Refund Policy

This Refund Policy (the “Policy”) explains how refund, return, cancellation, exchange, replacement, and credit requests are handled by LuciRift Studio (“LuciRift,” “we,” “our,” or “us”).

This Policy applies to purchases made directly from LuciRift through our websites, storefronts, checkout systems, Accounts, licensing and redemption systems, memberships, Commissions, support workflows, and any other LuciRift-operated purchasing channel that links to this Policy. It forms part of our Terms of Service.

Capitalized terms not defined in this Policy have the meanings given in the Terms of Service. A product page, written quote, Commission agreement, membership offer, Seller policy, marketplace term, or other transaction-specific term may provide additional or more specific conditions. Mandatory rights provided by applicable law always apply.

Refund Policy at a Glance

• Sales are generally final, and refunds are not guaranteed.
• LuciRift may approve a full refund, partial refund, replacement, repair, redelivery, exchange, store credit, Account credit, cancellation, or another reasonable resolution on a case-by-case basis.
• There is no fixed number of days in which a voluntary refund request must be submitted. A request may be submitted at any time, but the absence of a fixed deadline does not mean that a purchase remains refundable indefinitely or that a request will be approved.
• Digital Products, downloaded or accessed content, redeemed licenses, custom or personalized products, Commissions, completed services, and used or altered Physical Products are generally not refundable.
• Nothing in this Policy limits any right or remedy that cannot legally be waived.

1. General Policy

Unless a refund or other remedy is required by applicable law or expressly promised in writing for a specific transaction, purchases made through LuciRift are generally final.

Refunds, returns, exchanges, cancellations, credits, and replacements are not automatic merely because a request is submitted. LuciRift reviews each request individually and may approve or deny a voluntary request based on the facts of that transaction.

When appropriate, LuciRift may offer a resolution other than a cash refund, including troubleshooting, a corrected file, replacement delivery, repair, product replacement, partial refund, store credit, Account credit, exchange, project adjustment, or another reasonable solution.

A resolution offered for one transaction:

• applies only to that transaction;
• does not create a continuing obligation;
• does not change this Policy;
• does not guarantee the same result for another customer or purchase; and
• does not establish that the original purchase was refundable as a matter of right.

2. No Fixed Refund-Request Window

LuciRift does not impose a standard seven-day, fourteen-day, thirty-day, or other fixed deadline for submitting a voluntary refund request under this Policy.

You may submit a request at any time. However, the amount of time that has passed remains one factor in our review. A delayed request may be denied or may limit the resolutions reasonably available when, for example:

• the product has already been downloaded, accessed, redeemed, used, copied, modified, consumed, or transferred;
• a Commission or service has been scheduled, started, substantially completed, approved, or delivered;
• a Physical Product has been used, altered, damaged, discarded, or cannot be inspected;
• relevant delivery, carrier, Account, licensing, or transaction records are no longer reasonably available;
• third-party fees, materials, labor, shipping, or other nonrecoverable costs have already been incurred; or
• the delay makes the reported problem difficult or impossible to verify.

You should report unauthorized charges, duplicate billing, missing deliveries, damaged shipments, incorrect products, and technical delivery problems as soon as reasonably possible so that LuciRift can investigate while relevant records and evidence remain available.

This section does not extend, shorten, or replace any deadline created by law, a payment provider, a financial institution, a carrier, an external marketplace, or a transaction-specific agreement.

3. How to Submit a Request

Submit refund, return, billing, or order-resolution requests through the official LuciRift Support Center:

Support Center: https://lucirift.com/support

Include as much of the following information as is reasonably available:

• your Order ID, invoice number, or Transaction ID;
• the email address or Account associated with the purchase;
• the product, service, Commission, or membership involved;
• the approximate purchase date and amount;
• a clear description of the issue and the resolution requested;
• screenshots, error messages, photographs, tracking information, or other supporting evidence; and
• any troubleshooting or prior support steps already attempted.

