Refund Policy
Last updated: May 3, 2026
This Refund Policy explains when and how Penguin 3D AI issues refunds for digital 3D model downloads and subscription plans. By purchasing on our platform, you agree to the terms below.
1. Overview
Because our products are digital files delivered instantly upon purchase, all sales are considered final once a file has been successfully downloaded and works as described. We nevertheless honor refund requests that meet the eligibility criteria set out in this policy, in good faith and within the limits of applicable consumer protection law. Penguin 3D AI sells through Lemon Squeezy, which acts as our Merchant of Record (MoR). Lemon Squeezy is the seller of record for tax and chargeback purposes; your invoice and bank statement will reference Lemon Squeezy. In addition to the rights set out below, Lemon Squeezy reserves an independent right to issue refunds within 60 days of purchase at its sole discretion, primarily to prevent chargebacks. Refunds issued by Lemon Squeezy under that discretion will be honored, and the corresponding download license or subscription access will be revoked.
2. Eligible Reasons for Refund
We may issue a refund when one or more of the following apply: (a) the 3D model significantly differs from its description, preview images, or stated specifications; (b) essential model components, geometry, textures, or files advertised in the listing are missing; (c) the file is corrupted, malformed, or technically unusable through no fault of the buyer; (d) the wrong product was purchased by mistake and no file has been downloaded.
3. Non-Refundable Cases
Refunds will not be granted when: (a) the file has been downloaded and functions as described; (b) the buyer changes their mind after download; (c) the buyer is unable to use the file because of incompatible third-party software, hardware, or workflow not stated in the listing requirements; (d) subscription credits have been partially or fully consumed; (e) the request is submitted after the refund window has expired.
4. Subscription Plans
Subscription plans renew automatically at the end of each billing period. You may cancel at any time, which will stop the next renewal; you will retain access until the end of the current paid period. Mid-period cancellations are not refunded on a prorated basis, and any unused download credits are forfeited at the end of the period. If a billing error occurs, contact us within 7 days and we will correct it.
5. Refund Window
Refund requests must be submitted within 7 days of the original purchase date. Requests received after this window will not be considered, except where required by applicable law.
6. How to Request a Refund
Send an email to support@penguin3d.ai from the address associated with your account, including: (a) your order or transaction number; (b) a clear description of the problem; (c) the software and version you used to open the file; (d) the file formats you attempted; (e) screenshots or a short video where helpful. Incomplete requests may delay processing.
7. Processing Time
We review eligible requests within 5 business days of receipt. If approved, the refund is issued to the original payment method and typically appears within 5–10 business days, depending on your bank or payment provider.
8. Alternatives to a Cash Refund
Where possible, we may first offer to resolve the issue with a technical fix to the model, a replacement model of equivalent value, or store credit. Buyers are free to decline these alternatives and request a cash refund if they remain eligible under section 2.
9. Chargebacks
Please contact support@penguin3d.ai before initiating a chargeback with your bank or card issuer. Most issues can be resolved faster directly. Chargebacks filed without prior contact may result in suspension of your account and revocation of any associated content licenses pending resolution.
10. Contact Us
Questions about this Refund Policy or a specific request should be sent to support@penguin3d.ai. We aim to respond within 48 business hours.
11. Changes to This Policy
We may update this Refund Policy from time to time. Updates will be posted on this page with a new revision date. Purchases are governed by the version of this policy in effect on the date of the transaction.