We offer refunds for defective products downloaded from FlatPyramid. The way it works is that if you purchase and download a product and it is deemed as defective or does not live up to the product description or product preview images then we will first make every attempt to have the problem corrected quickly. If we can not correct the problem in a timely manner we will promptly cancel your order and refund your money when you contact us within 48 hours of purchasing and downloading the product.
Please note that we offer refunds or exchanges for downloadable products deemed as defective or products that do not live up to the product’s description or product preview images.
If you are unsure about a certain product or need additional information, renders, specifications, please contact us before you buy and we will gladly assist you.
If you purchased a digital product from us with the assumption that it is a physical product, we will refund your payment less a 10% processing and transaction fee as long as you have not downloaded the product and contact us within 14 days of your purchase.
Custom 3D Models
All deposits paid for custom 3d modeling jobs are non-refundable. If the client receives and is not satisfied with the final deliverable 3d model files then we will make all attempts to resolve the issue provided it is within the original scope of work.
Notwithstanding, we offer no refunds whatsoever of the deposit paid for custom 3d modeling jobs.
Downloaded products that are defective can be returned or exchanged. A defective product is a product that is unusable when it is used according to the product’s specifications and format provided, or when the product does not live up to the product’s description or preview images. In accordance with the Seller Representation of Warranties in the End User License & Membership Agreement, any defective product may be exchanged or returned to the Seller.
Please note that there is no warranty that the product will be usable when the product is not used according to the product’s description, specifications and/or in the formats provided.
Refunds are issued only after the Customer has worked with FlatPyramid and/or the Seller to resolve the problem. If the issue cannot be resolved within 72 hours after notification then we would issue Customer the refund. However, you must contact us and bring the issue to our attention within 48 hours of purchasing and downloading the product.
When and if a refund is issued, the Customer is responsible for the immediate deletion of all files using the product and may not distribute, sell or use the product.
Order Cancellation Policy
Please submit any cancellation via email to cancelorder_at_flatpyramid.com or call on our business phone at 310-697-3740 within 48 hours of the order. This is especially useful if a customer purchases a product in error and has not yet downloaded the product. If you purchased a digital product from us with the assumption that it is a physical product, we will refund your payment less a 10% processing and transaction fee as long as you have not downloaded the product.
Email cancellations must contain the following:
First name, last name, order number, and email address.
This information must be identical to the information originally submitted on your order. Please provide contact information so that we may contact you if we have questions in regards to canceling your order. Every effort will be made to accommodate the cancellation of your order, providing your order has not been downloaded.
In the event that a cancellation was submitted (via email or phone), after you have already been charged, we will gladly refund the complete balance charged. However, if the cancellation was documented as received after the order was downloaded, and the product does not fall under the defective product status then we will not refund the charge.