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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 on the Asset Store description page.
  • I have a duplicate purchase.

Cause

As specified in the Asset Store EULA, which all Asset Store customers have agreed to, all sales are final. This is due to the physical impossibility of returning digital products.

You may, however, request a refund if:

  1. The Asset was not as advertised, including any demo made available.
  2. The Asset was not compatible with the most recent official release version of the Unity Editor available at the time of purchase, and this information was not provided in the Asset Description
  3. The Asset includes unauthorized intellectual property and the Asset is removed from the Unity Asset Store within 4 weeks of purchase.

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 directly 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, unfortunately, as the majority of Assets available on the Asset Store are not owned by Unity, simply hosted by us, we are unable to authorize a refund. You will need to contact the Publisher of the asset directly, only they can authorize a refund by requesting it on your behalf. It is entirely at the Publishers' discretion to provide a refund if the reasons do not come under the list stated in the Asset Store EULA.

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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33 Comments

  • 1
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    John

    I'm not sure Caleb, I couldn't even get a refund from an asset I bought, spent a lot of time using in a game I was making only to find out it was pirated from another game and therefore unusable and potentially criminalising me, lucky my game was not released yet, but still a lot of wasted time, effort and money on my part

    The asset developer unsurprisingly never replied to any refund requests and Unity has a policy of not refunding if it's over a certain period, which in my case was no excuse

  • 0
    Avatar
    Uriel Albarran Oropeza

    I buy a game from Unity and I have almost a year with it, the developer of course it's not going to refund, neither Unity, the game have a useless documentation that doesn't explain how reskin the game or add product to use with google and neither how properly include the ads

  • 0
    Avatar
    Maru

    Hi all,

    I thank you for the questions you have raised with us. It's incredibly helpful feedback. I am reluctant to advise each case individually due to money being involved and discussing in a public setting may not be the best idea.

    I would very much welcome anyone who had any issues relating to refunds to contact us directly at Support so we can discuss this further with you.

    You can do this via the ticket form here: https://support.unity3d.com/hc/en-us/requests/new?ticket_form_id=65905

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