--- title: "Refund Policy" description: "3DIMLI refund policy for digital products. Learn about refund eligibility, the process for buyers and sellers, and dispute resolution." canonical_url: "https://support.3dimli.com/refund-policy" md_url: "https://support.3dimli.com/refund-policy.md" source: "docs/Policies/Refund Policy.md" x_aeo_version: "1.0" estimated_tokens: 2857 --- # Refund Policy Video: [3DIMLI Refund Policy Explained | How Refunds Work for Buyers & Sellers](https://www.youtube.com/embed/hUv_M0s6qd0?si=refund-policy) **Last updated:** March 20, 2025 **Effective Date:** March 20, 2025 ![3DIMLI Policies License Policy ](https://media.3dimli.com/3DIMLI-Images/docs/Policies/PoliciesRefundPolicy.avif "License Policy") --- ## 1. Introduction and Platform Overview Welcome to **3DIMLI**, a Software as a Service (SaaS) all-in-one digital commerce platform that enables creators and businesses to start their stores as sellers and reach a global audience. Our platform exclusively supports **digital product sales**. Physical products are not permitted. **Important Notice:** 3DIMLI does **not** buy, sell, or take ownership of any digital products. Our role is limited to providing software tools and infrastructure for sellers to manage and sell their digital products directly to buyers. All transactions occur strictly between the buyer and the individual seller. Because all products on 3DIMLI are digital, this refund policy is designed to balance fairness for both buyers and sellers while protecting the integrity of digital commerce. Please review this policy carefully before making any purchase. --- ## 2. Refund Eligibility Requirements ### 2.1 Primary Eligibility Criteria A refund request is eligible only when **both** conditions are met: 1. The product has **not been downloaded**: the buyer has not downloaded or accessed the product files. 2. The request is within the **7-day refund window**: submitted within 7 calendar days of purchase. **Both** conditions must be true. If the product has been downloaded, even within the 7-day window, the automated refund option is not available. #### Pre-Download Confirmation Before the first download, buyers see a confirmation dialog stating: > **"This purchase is final and non-refundable once confirmed."** The dialog includes a link to the full Refund Policy. Buyers must click **Confirm** to proceed or **Cancel** to keep their refund eligibility. Subsequent downloads of the same product skip this confirmation. #### After Download: Contact the Seller If a buyer has downloaded the product but encounters issues (defective files, missing assets, misleading description, etc.), they should **contact the seller directly**. Sellers can manually issue refunds from the **Orders** tab in their seller dashboard: see [Seller-Initiated Refunds](#seller-initiated-refunds) below. #### Additional Requirements - Request submitted through the official platform refund system - All required documentation provided at submission #### Valid Refund Reasons - Product is defective, corrupted, or non-functional - Product is substantially incomplete or missing promised components - Product description is materially misleading or inaccurate - Seller failed to deliver promised digital assets - Severe technical issues with no resolution from seller - Product violates 3DIMLI’s Acceptable Use Policy --- ### 2.2 Documentation Requirements **Evidence may include:** - Screenshots or technical error logs - Correspondence with the seller - Clear explanation of how the product fails to meet advertised specifications - Proof of misleading descriptions or missing assets --- ### 2.3 Seller Response Requirements **Seller Obligations** - Respond to refund requests within **48 hours** - Attempt reasonable technical resolution - Provide support for legitimate issues - May offer alternatives prior to refund approval --- ## 3. Non-Refundable Circumstances ### 3.1 Automatic Refund Exclusions The automated refund button is **not available** if: - The product **has been downloaded**, accessed, or used (even within the 7-day window) - The 7-day refund window has passed (even if not downloaded) Additionally, refunds are not permitted for: - Repeated requests after denial - Requests submitted outside official channels :::note If the product has been downloaded but there is a legitimate issue, the buyer should contact the seller directly. The seller can issue a manual refund from their dashboard. ::: #### Compatibility & Requirements - Software or hardware incompatibility when requirements were disclosed - Platform or version incompatibility clearly stated - User error when instructions were provided --- ### 3.2 Seller-Protected Scenarios Sellers are protected when: - Product functions as described - Buyer downloaded and used the product - Issues resolved via seller support - Buyer failed to follow documentation - Product meets all advertised specifications --- ## 4. Refund Request Process ### 4.1 Initiating a Refund Request **Steps** 1. Use **Request Refund** in purchase history within 7 days 2. Complete refund form with detailed reason 3. Upload evidence and documentation 4. Await seller response (48 hours) 5. Receive approval or denial notification **Required Information** - Order number and purchase date - Specific refund reason - Detailed issue description - Supporting evidence - Confirmation product was not downloaded --- ### 4.2 Seller Review and Response - Sellers receive immediate notification - 48-hour response window - May offer support or alternatives - Must follow platform policy - Partial refunds apply only if defined **Automatic Approval** - If no seller response within **7 days**, refund is automatically approved - Buyer receives full refund - Product access permanently revoked --- ### 4.3 Appeal and Escalation **Buyer Appeals** - Appeal within **3 days** of denial - Additional evidence may be required - Final platform policy compliance review **Payment Provider Escalation** - Disputes may be escalated to the payment provider (PayPal, Stripe, or Razorpay) - Buyer provides full documentation - The payment provider’s dispute rules apply - Platform provides transaction records only --- ## 5. 