Because Onblox Studio offers non-tangible, irrevocable digital goods, we do not issue refunds once the order is accomplished and the product is delivered. As a customer, you are responsible for understanding this upon purchasing any item at our site.
1. Digital Goods
Due to the nature of digital goods (3D models, UI templates, scripts, maps, tools), once a purchase is made and the file is downloaded or access is granted to your Roblox account/server, the product cannot be "returned." Therefore, all sales are considered final.
2. Exceptional Circumstances
However, we realize that exceptional circumstance can take place with regard to the character of the product we supply. Therefore, we DO honor requests for the refund on the following reasons:
- Non-delivery of the product: Due to some mailing issues of your e-mail provider or our delivery system (e.g., Discord bot delivery failure, Roblox whitelist failure), you might not receive a delivery e-mail or access. In this case, we recommend contacting us for assistance. Claims for non-delivery must be submitted within 7 days from the order placing date.
- Major defects: Although all our products are thoroughly tested before release, unexpected errors may occur. You must report major defects to our technical support team. If the defect cannot be resolved or reasonably patched within 72 hours, we will issue a full refund.
- Product not-as-described: Such issues should be reported to our technical support department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website or preview videos. Complaints which are based merely on the customer's false expectations or wishes are not honored.
3. Subscriptions
For recurring subscription services (e.g., premium tool access, Sentinel Enterprise), you may cancel your subscription at any time to prevent future billing.
- We do not offer prorated refunds for canceled subscriptions. You will retain access to the service until the end of your current billing cycle.
- If you are charged by mistake (e.g., duplicate charge), please contact our support team immediately for a full correction.
4. Chargebacks and Disputes
Any unauthorized chargebacks or payment disputes filed through PayPal, Stripe, or your bank will result in the immediate and permanent suspension of your Onblox Studio account, revocation of all asset licenses, and a potential ban from our affiliated Discord servers. If you have an issue with a payment, please contact our support team first.
5. Requesting a Refund
To request a refund under the exceptional circumstances outlined above, please open a support ticket on our website or within our official Discord server. Please include:
- Your order ID or transaction receipt.
- Your Discord ID and Roblox Username.
- A detailed explanation of why you are requesting a refund, including any relevant screenshots or error logs.
Our support team will review your request and typically respond within 24-48 hours.