Returns and refunds

This returns and refunds policy explains how Assetal ("we", "us") handles refund requests for digital products purchased through our marketplace. It should be read together with our Terms of use, which govern purchases, licences and remedies in more detail.

Assetal is a marketplace: when you buy a product, your contract for that product is primarily with the relevant creator ("Creator"). We facilitate checkout, delivery and support tools. This policy describes how we coordinate refunds and related remedies on the platform.

1. Scope

This policy applies to:

• digital assets listed on Assetal, such as textures, 3D models, tutorials, code, brushes and related files ("Products");
• licences granted at checkout (for example, Assetal Standard or Assetal Extended tiers);
• purchases made through your Assetal account.

This policy does not cover:

• disputes about how you use a licence after a valid purchase (see Terms of use and the licence tier you selected);
• products or services bought outside Assetal, even from the same Creator;
• chargebacks or payment disputes handled directly by your bank or card issuer (see section 8).

2. Licence vs refund

Purchasing a Product grants a licence to use the digital files under the terms of the licence tier you select at checkout — not ownership of the underlying intellectual property. A successful purchase and download does not mean you can redistribute, resell or sublicense raw files unless the listing and licence tier expressly allow it.

A refund, when granted, typically revokes or limits your licence to use the Product. You should delete local copies of files and stop using them once a refund is confirmed, unless we tell you otherwise.

Changing your mind about a Product, or deciding you no longer need it, is generally not a reason for a refund once files have been accessed or downloaded. This is common for digital goods and does not affect your non-excludable rights under Australian law (see section 3).

3. Your rights under Australian law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (Competition and Consumer Act 2010 (Cth), Schedule 2) ("ACL"). Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy conferred by the ACL or any other applicable law that cannot lawfully be excluded.

If you acquire digital products as a consumer (within the meaning of the ACL), you may have statutory rights to a remedy where there is a failure to comply with a consumer guarantee — for example, where content is not of acceptable quality, does not match its description, or is not fit for a disclosed purpose. Remedies may include repair, replacement, refund or compensation, depending on whether the failure is major or minor.

For business customers acquiring products for commercial purposes, the ACL may still apply in some circumstances. If you are unsure whether you are a consumer, seek independent advice.

4. When we may offer a refund or other remedy

Because Products are digital, refunds may be limited once files have been downloaded or accessed. However, you may request a refund or other remedy where, for example:

• the Product materially fails to match its description, tags or sample preview;
• files are corrupt, unusable or materially incomplete in the form described in the listing;
• you did not receive access to purchased files through no fault of your own;
• you were charged twice for the same Product and licence tier in error;
• the listing was withdrawn or unavailable due to a platform or payment error before delivery, and no substitute was agreed;
• another remedy is required by the ACL or applicable consumer law.

We assess each request on its facts. Where appropriate, we may offer a repair (for example, re-uploaded or corrected files), replacement access, partial refund or full refund instead of a refund alone.

5. When refunds are unlikely

We are unlikely to approve a refund where:

• you have downloaded or accessed the files and there is no material problem with the Product;
• the Product works as described but does not meet your subjective expectations, style preferences or project needs;
• you selected the wrong licence tier, file format or variant without checking the listing before purchase;
• you lack compatible software or skills to use the files, where the listing stated reasonable format or skill requirements;
• you have already used the Product in a commercial or published work and a refund would be inequitable;
• the request is made long after purchase without a credible explanation of late discovery of the issue.

Creators may publish additional refund notes on individual listings where permitted by law. Those notes cannot reduce your mandatory consumer rights.

6. How to request a refund

Contact us as soon as practicable after you identify a problem:

1. Gather your order reference, Assetal account email (if applicable), Product name and purchase date.
2. Describe the issue clearly — for example, missing files, corruption, or a mismatch with the listing — and attach screenshots or error messages if helpful.
3. Submit your request via the Contact page or email contact@assetal.store.

We aim to acknowledge requests within a few business days. Complex cases may require coordination with the Creator or our payment partner and can take longer to resolve.

Please do not raise an unjustified chargeback or payment reversal while a support request is open. Doing so can delay investigation and may result in account suspension under our Terms.

7. Creator and platform roles

The Creator is responsible for the Product they list, including file quality, descriptions and honouring the licence tier offered. Assetal provides the marketplace, checkout, delivery infrastructure and support coordination.

When you request a refund, we may investigate directly, ask the Creator for information or corrected files, and decide or facilitate a remedy in line with our Terms and this policy. Refunds, when approved, are typically processed back to your original payment method via our payment partner (such as Stripe). Timing depends on your bank or card issuer.

Platform fees, taxes and Creator payouts may be adjusted when a refund is issued, in accordance with our payment and Creator agreements.

8. Chargebacks and payment disputes

If you dispute a charge with your bank or card issuer without contacting us first, we may provide transaction and delivery records to the payment provider. Unjustified chargebacks or reversals may result in suspension of your account or ability to purchase, as described in our Terms of use.

We encourage you to use the contact path in section 6 so we can resolve issues faster and avoid unnecessary payment disputes.

9. Questions and updates

For general support, account access or policy questions, visit our Contact page.

We may update this policy from time to time. The "Last updated" date at the top of this page shows when it was last revised. Material changes will be reflected on the Service; continued use after an update constitutes acceptance where permitted by law.

This policy is provided for information and does not constitute legal advice.