Refund Policy
Last updated 9/21/2025
This Refund Policy outlines the circumstances under which refunds are provided for digital 3D model purchases on the Viztemple platform. We are committed to ensuring customer satisfaction while maintaining fair policies for all users.
By making a purchase on Viztemple, you agree to the terms outlined in this refund policy.
Overview
We take product quality-related issues very seriously and are always determined in resolving them to satisfy customer expectations. If you encounter any issues with your purchase, we provide a clear refund process to ensure your satisfaction.
Refund requests should be submitted to system@viztemple.com within 7 days after the purchase and must be based on one of the eligible reasons outlined below.
Eligible Reasons for Refunds
We will process refund requests based on the following reasons:
- Product Mismatch: The product does not match its description/preview images in a significant manner
- Missing Content: Crucial model parts, details, textures or files are missing (not applicable when issues are caused by exchange format limitations)
- Physical Product Confusion: The model was mistaken for a physical/tangible object and the digital file has not been downloaded
Request Process
When requesting a refund, please include the following information:
- Purchase order number
- Detailed description of the problem encountered
- Software used to open/view the model
- File formats attempted
Send your refund request to system@viztemple.com with all relevant details and supporting evidence if applicable.
Processing Timeline
After receiving a refund request, Viztemple commits to process the request within 5 business days. Our quality assurance team will review each request thoroughly to ensure it meets our refund criteria.
Processing time for approved refunds is 5-7 business days, and refunds will be issued to the original payment method used for the purchase.
Important Notes
Automatic Refunds: We always issue a refund if the buyer did not download the files after purchasing a model or if there is something wrong with the model (technical issues, missing or corrupted files, incorrect or confusing description).
Non-Refundable Situations: We cannot issue refunds if the model is working properly, matches the description, and the user has already downloaded the file. Digital downloads that have been accessed cannot be refunded unless there are technical defects or misrepresentation issues.
Additional Terms
- Refund requests must be submitted within 7 days of purchase
- All refund requests are reviewed by our quality assurance team
- Processing time for approved refunds is 5-7 business days
- Refunds will be issued to the original payment method
- Digital downloads that have been accessed cannot be refunded unless there are technical defects or misrepresentation issues
Contact Information
For refund requests or questions about our refund policy, please contact:
Email: system@viztemple.com
Response time: Within 24-48 hours