LuciRift may request additional information reasonably necessary to verify the transaction, investigate the issue, prevent fraud, confirm ownership, inspect a product, or determine an appropriate resolution.

Do not send a Physical Product back unless LuciRift first provides return authorization and return instructions. An unauthorized return may be refused, delayed, lost, or returned to the sender and does not create a right to a refund.

We review requests in good faith. The time needed depends on the transaction, the available evidence, any third parties involved, and the requested resolution. Any review, processing, or refund deadline required by applicable law will apply.

4. How Requests Are Evaluated

Depending on the transaction, LuciRift may consider:

• the type of product or service purchased;
• whether the item was digital, physical, custom, personalized, subscription-based, or provided by a third-party Seller;
• whether access, download, delivery, redemption, activation, shipment, production, or performance has begun;
• whether the product or service materially matches its description;
• whether a reported issue can be corrected through support, repair, redelivery, replacement, or re-performance;
• the amount of work completed and the costs already incurred;
• the condition and completeness of a returned Physical Product;
• whether the customer followed product, license, installation, compatibility, care, safety, and support instructions;
• whether the problem resulted from unsupported software, hardware, modifications, third-party services, Account restrictions, or customer actions;
• whether the request involves fraud, misuse, policy violations, file sharing, chargeback abuse, or conflicting information;
• the customer’s communications and cooperation during the review; and
• any rights or remedies required by applicable law.

No single factor guarantees approval or denial. LuciRift may approve a full or partial resolution when we determine that doing so is fair, appropriate, commercially reasonable, or legally required.

5. Reasons That Ordinarily Do Not Qualify by Themselves

A voluntary refund is ordinarily not approved solely because you:

• changed your mind;
• made an accidental purchase;
• no longer want or need the product or service;
• found a different or less expensive product later;
• failed to review the product description, previews, included files, license, scope, or requirements;
• misunderstood information that was clearly disclosed before purchase;
• failed to confirm compatibility with your software, hardware, platform, game version, device, or intended use;
• lack the software, equipment, knowledge, experience, or technical ability needed to use the product;
• expected an unsupported feature, platform, modification, or use;
• failed to download, store, or back up delivered files;
• lost access because of your own Account activity, policy violation, platform ban, license violation, or security failure;
• stopped using the product or service;
• failed to cancel a membership before a properly disclosed renewal; or
• purchased an item marked as sale, discounted, promotional, clearance, bundled, final sale, or “as is.”

These circumstances may still be submitted for case-by-case review. They simply do not create an automatic right to a refund.

6. Digital Products, Software, Licenses, and Downloads

Digital Products include software, downloadable files, VRChat assets, avatars, worlds, templates, artwork, music or media, source files, plugins, development tools, licenses, activation keys, redemption codes, membership content, and other electronically delivered products.

Digital Product sales are generally final once the product, download, license, key, code, file, content, or access has been delivered or made available because digital materials can often be accessed, copied, redeemed, retained, or used immediately.

A refund is ordinarily not available because:

• you downloaded, accessed, activated, redeemed, copied, or used the Digital Product;
• the product does not support a platform, version, device, program, or use that was not listed as supported;
• you modified the product or combined it with unsupported third-party content;
• a third-party platform, game, API, service, or operating system later changed;
• you were suspended or banned by a third-party platform for conduct outside LuciRift’s control;
• you failed to follow provided installation or usage instructions; or
• you lost files after delivery and did not maintain a backup.

When a supported Digital Product was not delivered, the wrong file was provided, a download or license does not function as described, or a reproducible supported defect materially prevents intended use, LuciRift may first attempt troubleshooting, corrected delivery, replacement, repair, or another reasonable solution. A refund or partial refund may be considered when an appropriate solution cannot reasonably be provided.

If a Digital Product refund is approved, LuciRift may terminate the applicable license, deactivate access or redemption credentials, remove the product from your Account, and require you to delete all retained copies to the extent legally permitted.

Where applicable law requires express consent before immediate digital delivery or acknowledgment that starting delivery affects a statutory cancellation right, that consent and acknowledgment must be obtained through the applicable checkout or delivery process.

