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How do I request a refund on an asset?

Symptoms

  • I have accidentally purchased the wrong asset from the store.
  • I have purchased an asset that does not work as described.
  • I have a duplicate purchase.

Cause

You may request a refund if:

  1. The Asset and/or demo was not as advertised
  2. 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
  3. The Asset includes unauthorized intellectual property

Duplicate purchases may be caused by server errors, or a blip in connectivity locally. These can be refunded by us directly, although other types of refund request must go through the Publisher of the asset.

Resolution

If you have made a duplicate purchase, please contact us, so that we can process your refund.

For all other refund requests, please contact the Publisher of the asset directly. They can then support you, or may offer a refund at their discretion. If the Publisher does not respond to you within 2 weeks, or declines the refund and you disagree with their decision, contact us

 

 

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27 Comments

  • -1
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    Ben

    Hi Cwm123,

    I'm sorry to hear that you are having trouble receiving a reply from the publisher.

    If it has been longer than 5 working days then I'd ask that you contact the support team via support@unity3d.com. The support team will be able to look into helping you further.

  • 0
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    Daniel Chaul

    Hi, Im not seeing any email, so how can i contact the publisher to ask a question about the asset before buy the asset? I want to be sure that the asset is useful for my needs. For example i need to ask to the publisher about this asset (https://www.assetstore.unity3d.com/en/#!/content/42992) Thanks and regards

  • 0
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    Maru

    Hi Daniel,

    On the asset page linked, you'll see on the bottom right in the main window a 'Publisher's Website' link. Here you should find their contact information. We do advise our Publishers to have some form of support contact method in place so if you are unable to reach them, please let us know in the form of a ticket.

     

     

  • 4
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    Chris

    Unity,

    Please work on allowing purchasers to refund assets within the store. So many assets on your store claim to do something but fall short on many promises. I am paying through your asset store, I should also be able to refund via the same process. If I want to make something work with my project, of course, I will contact the dev, but if I purchase something that just leaves a bad taste in my mouth after looking it over, allow me to refund it on your end. I've had developers even tell me : Im just learning unity, - or - Gee I haven't tested that. If I spend 50$ on a plugin, I would like to have the confidence knowing what and where it's been tested. On that note, I have a few I would like to be refunded on and see no point in using them, whom can I contact to have the reversals done ? (Even if just for store assets)

  • 4
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    Taly Hotimsky

    Echoing Chris Hodge's comment

    Uncertainty about refund is the key factor that detains me from purchasing assets, especially the more expensive ones.

  • 0
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    Frederic Hein

    Same here, not very user friendly!

  • 0
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    Lily

    Hi All,

    Thank you for your feedback on the Asset Store refunds.

    Currently, the process remains that users must contact the asset publisher directly for refund authorization.

    We do, however, appreciate and take on board your comments, as well as, understand the frustrations that may come with this!

  • 1
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    Viktors Vīnšteins

    It would be nice if i would be able to get 100% of the money spent back. Im paying 21% VAT therefore, i cant afford to refund expensive assets, so i just choose not to buy them. I pay 18.15 Eur (VAT included) for the asset and get back only 15 euros. Whats if i buy asset for 150 euros and want to refund it? I loose 31.5 euros for absolutely nothing.

  • 0
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    Lizaveta

    Hi, I am Unity beginer.
    I bought "Face Detection pro" a month ago, but it doesn't work as described.
    So I asked to owner of this plugin if they would fix it or not.
    I asked and asked but they answered only once.
    "This is a complicated problem. We are repairing it. But It may take a few days."
    It's the message 17 days ago.
    After that, I asked several times when they can fix it.
    They ignored my asking but they are answering to the other customers.
    I can't wait for their answer any more because my job is over deadline.
    In this situation, can I request refund?

     

  • 0
    Avatar
    Lily

    Hi Liza. Sorry to hear you are unsatisfied with your asset purchase!

    If you are having problems contacting the publisher of your asset, please contact our support team. They will be able to advise you how to move forward and can help by reaching out to the asset publisher as well.

    In general, the refund stipulations remain, however, we do require a publisher to provide adequate support! 

    Edited by Lily
  • 0
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    Uriel Albarran Oropeza

    I already contacted 2 of the publishers from 2 assets where I have Issues, looks like them don't make the update for the new Unity version, how can I ask for a refund when the publisher don't even reply for support on their products?

  • 0
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    Lily

    Hi Uriel,

    If you are having issues contacting the asset publisher regarding support, please create a Unity support ticket with us and we can help you to find the publishers correct contact information and reach out to them with you, if neccessary.

    Sorry you have experienced this!

