Returns and refund policy

1. Nature of the goods

Every product on XO3D Shop is a digital, downloadable file— typically a compressed archive containing 3D model files, textures and reference renders. Delivery is instant and electronic. No physical items are dispatched.

2. Your right to a refund

We will refund your purchase in full when:

• The download link has not been used and you request the refund within 14 days of purchase.
• The files are defective — corrupted archives, missing formats that were listed as included, or a model that materially does not match the product description or the preview renders on the page.
• You accidentally purchased the same product twice. We’ll refund the duplicate.
• The purchase was unauthorised (e.g. a family member using your card without permission) — provided you contact us before the file has been downloaded.

3. When we cannot refund

Because the goods are digital and download is immediate, we cannot refund when:

• The file has already been downloaded and the product is functional and matches the description. In law, digital content purchases are considered fully performed at the moment of download (Consumer Rights Act 2015, s.42 § “supply of digital content”), so this is when your statutory 14-day cancellation right ends.
• The refund request relates to software or hardware compatibility issues that are outside our control (e.g. your version of 3ds Max or Blender does not read the format shown on the product page). If you’re unsure whether a file will work with your setup, contact us before purchase and we’ll help you check.
• The buyer changed their mind after downloading.

4. How to request a refund

Email [email protected] (or use our contact form) with the following:

• Order or invoice ID (in your Stripe receipt email)
• Product name and slug (from the product page URL)
• A short description of the issue, with screenshots where relevant
• Which software and version you were using to open the files
• Which file format from the download you attempted to use

5. Review window and payment

We review refund requests within 3 business days of receiving all the information above. If your refund is approved, we refund the original payment method via Stripe. Depending on your bank, the funds typically appear within 5–10 business days.

If your refund is not approved, we’ll explain why and, where appropriate, offer a replacement download or credit against another product.

6. Licence and file destruction

If your refund is approved, your licence to use the model is terminated. You must delete every copy of the files (original download, backups, files already imported into scenes and then saved) and stop using any renders that depend on them. Continued use after a refund is a breach of licence.

7. Download link expiry and re-downloads

Your download link is valid for 30 days after purchase and allows unlimited re-downloads during that period, so you can re-fetch the files if you switch machines or lose the archive. After 30 days the link expires; if you need a fresh link for a purchase you legitimately made, email[email protected] and we’ll reissue it at our discretion.

8. VAT

Where XO3D Ltd is required to charge VAT under the tax rules of your country of residence, the tax will be added on the checkout page before you pay. If you believe the tax was applied incorrectly for your location, contact[email protected] and we’ll investigate.

9. Contact

XO3D Ltd, incorporated in England & Wales, company no.11876020, VAT 394 5800 68, based in Stevenage, UK. For anything to do with returns or refunds, please write to[email protected].

This policy sits alongside our Terms of Serviceand Privacy Policy. It doesn’t affect your statutory rights as a consumer in the UK.