Refund & Cancellation Policy

Last updated: 2 May 2026

Our products are digital assets, plug-ins, and source files delivered instantly after payment. Because digital goods cannot be “returned” in the way physical goods can, our refund policy is necessarily narrower than for retail purchases. We do, however, take customer satisfaction seriously and review every request individually.

1. When you may request a refund

We will consider refund requests in the following cases:

• Technical failure on our side: the file is corrupt, the download link is permanently broken, or the product materially differs from what is described on its page.
• Accidental duplicate purchase: you bought the same product twice within a short period and have not downloaded the second copy.
• Unauthorised purchase: someone used your card without your permission and you have reported it to your bank. We require proof.
• Goodwill, at our discretion: in cases that don’t fit the categories above but where it’s clearly the right thing to do, we may still refund.

2. When refunds are not available

We are unable to refund in cases such as:

• You changed your mind after downloading the file.
• The product is incompatible with your specific engine version, project, or workflow, where compatibility was clearly stated and you did not check before buying.
• You have used the file in a project or modified it before requesting the refund.
• The request is made more than 14 days after the original purchase.

3. How to request a refund

Send an email to gendexstudio@gmail.com with:

• The email address associated with your account.
• The order or payment reference (visible on My Downloads or your payment confirmation).
• The product name.
• A short description of the issue and, where applicable, a screenshot or error message.

We aim to respond within 3 business days. Once a refund is approved, the amount will be returned to the original payment method via our payment provider. Depending on your bank, the refund may take 5–10 business days to reflect on your statement.

4. Cancellation of an order

Because our products are delivered instantly, an order generally cannot be cancelled once payment is confirmed. If you change your mind before the payment is captured, simply close the checkout window. If you accidentally completed a purchase and have not yet downloaded the file, email us straight away and we will cancel and refund if possible.

5. Chargebacks

If you have an issue with a purchase, please contact us first — we are usually able to resolve things faster than a chargeback can go through. Filing a chargeback without first attempting to reach a resolution may result in suspension of your account and any associated downloads being revoked pending the dispute outcome.

6. Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of this page reflects the current version. Any change applies only to purchases made after the update date.

7. Contact

For any refund question, write to gendexstudio@gmail.com.