Here’s a link to our guidelines: Marketplace Guidelines - Unreal Engine
4.3.c Refunds will only be granted for the following reasons:
- Epic is able to reproduce a reported technical issue with the content that prevents customers from using a product as advertised with one of its Supported Engine Versions on one of its Supported Platforms
- Any media or descriptive language the publisher used to represent the product does not accurately represent the assets and/or functionality of the content being distributed
- Epic receives an email from the publisher giving permission to grant the refund for the purchase
In this case, you’ll need to get special permission from the publisher since it does not otherwise qualify for a refund. Find the product on the Marketplace and then click on their publisher name to view their publisher profile, which will list their support email address. We’re happy to process the refund if the publisher grants permission via email.
You can email us at firstname.lastname@example.org with any questions.