Digital content and change of mind
Fugue sells downloadable digital content. At checkout, you separately request immediate delivery and acknowledge that, once delivery or a download has started, you may lose any cancellation right for that content where applicable law permits. We therefore do not offer change-of-mind refunds after delivery or download has started. This policy never removes a consumer right that cannot lawfully be excluded.
Before delivery
If you contact us before a product has been delivered to your account or a download has started, we can review a cancellation request. Send the order number and the email used at checkout to hello@byfugue.com.
Incorrect or faulty delivery
- You were charged more than once for the same purchase.
- You received the wrong product or the product was not delivered to your account.
- The files are materially defective, corrupt or not as described.
- A reasonable fix, replacement or compatible delivery is not possible.
- A refund, price reduction or other remedy is required by applicable consumer law.
Technical issues
We will first try to identify the issue and provide a corrected file, update or reasonable workaround. Include your order number, Unity version, operating system, product version and a short description of the issue. Do not send project files containing confidential information unless our support team asks for them.
Processing a refund
Approved refunds are sent through Stripe to the original payment method whenever possible. Processing time can depend on the payment provider and your bank. We may revoke download access when a refund is issued, and we may review repeated refund or chargeback activity for fraud prevention.
Your legal rights
UK consumer law provides protections for faulty or misdescribed digital content, including repair, replacement and—in appropriate cases—refund or price reduction. Nothing in this policy limits those rights or other mandatory rights in your country.
Contact
Refund and product support requests go to hello@byfugue.com. Include your order number, product name and the reason for your request.