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Refund Policy

This refund policy applies to plugin purchases made through the Unreal Engine Marketplace. It does not apply to Premium support plans, which have their own refund policies outlined here. It does not apply to any of our other games or products sold through other stores.

Am I eligible for a refund?

When it comes to issuing refunds, we adhere to the Marketplace FAQ for refund eligiblity. That is, you are eligible for a refund when Epic makes a determination that the product has a technical issue, misleading screenshots or misleading video content. You can view the full requirements for refund eligibility on the Marketplace FAQ page under "Refunds".

Because the Marketplace directly distributes source code to customers, it is often not possible for us to permit refunds outside the reasons that Epic Games directly allow for.

I've changed my mind after my purchase? Can I get a refund?

Last time we checked in with Epic Games, they no longer had the ability to check if a product has been downloaded through the launcher. We are not able to offer "change of mind" refunds until they get this ability back.

If you send through a "change of mind" refund request, we'll still ask Epic Games if they can confirm that it hasn't been downloaded, but we won't be able to issue a refund if they haven't fixed their ability to check if products are downloaded.

If you have not downloaded the product through the Epic Games Launcher, and you have not verified your receipt in the License Manager (which would give you access to the source code via GitLab), then you can request a "change of mind" refund within 14 days of your purchase.

When requesting a "change of mind" refund, please include your order ID (which will be something like A0000000000000000 found on your receipt) and send an email to [email protected].

If you've downloaded the product through the Launcher, or you've had potential access to the source code through the License Manager, then we are not able to issue a refund.

Why can I not get a refund once I've downloaded the source code?

The Marketplace directly distributes the source code of the plugin to you, DRM free, when you install the plugin through the Launcher. The License Manager allows you to directly download the source code from GitLab.

The nature of this type of distribution means that we have no way to ensure users do not continue to use the plugin or its source code after a refund has been processed.

I am not eligible for a refund, what are my other options?

If you are not eligible for a refund, or the product does not meet your expectations, we'd like to understand how we can either improve the product to meet your requirements, or improve our product descriptions to increase clarity around what a product does or does not do.

You can provide this feedback through any of our available support channels, or directly to [email protected].

Australian Customers covered under Australian Consumer Law

We are not required to provide a refund or replacement if you change your mind.

But you can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn't do what we said it would, or what you asked for and can't easily be fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase ‐ e.g. your receipt.

Refund policy last updated June 2021
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