Fair digital-product support

Refunds without confusion

This policy explains when a digital-product refund may be available, what information we need and how we resolve delivery or file problems.

 

Clear reviewWe review duplicate charges, missing delivery and confirmed product defects.
Practical resolutionWe may restore access, replace a file, provide guidance or issue a refund.
Rights protectedNothing in this policy limits mandatory consumer rights.

 1. Digital products and access

FastSpring is the Merchant of Record for purchases. ReM3Dx products are delivered electronically and can be copied immediately after access.

Because of the nature of digital files, change-of-mind refunds are not normally available after a product has been delivered or downloaded. This does not limit any mandatory consumer rights that apply to you.

 2. When a refund may apply

Contact us promptly if you believe there is a billing, delivery or product problem. We review requests involving:

  • a duplicate charge for the same order;
  • an approved order that was not delivered;
  • a corrupted, incomplete or incorrect file;
  • a confirmed defect that prevents the product from working as described;
  • a product materially different from its description;
  • a refund required by FastSpring terms or applicable law.

 3. What is normally excluded

Unless applicable law requires otherwise, a refund is normally unavailable for:

  • a simple change of mind after delivery or download;
  • compatibility requirements that were shown before purchase but not followed;
  • a missing 3DXChat account, subscription or other third-party software;
  • features or results that were not promised on the product page;
  • files that were modified, shared, redistributed or misused;
  • visual differences caused only by game, graphics or display settings.

 4. How to request a review

Email support@rem3dx.fun with your FastSpring order reference, purchase email, product name and a clear description of the issue. Add useful screenshots where possible.

Never send us your password, full card number or card security code. We only need enough order information to identify the purchase.

 5. How we resolve requests

We first try to solve the underlying problem by restoring download access, supplying the correct file or providing reasonable setup guidance. If the issue cannot be resolved, ReM3Dx or FastSpring may approve a full or partial refund to the original payment method.

Processing time depends on FastSpring, the payment provider and your bank. The refund may take additional business days to appear after it has been approved.

Need help with a refund?

Send us your order reference, purchase email and a short description of the issue so we can review it quickly.

support@rem3dx.fun