3DIMLI’s Role and Limitations ### 5.1 Platform Role **3DIMLI Responsibilities** - Provide refund infrastructure - Enforce seller response timelines - Process approved refunds - Maintain transaction records - Facilitate buyer-seller communication **Limitations** - Does not decide refunds - Does not evaluate product quality - Does not provide product support - Does not mediate payment provider disputes --- ### 5.2 Payment Processing and Disputes - Refunds processed through the original payment gateway (PayPal, Stripe, or Razorpay) - Platform does not control processing - Gateway processing fees may apply - Disputes handled directly through the payment provider --- ## 6. Unified Policy and Customer Support ### 6.1 Unified Refund Rules All sellers on 3DIMLI follow the same platform-wide refund policy. Sellers cannot override or modify the automated refund eligibility criteria. - Automated refunds require **both**: product not downloaded **and** request within 7 days - If the product has been downloaded, the automated refund button is unavailable - Buyers are warned before their first download via a confirmation dialog - For post-download issues, buyers should contact the seller directly --- ### 6.2 Seller-Initiated Refunds Sellers can manually issue refunds from the **Orders** tab in their seller dashboard, regardless of download status. This allows sellers to resolve issues directly with buyers. **How it works:** 1. Go to **Inventory → Orders** in the seller dashboard. 2. Find the order and click **Refund** on individual items, or use **Refund Order** for multiple items. 3. Choose a refund type: - **Refund & Revoke Access**: buyer receives refund and loses download access - **Refund & Keep Access**: buyer receives refund but retains download access 4. Optionally add a refund reason (visible to the buyer). 5. Confirm the refund. **Bulk refunds:** - Select multiple items within an order to refund at once - Provide a collective reason or individual reasons per item - View a summary of total refund amount and remaining balance before confirming Refunds are processed through the same payment gateway used for the original transaction (PayPal, Stripe, or Razorpay). --- ### 6.3 Seller Customer Service Standards **Best Practices** - Respond to buyer inquiries within 48 hours - Provide accurate product descriptions to reduce disputes - Offer reasonable technical support before issuing refunds - Maintain professional communication - Use the manual refund option to resolve legitimate post-download issues --- ## 7. Product Access & Download Management ### 7.1 Access Control During Review - Download access disabled upon refund request - Access remains suspended until decision - Prevents product usage during review **Post-Decision** - Approved: Access permanently revoked - Denied: Access restored - Partial: Terms clearly communicated --- ### 7.2 Download Records - Full download history retained - Timestamps recorded - Used to verify eligibility - Preserved for disputes --- ## 8. Financial Terms and Fees ### 8.1 Commission Policy - 3DIMLI takes **no sales commission** - Sellers keep 100% of revenue - Platform revenue via subscriptions - Payment gateway processing fees are non-refundable --- ### 8.2 Refund Processing Timeline - Refunds processed within 24-48 hours - Appears in your payment account per the provider's schedule - Currency conversion fees not refundable --- ## 9. Geographic Restrictions ### 9.1 Payment Gateway Requirements - Sellers must connect a supported payment gateway (PayPal, Stripe, or Razorpay) - PayPal sellers must use PayPal Business accounts - Indian PayPal accounts cannot receive seller payouts due to RBI regulations: sellers in India can use Stripe or Razorpay - Refunds are processed through the same gateway used for the original transaction - Policy updates reflect regulatory changes --- ### 9.2 International Compliance - Cross-border refunds may take longer - The payment provider determines exchange rates - Local regulations apply --- ## 10. Policy Enforcement & Abuse Prevention ### 10.1 Refund Abuse Prevention - Monitoring excessive refund activity - Account flagging and restrictions - Cooperation with payment providers **Consequences** - Warnings - Temporary restrictions - Suspension or permanent ban --- ### 10.2 Seller Protection - Documentation prevents abuse - Clear eligibility criteria - Appeal support for sellers --- ## 11. Policy Updates ### 11.1 Change Notifications - 14-day notice for major updates - Email and platform alerts - Continued use implies acceptance --- ### 11.2 Emergency Updates - Legal or regulatory requirements - Security or fraud prevention - Payment provider policy changes --- ## 12. Contact & Support ### 12.1 Refund Inquiries **Email:** connect@3dimli.com **Subject:** Refund Inquiry **Response Time:** 24-48 hours **Hours:** Mon-Fri, 9:00 AM - 6:00 PM IST --- ### 12.2 Specialized Support - **Refund Process Help**: Include order details - **Refund Technical Issue**: Priority handling - **Refund Dispute**: Policy interpretation only --- **Important Notice:** This Refund Policy forms part of the 3DIMLI User Agreement and must be read alongside the Terms & Conditions, Acceptable Use Policy, and Privacy Policy. By purchasing on 3DIMLI, you acknowledge and accept this policy.