1. Withdrawal and immediate supply
Where applicable consumer law provides a withdrawal period, paid digital content may be supplied immediately only after the required express consent to begin supply and acknowledgement of the consequences for the withdrawal right. Mandatory rights remain unaffected if the legal conditions for loss of withdrawal are not met.
2. Refund eligibility
Refunds may be granted for duplicate charges, failure to supply, materially misleading listings, malware or unsafe files, rights defects, or other circumstances required by law or this policy. A change of mind after lawful immediate digital supply does not automatically create a refund right where the statutory withdrawal right has validly ended.
3. Non-conforming digital content
Where consumer digital-content law applies, the consumer may first require the digital content to be brought into conformity unless that is impossible or disproportionate. If conformity is not provided within a reasonable time and without significant inconvenience, if the defect remains after an attempt to fix it, if the defect is sufficiently serious, or in other circumstances provided by law, the consumer may be entitled to a proportionate price reduction or termination/refund.
4. How to complain
A complaint should include the order number, product URL and version, operating system or engine/software version, a clear description of the issue, and screenshots, logs or reproduction steps where reasonably available. Lack of technical evidence does not remove statutory rights where the consumer can otherwise establish the issue.
5. Refund timing and method
Where applicable law requires a refund following termination or price reduction, Assetora or the responsible seller/payment flow will process it without undue delay and within any mandatory legal deadline, ordinarily using the original payment method unless the consumer expressly agrees otherwise and incurs no fee.
6. Chargebacks and abuse
Payment disputes may temporarily suspend related download entitlements or seller payouts while investigated. Assetora may restrict accounts that repeatedly submit manifestly abusive refund, chargeback or complaint requests, but such restrictions will not remove mandatory consumer rights.
Document control
Permanent URL: /legal/refund-and-digital-content-complaints. Previous versions: 1.0.