Refund Policy

You may request a full refund within 24 hours of purchase, provided you have not yet downloaded the file. This right is automatically waived the moment a download is initiated, in accordance with Article 16(m) of EU Directive 2011/83/EU on consumer rights for digital content.

Requests made after the 24-hour window are evaluated on a case-by-case basis according to the eligibility criteria below.

Refunds may be approved after download in the following situations:

• Corrupted or unreadable file — the delivered file cannot be opened or is materially broken.
• Significantly not as described — the product is materially different from its listing (screenshots, description, file format, or stated compatibility).
• Proven incompatibility — the product requires software or a platform version that was not disclosed on the listing, and no workaround exists.
• Accidental or duplicate purchase — you purchased the same product more than once, or a purchase was made in error before any download.
• Vendor unable to resolve a defect — you reported a clear defect to the vendor and they failed to provide a fix or replacement within 7 days.

Refunds will generally not be granted for:

• Change of mind after downloading.
• Lack of the required skills or software to use the product (unless the listing was misleading about skill level or software requirements).
• Minor differences in appearance due to render engine, lighting, or software version variations that are reasonably expected.
• Purchases made with a promotional code or during a sale.
• Requests submitted more than 30 days after purchase.

To open a refund request:

1. Go to Dashboard → Orders and locate the order.
2. Click Request Refund and describe the issue clearly.
3. Attach any relevant evidence (screenshots, error messages, file previews).

Alternatively, contact us directly at info@zartevo.com with your order ID and a description of the problem.

We aim to respond to all refund requests within 3 business days. Complex cases involving vendor review may take up to 7 business days.

When a refund is requested after a download, Zartevo may contact the vendor to give them an opportunity to resolve the issue directly (e.g., by providing a fixed file or clarification). If the vendor fails to respond within 3 business days or cannot resolve the issue, Zartevo will make a final determination.

Zartevo's decision on all refund requests is final. In cases where a refund is approved despite a completed download, the buyer's license to use the asset is automatically revoked.

We encourage buyers to contact us before initiating a chargeback with their bank or card provider. Filing a chargeback without first attempting resolution through Zartevo may result in account suspension and will be defended with full evidence of delivery, download activity, license issuance, and any support history.

Abusive chargeback patterns may be reported to Stripe and could affect your ability to make future purchases on the platform.

Approved refunds are issued to the original payment method. Processing times depend on your bank or card provider but typically take 5–10 business days to appear on your statement after approval.

Vendor payouts associated with refunded orders are reversed or offset against future payouts.

This policy is governed by the laws of Spain. EU consumers also retain the mandatory rights granted under applicable consumer protection directives, which this policy is designed to respect. Nothing in this policy limits rights you may have under applicable law.

For further detail on our general terms, see our Terms of Use.