How do I request a refund on an asset?


  • 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.


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


If you have made a duplicate purchase, please contact us here, 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.

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  • 1

    If we contact the Publisher of the asset directly, and they never respond, how do we process the refund?

  • -1

    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 The support team will be able to look into helping you further.

  • 0
    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 (!/content/42992) Thanks and regards

  • 0

    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.



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