Refund Policy

1. Eligibility & Filing Window

1. Who may file. The account holder who placed the order or the payer verified by us.
2. Filing windows.
   1. File-level issues (corruption / missing files / decompression errors / material mismatch with core description): submit within 3 calendar days from delivery (i.e., when download becomes available).
   2. Duplicate purchase / accidental repurchase of the same version: submit within 24 hours.
   3. Unauthorized payment / charge fraud: follow your payment provider’s rules; contact our support immediately and report to the card-issuing bank in parallel.
   4. VIP subscriptions: see the dedicated rules in Section 4.

   Late submissions may affect evidence availability and outcomes.

2. Cases We Accept

If substantiated, we may provide fixes, supplemental files, re-delivery, or a partial/full refund (one of the remedies below):

1. Download or delivery failure
   1. Payment succeeded but persistent inability to obtain download access.
   2. Server/CDN distribution faults causing repeated delivery failures after multiple retries.
2. Corrupted or missing files
   1. Broken archives, decompression errors, or missing critical textures/materials/plugins where the author is unable to remedy within a reasonable timeframe.
3. Materially inconsistent with core product description (as stated on the product page’s key technical specs)
   1. For example, product page claims PBR textures / UV unwrapping / specific topology or DCC-renderer version, but they are missing and cannot be corrected in a reasonable timeframe.
4. Duplicate purchase
   1. Same account purchases the same SKU and same version within 24 hours: the second purchase may be refunded to the original payment method or as Store Credit of equal value.
5. Unauthorized transactions
   1. Provide formal documentation from the payment provider/issuer and complete our account-security verification. Once confirmed, handling follows the payment provider’s instructions.

Remedy priority. Where a fix or supplemental delivery can resolve the issue, we prioritize fix / supplemental files / re-delivery. Refund is evaluated only if remediation is not feasible.

3. Cases Not Eligible for Refund

1. Purely subjective reasons (changed mind / no longer needed / wrong style).
2. Environment incompatibility where minimum DCC/renderer versions and texture specs are disclosed on the product page.
3. Assets have been extensively downloaded/exported/used and no file issue exists.
4. Problems caused by third-party plugins, individual hardware setups, or pirated software.
5. Redistribution, unpacking & sharing, reverse engineering, or other violations of the Platform Terms.
6. Clearly marked non-refundable time-limited promotions or subscription-period specials (unless otherwise required by applicable law).

4. VIP Subscription Rules

1. Benefits overview. During an active subscription, you may download up to 30 items per day for free from the corresponding VIP catalog; the daily quota resets at 00:00 (server time).
2. Cancellation & abuse.
   1. VIP is a digital entitlements service. Access starts immediately upon activation; benefits already enjoyed or available are irrevocable. Therefore no refunds are provided.
   2. Abuse (e.g., scripted bulk pulls, out-of-scope sharing, account reselling) will result in immediate suspension of VIP benefits without refund; severe cases may lead to further actions and liability.

5. Prepaid Credits (Store Credit)

1. Records. Store Credit is for on-platform spending only; it cannot be withdrawn, cannot be transferred, and does not bear interest.
2. Refund of balance. From the moment a top-up succeeds, payment channel fees/rates are actually charged and non-recoverable; therefore, regardless of subsequent usage, Store Credit is non-refundable.

6. How to File & Evidence Requirements

1. Channels. Open a ticket via Customer Service or email service@3dokao.com.
2. Evidence. Model ID, order timestamp, system environment (DCC/renderer versions), reproduction steps, error screenshots/logs, list of missing files, example scene or test renders (where applicable).
3. Author response. The creator must provide verification and/or a fix within 3 business days.
4. Platform timeline. Once materials are complete, we will propose a resolution within 7 business days (fix / supplemental files / re-delivery / partial or full refund / Store Credit / subscription extension, etc.).

7. Outcome & Settlement

1. Fix-first principle. If a fix or replacement meets the original description, we prioritize fix / supplemental files / re-delivery.
2. Refund route. Default is the original payment method. If restricted by the payment network or cross-border rules, settlement will be via Store Credit of equal value.
3. Arrival time. Depends on payment channels and bank cycles (typically 3–15 business days).

8. Pricing, Cart, and Error Corrections

1. Pricing errors. In the event of obvious price/checkout errors, we reserve the right to cancel the order and refund in full.
2. Cart & discount stacking. Totals follow the final checkout page. If a promo glitch leads to an incorrect result, we will contact you to correct or refund.

9. Disputes & Chargebacks

1. Before initiating a chargeback, please attempt resolution via our after-sales support.
2. If a chargeback is filed after successful delivery and normal usability, we will submit delivery and usage evidence to the payment provider.
3. Malicious chargebacks or fraud will lead to account suspension; we reserve the right to pursue recovery.

10. Anti-Abuse & Evidence Preservation

To detect abnormal redistribution and preserve evidence for rights enforcement, we may embed non-perceptible fingerprints/watermarks in download archives (without altering the work’s expression) and enforce time-limited tokens, referrer checks, and rate controls on downloads. See also our Terms & Conditions and Privacy Policy.

11. Miscellaneous

1. This Policy works in tandem with our Terms & Conditions and Privacy Policy.
2. When legally required to update, we will publish the revised version on the site.
3. Mandatory consumer rights under applicable jurisdictions are not limited by this Policy.