Epic Games

Support Center

Unreal Engine Marketplace Refund Policy

Last Updated: Aug 24, 2016 02:33PM EDT

What about refunds?

Before items are released on the Marketplace, extensive testing is performed to ensure the products are functional and perform as advertised.  For technical support or questions regarding product usage, Marketplace encourages buyers to connect with sellers.  All attempts will be made to troubleshoot technical issues before a refund will be issued.  

When requesting a refund please provide the following information:

  1. The email address associated with the purchase

  2. The Order ID from the emailed receipt

  3. The reason for requesting a refund

  4. In the case of a technical issue or bug, please provide detailed descriptions of the issue including screenshots, videos, and/or system logs or steps taken in order to replicate the experiences.  Please also include any suggestions or support provided by the seller.

Please send this information to the Marketplace support team by completing the Refund Request Form.
 

In what circumstances will a refund be Issued?

Refunds will be issued after the item purchased has been tested and proven to not function as advertised on the marketplace listing.  Our support staff will test the product in order to replicate the experiences of the buyer.  If the experiences are reproducible and deemed to be a fault of the product we will contact the seller and offer them a chance fix the issue through an update.  If no fix is available for the product a refund will be issued.  Refunds will also be issued for system errors involving duplicate or multiple purchase of the same item.

 

Refunds are NOT issued for claims of buyer’s remorse or items purchased in error.  Any exceptions to this policy are at the seller’s discretion.  
 

What time frame do I have when requesting a refund?

The buyer has 48 hours from the time of the initial purchase to contact Epic and request a refund.  With requests involving technical issues,the seller will be contacted and given the opportunity to provide support in order to fix the issue.  The seller will be given two business days to respond to the buyer with a resolution plan.  If the issue hasn't been addressed or cannot be resolved, then a refund will be issued.
 

What if I didn’t contact Epic within 48 hours?

Refund requests received beyond 48 hours from time of purchase will still be assessed and processed as stated above, however reissuing funds may take longer to process and cause a delay in returning the funds to the original method of payment.
 

What if content I bought has been removed from the Marketplace?

Marketplace items removed from Marketplace for fraudulent reasons will be automatically refunded.  Refunds for all other removed items will be issued at the seller’s discretion.  
 

Can I go directly to the seller for a refund?

Yes, refunds can be made at the seller’s discretion.  Marketplace encourages contacting the seller first for any technical issues or troubleshooting questions.      

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