Refund policy

We take product quality-related issues very seriously and are always determined in resolving them to satisfy customer expectations. The request should be submitted to support@cgtrader.com within 7 days after the purchase and should be based on one of the reasons identified below:

• The product does not match it's description/preview images in a significant manner
• Crucial model parts, details, textures or files are missing (not applicable when issues are caused by exchange format limitations)
• The model is mistaken for a physical/tangible object and the digital file has not been downloaded.

When requesting a refund, please, indicate the purchase order number, the problem encountered, software and file formats used. After receiving a refund request, CGTrader commits to process the request within 5 business days.

Please note: We always issue a refund if the buyer did not download the files after purchasing a model or if there is something wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description), but we can't issue refunds if the model is working, matches the description and user has already downloaded the file.