Menu

Refund and Return Policy

1. Nature of the product

The Site provides digital files only — PBR materials, HDRI environments, 3D models and bundle packs in formats such as JPG, PNG, EXR, HDR, glTF, Blender, MaterialX and USD, packed in ZIP archives. There is no physical item, no warehouse, and no courier dispatch. Files are made available for download immediately after a successful order is recorded, either via a download button on the order page or via a link sent to your account email.

Because the products are digital and provided instantly, the standard 14-day right of withdrawal under UK consumer law generally does not apply once you have started the download, in line with regulation 37(1)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By starting a download you expressly consent to immediate performance and acknowledge the loss of the cancellation right.

2. When refunds are available

Refunds are considered in the following situations:

  • Defective file — the archive is corrupted, incomplete, or fails to open in the format documented on the product page, and we are unable to provide a working replacement within a reasonable time.
  • Duplicate purchase — you accidentally bought the same item twice within a short window.
  • Unauthorised charge — the charge was made without your authorisation; in that case please also contact your card issuer.
  • Material misdescription — the supplied file materially differs from what was described on the product page (for example: wrong texture set, wrong number of maps, wrong polygon count, missing variants).

3. When refunds are not available

Refunds are not generally issued for:

  • change of mind;
  • the file having already been successfully downloaded and used in a project;
  • compatibility issues with software, render engines or workflows we do not list as supported;
  • requests made more than 30 days after purchase;
  • aesthetic preferences (“the texture looks different from the preview at a custom UV scale”, “the HDRI is too bright at my exposure setting”, etc.) where the file matches its description.

4. How to request a refund

Send an email to info@materialora.com with:

  1. your order number;
  2. the email address used for the order;
  3. a short description of the problem;
  4. where relevant, screenshots, render samples or affected file names showing the issue.

We aim to respond within 3–5 business days. Where a refund is approved, processing typically takes a further 5–10 business days to appear on your statement, depending on your card issuer or payment provider.

5. Replacements

In many cases the fastest fix is a replacement file rather than a refund — for example a re-export at a different resolution, a corrected normal-map convention (DirectX vs OpenGL), or a re-baked variant. We will offer a replacement first where it solves the issue.

6. Chargebacks

Please contact us at info@materialora.com before initiating a chargeback and allow us up to seven (7) business days to resolve the issue. Disputes must be initiated within thirty (30) days of the transaction date.

Chargebacks raised without prior contact, where the file was successfully provided and the order matches what was advertised, will be disputed using download logs, IP records, and order metadata. Repeated unjustified chargebacks may result in account suspension and recovery of related processing fees up to EUR 25 per event. Filing a chargeback with intent to defraud (so-called “friendly fraud”) may be reported to the card network, the issuing bank and, where appropriate, law-enforcement authorities.

7. No physical dispatch — clarification

The Site does not dispatch any physical product and offers no courier service. If you see wording on this Site that refers to physical goods, treat it as an error and report it to info@materialora.com so we can correct it.

8. Statutory rights

Nothing in this policy excludes or limits any rights you may have under mandatory consumer-protection legislation in your country of residence.

9. Contact

LUVINDO LTD
Studio No. 12, 264 Lavender Hill, London, England, SW11 1LJ
Company number: 17078430
info@materialora.com · +44 7488 848274