Return & Refund Policy

Refund eligibility

You may be eligible for a full refund if all of the following apply:

• Your request is submitted within 30 days of the original purchase date.
• The file you received is materially different from what was described in the product listing — for example, missing promised assets, incorrect file format, or corrupted/unreadable files.
• You have not already downloaded and used the file in a commercial project or distributed it to third parties.
• The issue has not been resolved by a replacement file or updated download provided by the seller.

Non-returnable items

The following purchases are not eligible for a refund under any circumstances:

• Products purchased more than 30 days ago.
• Products that have been downloaded and used in a published, distributed, or monetized project.
• Products marked "Personal Use Only" where the buyer has attempted to use them commercially — the license restriction is clearly stated on the product page before purchase.
• Subscription or recurring plan fees after the billing period has begun.
• Purchases made using a discount code or promotional credit, except where the file is genuinely defective.
• Products that were accurately described and delivered as listed, where the buyer's dissatisfaction is based on personal preference rather than a product defect.

How to request a refund

All refund requests must be submitted by email. To ensure your request is processed quickly, include the following in your message:

1. 1

   Email us at [email protected]

   Use the subject line "Refund Request — [Order ID]" so your message is routed to the right team immediately.

2. 2

   Include your order details

   Provide your order ID (found in your purchase confirmation email), the product name, and the date of purchase.

3. 3

   Describe the issue clearly

   Explain what you expected to receive, what you actually received, and why you believe a refund is warranted. Screenshots or file samples help us resolve your request faster.

4. 4

   Wait for our response

   We review all refund requests within 2 business days. We may contact the seller for additional information before making a determination.

Refund timeline

Seller responsibility

PixelVault is a marketplace platform. Individual products are created and sold by independent creators. When a refund is approved due to a product defect or misrepresentation, the refund amount is deducted from the seller's earnings balance. Sellers who receive repeated refund requests may have their listings reviewed or removed. If you have a dispute with a seller that our standard refund process cannot resolve, contact us at [email protected] and we will escalate the matter.