7. Commissions, Custom Services, Deposits, and Fees

Commissions and custom services require reserved time, communication, planning, research, labor, creative work, technical work, project management, and sometimes third-party purchases or nonrecoverable expenses. For that reason, deposits and payments for custom work are generally final once a project has been accepted, scheduled, prepared, or started.

A request to cancel or refund a Commission may be reviewed based on:

• whether work has started;
• the amount and value of work already completed;
• time reserved for the project;
• materials, licenses, services, or other costs already purchased;
• whether deliverables or previews have been supplied;
• whether the customer provided required information, assets, feedback, approvals, and payment;
• whether the request changed after approval;
• whether the project can reasonably be reassigned, reused, or resold; and
• why the project ended.

When no meaningful work has begun and no material cost or reserved-resource loss has been incurred, LuciRift may choose to approve a full or partial refund. Once work has begun, any approved refund may be reduced by the value of completed work and nonrecoverable costs.

Refunds are ordinarily not approved merely because:

• you changed your mind or no longer need the project;
• you stopped responding or failed to provide required materials;
• you requested a different direction after approving the scope or work;
• additional revisions or deliverables were not included in the purchase;
• the project was delayed by missing information, late feedback, scope changes, third-party services, or circumstances outside LuciRift’s reasonable control; or
• completed work reasonably matches the approved brief but no longer matches a later personal preference.

Setup fees, rush fees, revision fees, upgrade fees, application fees, listing fees, consultation fees, queue-reservation fees, and similar charges are generally final once the related time, access, review, priority, or service has been provided.

If LuciRift ends a Commission because we cannot reasonably complete it for a reason not caused by the customer’s breach, noncooperation, unlawful request, or third-party restriction, we may provide an appropriate refund, partial refund, credit, revised deliverable, or other resolution based on the unperformed portion and applicable law.

Custom, personalized, and made-to-order deliverables are generally not returnable or refundable after completion merely because they cannot be resold to another customer.

8. Physical Products and 3D-Printed Items

Physical Product return and refund requests are reviewed case by case. There is no fixed voluntary return-request deadline under this Policy, but you should inspect delivered items and report damage, defects, missing contents, or an incorrect shipment promptly so that the condition and delivery records can be verified.

8.1 Voluntary Returns of Non-Defective Products

When LuciRift voluntarily approves the return of a non-defective Physical Product:

• the product must generally be unused, unmodified, complete, and in substantially the condition in which it was delivered;
• proof of purchase or another verifiable LuciRift transaction record is generally required;
• all included parts, accessories, documentation, and packaging reasonably necessary to resell or inspect the product must be returned;
• the customer is generally responsible for return shipping and safe packaging; and
• the original shipping, expedited-shipping, customs, import, brokerage, and similar charges are generally not refunded unless LuciRift expressly approves otherwise or applicable law requires it.

LuciRift does not charge a standard fixed restocking fee. If a returned product is incomplete, altered, used, damaged after delivery, or reduced in value by customer handling beyond what is reasonably necessary to inspect it, LuciRift may deny the voluntary return or disclose a proposed deduction before completing the return, to the extent permitted by law.

Refunds for approved Physical Product returns may be withheld until the item is received and inspected, unless LuciRift waives the return requirement or applicable law requires another process.

8.2 Custom, Personalized, Sale, and “As Is” Products

Custom, personalized, made-to-order, specially produced, clearance, final-sale, and “as is” Physical Products are generally not returnable for change-of-mind reasons. A request may still be reviewed case by case, and mandatory rights relating to defects, misdescription, non-delivery, or other legally protected issues remain unaffected.

8.3 Damage, Defects, Incorrect Products, and 3D-Print Characteristics

If a Physical Product arrives damaged, materially defective, incomplete, or different from what was ordered, LuciRift may request photographs, video, packaging images, measurements, carrier documentation, or return of the item. Depending on the circumstances, we may provide repair, replacement, missing parts, partial refund, full refund, carrier-claim assistance, or another legally appropriate remedy.

