Official refund policy is live!
Forum exclusive! I’ll be publishing the monthly blog post rollup tomorrow to announce it officially and widely, but I just quietly published our official refund policy in our FAQ, and you’re hearing it here first: https://publish.unrealengine.com/faq
The short version is, you have 10 days to request a refund for Marketplace content. If there’s a problem with the content, the seller is required to fix it, and we’ll connect you directly with the seller and give a hard deadline to quickly resolve the. If it can’t be fixed in time, we’ll provide the refund, and give the seller your feedback. helps keep the quality of Marketplace content and the accountability of its sellers as high as possible.
We’ve found that in the vast majority of refund requests, most people simply want a solution to a technical problem, and didn’t realize that the Marketplace requires sellers to continuously support their content. gives sellers valuable feedback in how to improve and support their content, and it gives everyone buying Marketplace content more confidence in what they want to use in their projects. Everybody wins!
Here’s the text of it:
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What about refunds?
When we receive a refund request, our immediate response is to examine the to determine if it’s something Epic or the seller can fix. If there’s a technical, the screenshots or video are misleading, or if the seller isn’t responding to requests for support, we’ll gather all the information we can about the you’re having and contact the seller directly to address. If they’re unable to resolve the promptly, we’ll grant the refund, and request that the seller update their content with the feedback we receive.
In order to qualify for a refund of your Marketplace item you must provide us with the following information:
- The email address associated with your account
- Your Order ID from the emailed receipt
- The reason for requesting a refund
- In the case of a technical or bug, please provide us with a detailed description of the you have been experiencing, so that we can work with the seller to resolve the.
- When you have information ready, please contact us at .
In what circumstances can I request a refund?
You can request a refund for the following reasons:
- The item is not compatible with the latest version of the engine
- A bug within the Marketplace item prevents you from using it as advertised
- The Marketplace item is not compatible with the configuration or technical specifications of your intended projects
- The description, screenshots, or video in the Marketplace don’t accurately reflect the content of the Marketplace item
- What time frame do I have when requesting a refund?
You have 10 calendar days from the date of the initial purchase to contact Epic and request a refund. If you have contacted us with a technical, we will contact the seller to give them the opportunity to fix it. The seller will be given three days to respond to attempt to resolve the. If the hasn’t been resolved to your satisfaction, then we will the refund.
What if I didn’t contact Epic within 10 days?
After 10 days, we don’t guarantee refunds, but we will still contact the seller to attempt to resolve your, and consider your refund request based on its specifics.
What if content I bought has been removed from the Marketplace?
If a submission you’ve purchased was removed you have 30 days from the date of removal to contact us for a refund.
Can I go directly to the seller for a refund?
Not currently. While a seller may be able to provide technical support for their item, only Epic has the ability to refunds for Marketplace items.
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We’ve been working on policy since July and we think is the fairest balance between supporting customers and supporting sellers, and we’d like to hear what you think. The official announcement goes out tomorrow. Thanks, all!