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Refund & Return Policy
Effective Date: 30 August 2025
This Refund & Return Policy (“Policy”) is issued by Qylvoro OÜ (registry code 17315512), Mooni tn 18, 10613 Tallinn, Estonia (“Company”, “we”, “our”). Itemare OÜ (registry code 17309345), Jõe tn 5, Kesklinna linnaosa, Tallinn, 10151, Estonia, acts as our technical processor. This Policy applies to all purchases of digital products (3D models, textures, animations, and related digital assets) made through our website polycrafter.org.
1. Final Sale of Digital Content
Digital products are intangible and non-returnable. Once the product key or download link is delivered, accessed, or activated, all sales are final. This does not affect your statutory rights regarding defective or non-conforming digital content under Directive (EU) 2019/770.
2. EU Withdrawal Waiver
If you are a consumer residing in the European Union, you have the statutory right to withdraw from a digital purchase within 14 calendar days. By ticking the waiver checkbox at checkout (“I request immediate access to digital content and acknowledge loss of withdrawal right”), you expressly consent to immediate supply and waive your right of withdrawal under Directive 2011/83/EU.
3. Refunds for Failed Delivery / Non-Functional Keys
Refunds may be requested within 14 calendar days of purchase if the product cannot be delivered due to technical issues or if the provided license key is non-functional. Refunds are subject to verification that the key has not been activated or used.
4. Refunds for Unused / Non-Activated Keys
Refunds may be granted within 14 calendar days of purchase, provided that:
- The activation key has not been redeemed or used.
- The download link has not been accessed.
In such cases, refunds will be processed to the same payment method originally used.
- The activation key has not been redeemed or used.
- The download link has not been accessed.
In such cases, refunds will be processed to the same payment method originally used.
5. Refund Procedure
To request a refund, contact us at support@polycrafter.org with proof of purchase and details of the issue. We will respond within 3 business days and may require verification of non-activation before issuing a refund. Approved refunds are processed within 14 calendar days using the same payment method. Before initiating a chargeback under PSD2, please contact our support team so we can resolve your issue promptly.
6. Exclusions
Refunds are not available for:
- Activated or redeemed keys
- Successfully downloaded or accessed products
- Issues resulting from incompatibility with your hardware or software environment, if system requirements were clearly disclosed prior to purchase.
This does not limit your statutory rights under Directive (EU) 2019/770.
- Activated or redeemed keys
- Successfully downloaded or accessed products
- Issues resulting from incompatibility with your hardware or software environment, if system requirements were clearly disclosed prior to purchase.
This does not limit your statutory rights under Directive (EU) 2019/770.
7. Data Retention
We retain refund and transaction data for 7 years in accordance with the Estonian Accounting Act §12 and AML compliance requirements. Other personal data associated with refund processing is retained only as long as necessary to fulfil this Policy or as required by law.
8. Contact
Data Protection Officer (DPO): privacy@polycrafter.org
Customer Support: support@polycrafter.org
Qylvoro OÜ, Mooni tn 18, 10613 Tallinn, Estonia
Complaints may also be addressed to the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon): info@aki.ee, Tatari 39, 10134 Tallinn, Estonia.
Customer Support: support@polycrafter.org
Qylvoro OÜ, Mooni tn 18, 10613 Tallinn, Estonia
Complaints may also be addressed to the Estonian Data Protection Inspectorate (Andmekaitse Inspektsioon): info@aki.ee, Tatari 39, 10134 Tallinn, Estonia.
9. Governing Law
This Policy is governed by and construed in accordance with the laws of Estonia and applicable EU consumer protection directives, including Directive 2011/83/EU and Directive (EU) 2019/770.