  • 0
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    Uriel Albarran Oropeza

    @Lily I already send an email to both publishers, at this day I don't have any reply from any of them. Neither on the review section on the assets

  • 0
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    Lily

    Hi Uriel,

    If you still havent heard from the asset publisher's in 7-10 days, please let use know! We will help as best as we can in getting in contact with the publishers directly. You can submit a support ticket with us via the below link:

    https://support.unity3d.com/hc/en-us/requests/new?_ga=2.23372147.838349361.1525709569-607958701.1439906630

  • 0
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    Uriel Albarran Oropeza

    I still don't hear anything from both publishers, I already have the direct email from both, and I send them a Email, I send them an invite to add me to Skype, but nothing, I'm really disappointed of how Unity deal with this, This are my first 2 purchases and none of them work, and no support or expectative of have a refund, I sell digital goods online, and I know how important it's have a good relationship with my buyers, but looks like here that doesn't exist. I not longer have the interest of keep buying on Unity, I know there's another places with better support that sell also unity projects, and give refunds on any issue.

    What it's really annoying it's the fact that Unity doesn't have any clue of how deal with this or looks like doesn't even care of create a good store.

    If you obligate to the publisher to update and give support before any payment, believe me this site it's going to be better.

    Again I sell online, I always need to give support because I know if I don't do that I lose money for any kind of refund.

  • 1
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    John

    @Lily how would I go about getting a refund from a publisher who had their asset deprecated because it was using pirated assets, obviously they are not inclined to reply to my requests for a refund.

     

    Thank

    John

  • 0
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    RacerX nunyab

    Yeah this is a scam. No way to get a refund if the person dont respond? Basically oh well, i got your money screw you! I will never buy another asset or unity product ever again! You know what you can do with your store right?

    Edited by RacerX nunyab
  • 0
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    Uriel Albarran Oropeza

    in deed @johnny after almost  2 months of my purchase and not refund and the Publisher update the assets making it even worst than before, how trust on a site that put a scammer first that the buyers?? On my 2 cases one Publisher at least response but the other one never, he doesn't even care on respond on my review of his broken and unfinished assets

  • 0
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    RacerX nunyab

    well you are just screwed like me. I spent $67 on procedural planet plugin thinking it did terrain also. It dont. No way of getting a refund. So yeah it is a what did you learn moment for both of us. We learned what NOT to do. And that is Don't use use unity store and torrent the software like everybody else. They can ban me for that comment but oh well Im not going to need this anymore anyways.

  • 0
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    Uriel Albarran Oropeza

    You're right theres a lot of people out there using torrents and downloading everything from pirate sites, and looks like the ones that get screwed by Unity are the ones that purchase the assets legally, when there's pirate sites that make you VIP and let you download virtually everything fro this site for only $50 or less. I don't spend $60, but I was going to buy an asset more expensive that $60, but believe me, never again, at least not until Unity fix this broken store

  • 0
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    RacerX nunyab

    Amen to that. You know they have brilliant coders and they cant write a simple refund system? I mean hell even steam has a refund system. If you dont like the game or it wasnt what you thought it would be after 2 hours return it. This is straight up bullshit!

  • 0
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    Lily

    Hi All,

    Thankyou for your feedback on the Asset Store process. We welcome this as we continue to improve the store. 

    @John: If the asset you have purchased has been deprecated by the Unity team due to piracy, please contact us and we will provide you with a refund for this purchase!

    @Uriel and Johnny: If you have not received a response from a publisher regarding issues you are having with their asset, please let us know. You can create a ticket with our support team who will be able to help and reach out to the publisher directly.

    All publishers are required by Unity to provide an adequate level of support for their asset. Although the final refund decision lies with the publisher, they must provide their customers with the help they need using their asset. If a response is not received from the publisher at all, this is deemed inadequate support and further discussion is necessary.

    I hope this clears things up, but if you have any further questions, do not hesitate to contact our support team for more information!

  • 0
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    RacerX nunyab

    Worthless

  • 0
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    John

    Thanks Lily, I contacted Unity about the issue they did try and help but as the asset was bought about 2 years ago ( I have been working with the asset since then, without knowing it was pirated )

    However since it was bought so long ago Unity are not able to process a refund from paypal and suggested I contact them directly, I am not sure how to go about that but I don't fancy my chances after so long as they will not understand the time and effort lost because of the pirated asset.

    Still I'm glad the asset store tried to help.

    Edited by John
  • 0
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    hyonlwool

    환불을 하려면 어떻게 해야되나요??

  • 0
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    John Marshall

    The asset store is clearly a badly implemented idea that probably violates several consumer protection laws. Don't be surprised if you get a class-action lawsuit coming your way.

  • 0
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    RendCycle

    I suggest all Assets to have a dedicated Forum Thread linked to each Asset Store page -or- just have a system to allow customers to directly post public questions and interact with the Publisher in the same Asset Store page.  Aside from this, it would be great to have a New Dynamic Rating System that will provide more transparent information about an Asset and its Publisher. Important details like support turn-around time must be included per Asset if the Publisher offers it.  This is so a Customer knows what to expect before they purchase an Asset. Since the Unity Asset Store is a global marketplace, I suggest for it to have a less restrictive system on product refunds to be able to meet different consumer protection laws of various countries.   

    If anyone wants to further develop and discuss these ideas, here is a forum thread I made for it: https://forum.unity.com/threads/requirement-to-have-a-unity-forum-thread-for-each-unity-asset.552619/#post-3675979

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