1) Scope
This policy applies to purchases made on nyxlo.com, including digital assets, tools, templates, and related content (“Assets”). Nyxlo operates a multi-vendor marketplace. Depending on your location and the seller’s setup, Nyxlo or the Creator may be the merchant of record; in all cases, Nyxlo administers refund requests under this policy.
2) General principle for digital content
Because Assets are downloadable digital content, all sales are final once an Asset has been downloaded or accessed. We encourage buyers to review descriptions, requirements, documentation, and previews before purchasing.
3) EU/EEA right of withdrawal
If you are in the EU/EEA and have not started downloading or accessing the Asset, you have a 14-day right of withdrawal. By starting the download or accessing the Asset, you expressly consent to immediate supply and acknowledge you lose the statutory right of withdrawal for that purchase.
4) When we will consider a refund
We will review refund requests made within 14 days of purchase when one or more of the following apply:
• Non-functional or broken: The Asset does not work as described and the issue cannot be resolved through support within a reasonable time.
• Material misrepresentation: The listing materially misstates features, compatibility, or contents.
• Duplicate purchase: Accidental duplicate orders of the same Asset on the same account.
• Unauthorized payment: Verified fraudulent or unauthorized transactions (we may require proof and may also advise contacting your payment provider).
5) What is not refundable
• Downloads already accessed or used, except where sections 4 or 7 apply.
• Compatibility issues caused by not meeting the stated requirements (e.g., engine version, render pipeline, platform, OS).
• Buyer’s remorse or change of mind.
• Custom work, services, commissioning, or consulting.
• Bundles or promotional packs where part of the bundle is used or accessed.
• Third-party license keys or external downloads delivered after purchase.
• Assets that have been resold, shared, or redistributed in violation of the license.
6) Support-first resolution
Most issues are resolved through support. Before a refund is considered, you may be asked to:
• Provide your order ID, Asset name, and a clear description of the issue.
• Share reproduction steps, engine/version details (e.g., Unity/URP/HDRP), logs, and screenshots.
Nyxlo and the Creator will attempt to fix or replace the Asset within a reasonable timeframe. If the issue cannot be resolved, we may approve a refund.
7) Takedowns and defective content
If an Asset is removed for legal reasons or is confirmed defective and irremediable, Nyxlo may grant refunds beyond the normal window, at our discretion.
8) How to request a refund
Email info@nyxlo.com from the account email with subject “Refund Request – [Order ID]” and include:
• Order ID, purchase date, Asset name;
• Issue summary and steps already taken;
• System/engine details and any logs or screenshots.
9) Outcomes and access
If a refund is approved, it will be issued to the original payment method. On refund, your license is revoked and access to the Asset (including future updates and support) is removed. If creator payouts were already made, we may offset the refund against future payouts.
10) Timing, fees, and currency
Processing times vary by payment method and bank. Exchange rates, bank charges, or platform fees are not controlled by Nyxlo. We do not refund non-recoverable payment processor fees unless required by law.
11) Chargebacks
If you initiate a chargeback, we may suspend the related license(s) and account access while the matter is reviewed. Abuse of chargebacks or refunds may result in account restrictions or closure.
12) Abuse and fair use
We reserve the right to deny refunds to users who abuse the policy, including repeated refunds, redistribution, or misuse of downloaded content.
13) Changes to this policy
We may update this policy from time to time. The updated version will be posted on nyxlo.com. Material changes may be communicated via email or site notice.
14) Contact
Questions? Contact info@nyxlo.com.