We take product quality-related issues very seriously and are always determined in resolving them to satisfy customer expectations. The request should be submitted to support@cgtrader.com within 7 days after the purchase and should be based on one of the reasons identified below:

  • The product does not match it's description/preview images in a significant manner
  • Crucial model parts, details, textures or files are missing (not applicable when issues are caused by exchange format limitations)
  • The model is mistaken for a physical/tangible object and the digital file has not been downloaded.

When requesting a refund, please, indicate the purchase order number, the problem encountered, software and file formats used. After receiving a refund request, CGTrader commits to process the request within 3 business days. In case of a refund, you are legally bound to destroy all copies of purchased product files without the right to keep or use them in the future.

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