Refund Policy — MYGEN3D

Overview

MYGEN3D sells digital products (3D models and assets). Because digital products are delivered immediately upon purchase and cannot be "returned," our refund policy is designed to be fair while protecting both buyers and sellers.

        Quick Summary: Refunds are available within 14 days of purchase under specific qualifying conditions. Once a file has been downloaded, refunds are generally not available except where the product was materially misrepresented.
    

When Refunds Are Granted

✓ Eligible for Refund

Product not as described: The 3D model significantly differs from the listing description, preview images, or stated specifications (e.g., polygon count, included formats).
Technical defect: The downloaded file is corrupted, unreadable, or does not open in standard 3D software without defects caused by the file itself.
Duplicate purchase: You accidentally purchased the same product twice — the second purchase can be refunded if reported within 14 days.
Product removed by seller: If a seller removes or significantly alters a product after your purchase, a full refund is available.
Unauthorized transaction: Your account was accessed without authorization and used to make purchases.
EU Cooling-Off Period: EU residents have a statutory right to cancel digital purchases within 14 days, unless they have already downloaded the content and waived this right at checkout.

✗ Not Eligible for Refund

The file has been downloaded and the product works as described.
You changed your mind, no longer need the product, or found a better alternative.
The product doesn't meet your artistic preferences or project requirements not stated in the description.
More than 14 days have passed since purchase.
The product was purchased as part of a bundle or promotion (unless the entire bundle qualifies).
You violated the license terms (attempted resale or redistribution).

Refund Timeline

Payment Method	Refund Timeline
Korean credit/debit card (Toss)	3–7 business days to original card
Kakao Pay / Naver Pay (Toss)	1–3 business days
Virtual account (Toss)	3–5 business days to your bank
International card (Paddle)	5–10 business days to original card
PayPal (Paddle)	1–3 business days to PayPal balance

Refunds are issued to the original payment method. We cannot issue refunds to a different account or as store credit.

How to Request a Refund

1

Contact us within 14 days of purchase

Email support@mygen3d.com with subject: "Refund Request — Order #[your order number]"

2

Describe the issue

Include your order number, the product name, and a clear explanation of why you are requesting a refund. Screenshots or error messages help speed up the process.

3

Review within 2 business days

Our team reviews your request and responds within 2 business days. We may ask for additional information to verify the issue.

4

Refund processed

If approved, the refund is initiated immediately. See the timeline above for when funds appear in your account.

Alternatively, you can submit a refund request through your Purchases page by clicking "Request Refund" next to the relevant order.

AI Generation Service Refunds

For MYGEN3D's AI 3D generation service (converting photos to 3D models):

Generation fee: Non-refundable once processing has begun, as computing resources have already been consumed.
Failed generation: If the generation fails due to a technical error on our end and no usable output is produced, a full refund of the generation fee will be issued automatically.
Quality: 3D generation quality depends on input photo quality. Refunds are not issued for results that differ from expectations when the service technically worked correctly.

Chargebacks & Disputes

If you initiate a chargeback with your bank or payment provider without first contacting us, we may:

Suspend your account pending investigation
Provide transaction evidence to your bank to contest the chargeback
Permanently disable your account if chargebacks are found to be fraudulent

We strongly encourage contacting us directly before initiating a dispute — we resolve most issues much faster than the bank dispute process.

Paddle-Specific Refunds

For purchases made through Paddle (international transactions), Paddle acts as the Merchant of Record. You may also contact Paddle directly for refund requests related to international transactions. Paddle's own refund terms may apply in addition to this policy.

Paddle support: paddle.com/contact

Contact

For refund requests or questions about this policy:

📧 Email: support@mygen3d.com
📝 Subject line: "Refund Request — Order #[number]"
⏱ Response time: Within 2 business days