Normal characteristics of handmade or 3D-printed items—such as visible layer lines, seams, support marks, minor surface variation, slight dimensional differences, or small differences between production runs—are not defects when the product otherwise materially matches its description and intended function.

8.4 Address, Delivery, Customs, and Carrier Issues

A refund is not automatic when delivery fails or is delayed because of:

• an incorrect, incomplete, outdated, or undeliverable address supplied by the customer;
• refusal or failure to collect a shipment;
• customs review, import restrictions, duties, taxes, brokerage charges, or government action;
• carrier delays, weather, service interruptions, or events outside LuciRift’s reasonable control; or
• theft or loss after confirmed delivery to the address provided.

LuciRift may nevertheless assist with tracking, carrier inquiries, claims, reshipment, or another case-by-case resolution. Additional shipping costs may apply when an order must be resent because of customer-provided address information or refusal of delivery.

If LuciRift cannot ship merchandise within the promised period—or within the period required by law when no shipping period was promised—we will provide the delay, consent, cancellation, and refund options required by applicable law.

9. Memberships, Subscriptions, and Recurring Charges

Canceling a membership or subscription prevents future renewal charges as described in the applicable offer and Terms of Service. Cancellation and refund requests are separate.

Fees already charged for a current or previous billing period are generally final and are not automatically prorated or refunded because you:

• did not use the membership;
• forgot to cancel;
• canceled after the renewal was processed; or
• stopped using the related Services.

A membership refund may still be considered case by case, with no fixed voluntary request deadline. LuciRift will also provide any cancellation, notice, pro-rated refund, restitution, or other remedy required by applicable automatic-renewal, consumer-protection, or payment law.

If LuciRift discontinues a paid membership before the end of a prepaid period, we may provide continued access, replacement benefits, a pro-rated refund or credit, or another reasonable resolution, subject to the offer terms and applicable law.

10. Community Market, Independent Sellers, and External Platforms

The listing or checkout should identify the party responsible for the transaction.

When LuciRift is expressly identified as the seller of record, this Policy applies unless transaction-specific terms state otherwise.

When an independent Seller is the seller of record, that Seller is generally responsible for the product, fulfillment, support, return conditions, refunds, and legal compliance. The Seller’s refund policy and any Community Market rules may apply. LuciRift may provide dispute tools or reasonable assistance but does not guarantee a particular result or assume the Seller’s obligations except where the transaction or applicable law provides otherwise.

Purchases completed through an external marketplace, app store, payment platform, or third-party storefront are also subject to that provider’s refund, dispute, and processing rules. A request may need to be submitted directly through the platform that processed the transaction.

11. Billing Errors and Unauthorized Charges

Contact LuciRift through the Support Center as soon as reasonably possible if you believe:

• you were charged more than once;
• the amount charged was incorrect;
• a canceled order was charged;
• you did not authorize the transaction; or
• the charge does not match your receipt or order.

LuciRift may investigate payment-provider records, Account activity, delivery records, IP and security logs, communications, and other relevant information in accordance with the Privacy Policy.

A legitimate duplicate, incorrect, or unauthorized charge may qualify for reversal or another remedy. Submitting a report does not automatically establish that a charge was unauthorized, and LuciRift may require reasonable verification.

Nothing in this Policy prevents you from exercising lawful rights through your bank, card issuer, payment provider, marketplace, or consumer-protection authority. This Policy does not extend or shorten any deadline imposed by those organizations or by law.

12. Chargebacks and Payment Disputes

Where reasonably possible, contact LuciRift before opening a payment dispute so that we have an opportunity to investigate and resolve the issue.

LuciRift may provide the reviewing payment provider or financial institution with relevant records, including order details, delivery or download records, license activity, Account information, communications, Commission progress, return records, and policy acceptance evidence.

Knowingly false, abusive, duplicative, or fraudulent disputes may result in suspension of fulfillment, termination of licenses or digital access, cancellation of pending work, Account restrictions, collection activity, or other remedies permitted by law.

