Refund Policy

PROmax3D Refund and Return Policy

At PROmax3D, we want you to buy with the same confidence you would have on major 3D marketplaces. Because our products are digital goods, our refund policy is designed to protect both our customers and our digital intellectual property.

Eligibility for a Full Refund:

We will grant a full refund to your original payment method (processed within 3-5 business days) within 14 days of your purchase if your order meets any of the following criteria:

• The file is broken or misrepresented: If the 3D model contains technical errors, corrupted files, or does not match the description/preview images shown on the product page.
• The file was never downloaded: We can verify through our Shopify server logs if a file has been downloaded. If you made a purchase in error and never initiated the download, you are eligible for a full refund.

When Refunds Are Not Issued:

Due to the easily duplicable nature of digital files, we cannot issue refunds in the following scenarios once the file has been downloaded:

• Wrong Format/Software Incompatibility: We clearly list the software compatibility (e.g., 3ds Max, Maya, Blender, Unreal Engine) and file formats (e.g., .FBX, .OBJ, .MAX) on every product page. We do not issue refunds if you purchase a model for software that is not listed as supported.
• Lack of Expertise: We do not offer refunds if you lack the 3D software knowledge required to use, rig, or render the files.
• Project Changes: If the model works perfectly but you simply changed your mind or it no longer fits your project's artistic direction.

How to Request a Refund:

If you experience a technical issue, please contact us immediately via our Contact Us page. Provide your Order Number, a description of the issue, and screenshots if applicable. Upon receiving a refund, your license to use the 3D model is immediately revoked, and you must delete all downloaded files associated with the purchase.