The Unity Asset Store refund policy limits automatic refunds after asset download, requiring publisher review for eligibility. Refund requests follow a process: if the publisher approves, Unity processes the refund; if technical support is provided, users should try solutions before contacting Unity. If no publisher response occurs within 14 days, users provide proof of contact for Unity's review. Contacting the publisher first is generally required before further Unity assistance. Additional support is available via the Unity Discussions community.
For general refund requests, please refer to this help article to submit your refund request.
Refund Policy Overview
Under the Unity Asset Store refund policy:
- Once an asset has been downloaded, automatic refund approval may be limited.
- In such cases, refund eligibility requires additional review.
- The asset publisher is responsible for reviewing refund requests and determining approval.
Because publishers are the creators of the asset, they are best positioned to evaluate technical issues and provide appropriate resolution or updates.
Unity supports this process within policy guidelines to ensure fair handling of all refund requests.
Refund Request Handling Process
1. If you have contacted the publisher
2. If you have not received a response from the publisher
3. If you have not contacted the publisher yet
1. If you have contacted the publisher
✔ Publisher approved the refund
If you have received refund approval from the publisher:
- Reply or submit to the support request
- Attach the full email confirmation
- Must include both sender and recipient information
Once verified, Unity will proceed with processing the refund.
✔ Publisher provided technical support instead
If the publisher has responded with a technical solution:
- Please review the provided guidance
- If the issue remains unresolved, share the full correspondence with Unity Support
- The case will be reviewed further based on refund policy eligibility
2. If you have not received a response from the publisher
If you contacted the publisher and have not received a response:
- Please wait at least 14 days from your initial outreach
- Provide proof of contact (e.g., sent email record or support ticket history)
Unity will then review:
- Publisher contact information
- Communication attempts
- Reported issue details
Further assistance will be evaluated based on available evidence and policy conditions.
3. If you have not contacted the publisher yet
If you have not yet reached out to the publisher:
- Please contact them directly first
- Include the following information:
- Invoice number
- Detailed description of the issue
- Any relevant screenshots or error details
Publisher contact is required in most cases before Unity can proceed with further review.
Additional Support Resources
If you need further assistance during your development process, you may also:
- Visit the Unity Discussions community
- Connect with developers and Unity team members worldwide
- Explore similar cases and solutions shared by other users