Nothing in this section restricts a good-faith dispute concerning fraud, unauthorized use, non-delivery, billing error, defective or misdescribed products, or another legally protected issue.

If a refund request and chargeback concern the same transaction, LuciRift may coordinate or pause voluntary processing while the payment provider reviews the dispute to prevent duplicate reimbursement. You may not receive both a refund and a successful chargeback for the same amount.

13. Approved Refunds and Other Resolutions

If a refund is approved:

• LuciRift will determine whether the refund is full or partial based on the approval and any applicable legal requirement;
• the refund will ordinarily be initiated to the original payment method when reasonably possible;
• if the original method cannot receive the refund, LuciRift may request another lawful and mutually acceptable method;
• store credit, Account credit, exchange, or replacement may be offered instead of or in addition to a monetary refund when agreed, disclosed for the transaction, or permitted by law;
• access, licenses, memberships, downloads, keys, redemption rights, or related benefits may be suspended or terminated;
• a Physical Product may need to be returned before the refund is issued; and
• you may be required to stop using and delete refunded Digital Products or incomplete Commission materials to the extent permitted by law.

LuciRift does not guarantee the date on which an approved refund will appear in your bank, card, wallet, or payment account. After LuciRift initiates the refund, posting times are controlled by the applicable payment provider and financial institution. Any legally required refund deadline will still apply.

An approved partial refund resolves only the portion identified in the approval. Any remaining product access, license rights, deliverables, or obligations will be stated as part of that resolution.

14. Fraud, Abuse, and Policy Violations

LuciRift may deny a voluntary refund or return request when reasonably supported by evidence of:

• fraud or attempted fraud;
• false or materially misleading information;
• repeated refund abuse;
• use, copying, redistribution, leakage, resale, or transfer of a product before requesting a refund;
• intentional damage or alteration;
• Account sharing, license violations, or circumvention of access controls;
• abusive conduct toward staff, Sellers, or support systems; or
• another material violation of the Terms of Service or applicable transaction terms.

This section does not permit LuciRift to deny a remedy that applicable law requires.

15. Mandatory Legal Rights

Nothing in this Policy excludes, limits, or waives rights or remedies that cannot lawfully be excluded, limited, or waived.

Depending on your location and the transaction, applicable law may require a refund, cancellation right, withdrawal right, repair, replacement, re-performance, price reduction, shipping-delay option, pro-rated amount, or another remedy for matters such as:

• unauthorized or incorrect charges;
• non-delivery;
• products or services that are materially defective or not as described;
• failure to perform a paid service;
• certain automatic-renewal or subscription practices;
• certain shipping delays;
• statutory cooling-off or withdrawal rights; or
• other consumer-protection requirements.

Where applicable law provides greater protection than this Policy, the law controls. Any “final sale,” “non-refundable,” or discretionary language in this Policy is subject to those mandatory rights.

16. Changes to This Policy

LuciRift may update this Policy to reflect changes to our products, Services, payment systems, fulfillment methods, marketplace operations, business practices, fraud-prevention measures, or legal obligations.

The updated Policy will state a revised effective date. Material changes will be communicated when required by law or reasonably appropriate.

Updates apply prospectively from their effective date unless applicable law requires otherwise. They do not retroactively remove rights already earned under a completed transaction or a written refund approval.

17. Contact, Written Copies, and Related Policies

Questions, refund requests, return requests, billing concerns, and requests for a written copy of this Policy may be submitted through:

Support Center: https://lucirift.com/support

This Policy should be read together with:

• Terms of Service: https://lucirift.com/tos
• Privacy Policy: https://lucirift.com/privacy-policy
• any product license, Commission terms, Seller terms, Marketplace Guidelines, membership terms, or transaction-specific conditions that apply to the purchase.

If this Policy conflicts with the Terms of Service, the order-of-precedence rules in the Terms of Service apply unless applicable law requires a different result.