Refunds

If a resource does not do what its product page says it does, and we cannot fix it, you get your money back.

Where you ask depends on how you paid. Tebex orders are refunded by Tebex, because Tebex is the seller and holds the money. Hexel orders are refunded through Hexel and Stripe. In both cases start with a ticket in the Discord — we would rather fix the resource — but the refund itself is issued by whoever took the payment.

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a distance purchase within 14 days. Tebex's checkout terms set this out for anything bought through Tebex.

For digital goods that right ends once delivery or download begins, which is the standard waiver for instantly delivered content and the one Tebex applies. In practice: before you download, you can withdraw; once the download has started, the statutory 14-day right no longer applies and what follows on this page does.

This is a statutory right, not a policy we invented, and nothing elsewhere on these pages takes it away.

The resource does not work as described and we cannot make it work. It conflicts with a framework the product page lists as supported, and we cannot resolve the conflict. You were charged twice for the same thing, or charged for something you did not buy.

In the first two cases we will normally try to fix it first, because a working resource is a better outcome than a refund and no resource. If it cannot be fixed, the refund is approved.

You changed your mind after downloading, bought the wrong product, or found the same idea cheaper somewhere else. The resource works but you dislike how it is designed. It broke after you edited it. Your server cannot run it because of another resource we did not write.

Reselling, redistributing or leaking a resource ends the licence and forfeits any refund.

Open a ticket in the Discord with your transaction id and what is going wrong, so we can look at the resource. Tebex is the seller and takes complete responsibility for fulfilment, chargebacks and payment support under its own agreement, so the refund is raised with Tebex and paid by Tebex.

You can contact Tebex directly at tebex.io/contact/checkout. The money goes back to the method you paid with, on Tebex's timescale rather than ours.

The lifetime licences for Cloth Tool, Aurora and the badge packs are bought through Hexel, which charges through its own Stripe account. Tebex is not involved and cannot help with one of these orders.

Open a ticket in the Discord with the order reference from your Hexel or Stripe receipt. The refund is processed through Hexel and Stripe, back to the card you paid with.

Raising a chargeback instead of a ticket revokes the licence and removes access to updates, and it is slower for you than either of the routes above.

On a Tebex order the dispute is handled by Tebex, which carries the liability for it as merchant of record; on a Hexel order it is handled by Hexel and Stripe. Either way it reaches us only after the fact, so it is the least effective way to get a working resource.

On a Tebex order, Tebex charges and accounts for VAT, GST or sales tax as the merchant of record, and a refund follows the tax treatment of the original sale. Invoices for those orders come from Tebex.

Hexel orders are handled by Hexel and Stripe under their own terms.