.
It is required that Asset Store publishers provide an adequate level of support for their own assets. You must request support directly from the publisher before Unity can intervene.
Unity allow Asset Store publishers 14 days to reply to support and refund requests.
In some cases, responses may be delayed as some popular assets can have a high number of support requests.
If the publisher has not replied to your request for support after 14 days and you have decided to ask for a refund, please contact Customer Service with a dated screenshot of the email sent to the publisher. Our team will then investigate the case and process a refund where appropriate.
If you purchased an asset twice on the same account and you want a refund for the second purchase, contact Customer Service with the order id or invoice number.
Please note that our refund policy is taken from our Asset Store EULA. To find out more information on our terms and conditions, see the link below: