Refund Policy

Welcome to 3DIMLI, a Software as a Service (SaaS) digital store builder platform that enables creators and businesses to start their own stores and reach a global audience. Our platform exclusively supports digital product sales — physical products are not permitted.

Important — Our Role: 3DIMLI is strictly a platform provider. We provide the software, features, infrastructure, and code that power the stores. We do not buy, sell, own, or take ownership of any digital products listed on the platform. Each seller operates their store independently and on their own terms. All transactions happen directly between the Buyer and the Seller — 3DIMLI is not a party to any sale.

Since all products sold on the platform are digital in nature, we have established this refund policy as a global platform-wide standard to ensure fairness for both Buyers and Sellers. Please review this refund policy carefully before making any purchase.

2.1 Primary Eligibility Criteria

A refund request may be eligible for consideration if ALL of the following conditions are met:

Download Status:

• The digital product has not been downloaded or accessed by the Buyer
• No attempt has been made to download the product files
• Product access has not been granted or used

Time Requirements:

• Refund request is submitted within 7 calendar days of the original purchase date
• Request is made through the official platform refund process
• All required documentation is provided with the initial request

Valid Refund Reasons:

• The product is demonstrably defective, corrupted, or non-functional
• The product is substantially incomplete or missing promised components
• The product description is materially misleading or inaccurate
• The Seller failed to deliver promised digital assets or components
• Severe technical issues prevent product use with no resolution from the Seller
• The product violates 3DIMLI's Acceptable Use Policy

2.2 Documentation Requirements

Evidence Required for Refund Claims:

• Screenshots or documentation of technical issues
• Correspondence with the Seller attempting to resolve problems
• Specific description of how the product fails to meet advertised specifications
• Evidence of misleading product descriptions or missing components

2.3 Seller Response Requirements

Seller Obligations:

• Sellers must respond to refund requests within 48 hours
• Sellers must make reasonable efforts to resolve technical issues
• Sellers must provide technical support for legitimate product problems
• Sellers may offer alternative solutions before approving refunds

3.1 Automatic Refund Exclusions

The following circumstances automatically disqualify refund requests:

Download and Usage Related:

• Product has already been downloaded, accessed, or used
• Product files have been opened, modified, or integrated into other projects
• Buyer has derived value or benefit from the digital product

Time-Related Exclusions:

• Refund request submitted after the 7-day eligibility period
• Multiple requests for the same product after initial denial
• Requests made through unauthorized channels or methods

Buyer-Related Issues:

• Change of mind or preference after purchase
• Buyer's failure to read product descriptions or requirements
• Personal dissatisfaction not related to product defects
• Buyer's lack of technical knowledge to use the product

Compatibility and Requirements:

• Software or hardware incompatibility when system requirements were clearly stated
• Platform or software version incompatibility disclosed in product description
• User error or improper installation when instructions were provided

3.2 Seller-Protected Scenarios

Sellers are protected from refunds when:

• Product was delivered as described and functions as advertised
• Buyer downloaded the product and used it for any purpose
• Technical issues are resolved through seller support
• Buyer fails to follow provided instructions or documentation
• Product meets all advertised specifications and requirements

4.1 Initiating a Refund Request

Step-by-Step Process:

1. Access Refund System: Use the 'Request Refund' button in your purchase history within 7 days
2. Provide Details: Complete the refund request form with specific reasons and evidence
3. Submit Documentation: Upload any supporting screenshots, correspondence, or evidence
4. Await Seller Response: Seller has 48 hours to respond to your request
5. Review Decision: Receive notification of approval or denial with reasoning

Required Information:

• Order number and purchase date
• Specific reason for refund request
• Detailed description of the issue
• Supporting evidence (screenshots, error messages, correspondence)
• Confirmation that product has not been downloaded

4.2 Seller Review and Response

Policy-Governed Review:

• Sellers receive immediate notification of refund requests
• 48-hour response window for initial decision
• Opportunity to offer alternative solutions or technical support
• Sellers cannot deny a refund request without providing a clear reason
• The denial reason is clearly displayed on the buyer's purchase page so the buyer always knows why their request was denied
• Refund approvals/denials are determined by platform rules; partial refunds apply only if defined by policy

Automatic Approval:

• If seller does not respond within 7 calendar days, refund is automatically approved
• Buyer receives full refund and product access is permanently revoked
• Seller forfeits opportunity to contest the refund decision

4.3 Cancelling a Refund Request

Buyer Cancellation Rights:

• Buyers may cancel a pending refund request at any time before the seller makes a decision
• After cancelling, a cooldown period applies before the buyer can submit a new refund request for the same product
• Cancelling a refund request immediately restores product download access

4.4 Appeal and Escalation Process

Buyer Appeal Rights:

• Buyers may appeal refund denials with additional evidence
• Appeals must be submitted within 3 days of denial notification
• Additional documentation or clarification may be requested
• Final platform review for policy compliance

Escalation to Payment Provider:

• If platform resolution fails, disputes may be escalated directly to the relevant payment provider (PayPal, Stripe, or Razorpay) who will assist you through their dispute resolution process
• 3DIMLI provides refund conversation logs and download history logs that you can use as evidence during your payment provider dispute
• Buyers must provide all platform correspondence and evidence to the payment provider
• The payment provider's dispute resolution process follows their standard procedures

5.1 Platform Role Definition

3DIMLI is a platform-as-a-service provider. We build and maintain the software features, code, and infrastructure that power every store. Sellers who create stores on 3DIMLI run their businesses independently and on their own terms. 3DIMLI is not a marketplace, retailer, or reseller.

What 3DIMLI Provides (Platform Features):

• Refund request infrastructure and communication tools
• Automated enforcement of response timeframes (48-hour window, 7-day auto-approval)
• Download access management (suspend on request, revoke on approval, restore on denial)
• Transaction records, download history logs, and refund conversation logs
• Communication channel between Buyers and Sellers

What 3DIMLI Does Not Do:

• We have no control over funds. Payments go directly from buyer to seller's connected payment account (PayPal, Stripe, or Razorpay). 3DIMLI never holds, processes, or touches any funds at any point
• All transactions are strictly between the buyer and the seller — 3DIMLI is not a party to any sale
• We do not make refund decisions — the seller decides, or the platform rules auto-approve when the seller doesn't respond
• We do not evaluate product quality, technical issues, or disputes
• We do not provide technical support for individual seller products
• We do not guarantee product functionality, compatibility, or seller behavior
• We do not participate in or mediate payment provider dispute resolution

5.2 Payment Processing and Disputes

Payment Gateway Integration:

• Refunds are processed through the original payment gateway (PayPal, Stripe, or Razorpay)
• 3DIMLI provides payment gateway integration as a tool — Sellers connect their own payment accounts and all funds flow directly to them
• Buyers and Sellers must comply with their payment provider's terms and policies
• Platform provides transaction documentation to payment providers when required

Dispute Escalation:

• Unresolved disputes must be escalated directly to the relevant payment provider
• Buyers must provide comprehensive evidence and documentation
• Sellers must respond to payment provider disputes independently
• 3DIMLI will not mediate or participate in payment provider dispute decisions

6.1 Post-Download Refund Options

Unified Platform Policy:

• Under 3DIMLI’s unified policy, products are non-refundable after download
• However, sellers may still voluntarily choose to issue a refund at their own discretion — this is entirely up to the seller
• If the seller chooses not to refund, buyers can escalate the dispute directly with their payment provider (PayPal, Stripe, or Razorpay)

Contacting the Seller:

• You can reach the seller directly via their store email, which is visible on the seller's storefront page and on your purchase receipt
• Buyers may also use the platform's refund request system to communicate with the seller
• Refund requests must be submitted via the platform process within the eligibility window

6.2 Seller Customer Service Standards

Best Practices for Sellers:

• Respond to customer inquiries within 48 hours
• Provide clear product descriptions and system requirements
• Offer reasonable technical support for product issues
• Consider voluntary refunds for exceptional circumstances
• Maintain professional communication with all customers

7.1 Access Control During Refund Process

Temporary Access Suspension:

• Product download access is immediately disabled when refund request is submitted
• Buyer cannot download or access product files during review period
• Access remains suspended until final refund decision is made
• Prevents product use while refund is under consideration

Post-Decision Access Management:

• Approved Refunds: Product access is permanently revoked and cannot be restored
• Denied Refunds: Full product access is immediately restored
• Partial Refunds: Access terms determined by seller and clearly communicated

7.2 Download History, Conversation Logs, and Records

Transaction Documentation:

• Complete download history maintained for all purchases with timestamps for every download attempt and completion
• Full refund conversation logs between buyer and seller are preserved
• Both download history and conversation logs are available to buyers and sellers and can be used as evidence during payment provider disputes
• Access logs used to verify eligibility for refund requests
• Documentation preserved for dispute resolution and compliance purposes

8.1 Commission and Fee Policy

3DIMLI Commission Structure:

• 3DIMLI takes no commission from product sales
• Sellers retain 100% of their product revenue
• Platform revenue comes from subscription fees for infrastructure usage
• No hidden fees or charges on successful transactions

Payment Processing Fees:

• Payment providers deduct standard processing fees before seller payout
• Processing fees are determined by the respective payment provider's fee structure
• Important: Payment provider transaction fees are generally non-refundable
• Refunded amount may be less than original payment due to non-refundable fees

8.2 Refund Processing and Timing

Refund Processing Timeline:

• Approved refunds processed within 24-48 hours of approval
• Refund amount appears in buyer's account according to the payment provider's schedule
• Processing time depends on the payment provider's processing systems
• Buyers receive email confirmation when refund is initiated

Refund Amount Calculations:

• Full purchase price refunded for eligible requests
• Payment provider processing fees are generally not refundable
• Currency conversion fees (if applicable) are not refundable
• Final refund amount determined by the payment provider's processing policies

9.1 Payment Account Requirements

Seller Eligibility:

• Sellers must maintain a valid payment account (PayPal Business, Stripe, or Razorpay)
• Personal PayPal accounts are not eligible for seller status
• All refunds processed through the seller's connected payment account
• Account verification required for refund processing

Geographic Availability:

• PayPal Business is available in most countries worldwide
• Indian sellers can use Stripe or Razorpay to receive payments and process refunds
• Policy updates will reflect changes in regulatory requirements and gateway availability

9.2 International Compliance

Cross-Border Transactions:

• International refunds subject to additional processing time
• Currency conversion rates determined by the payment provider at time of processing
• Compliance with local financial regulations and tax requirements
• Additional documentation may be required for certain jurisdictions

This refund policy is a global platform policy that applies to all buyers and sellers on 3DIMLI without exception. By using 3DIMLI, you agree to respect and comply with this policy. Failure to comply may result in account restrictions, suspension, or permanent ban from the platform.

10.1 Refund Abuse Prevention

System Safeguards:

• Monitoring for patterns of excessive refund requests
• Account flagging for suspicious refund activity
• Restrictions on accounts with high refund rates
• Cooperation with payment providers to identify fraudulent activity

Consequences of Refund Abuse:

• Account warnings for questionable refund patterns
• Temporary restrictions on refund request capabilities
• Account suspension for confirmed refund abuse
• Permanent platform ban for severe violations

10.2 Seller Protection Measures

Protecting Legitimate Sellers:

• Documentation requirements prevent fraudulent refund claims
• Clear eligibility criteria protect against abuse
• Appeal process for disputed refund decisions
• Support for sellers facing illegitimate refund requests

11.1 Change Notification Process

Update Procedures:

• Major policy changes require 14-day advance notice
• Email notifications sent to all registered users
• Platform notifications for policy updates
• Clear identification of changes in updated versions

User Acceptance:

• Continued use of platform constitutes acceptance of policy changes
• Users may close accounts if they disagree with policy updates
• Historical policy versions available for reference

11.2 Emergency Policy Changes

Immediate Updates:

• Changes required by law or regulatory requirements
• Critical security or fraud prevention measures
• Payment provider policy changes affecting refund processing
• Court orders or legal mandates

12.1 Refund-Related Inquiries

Primary Contact:

• Email: connect@3dimli.com
• Subject Line: Include "Refund Inquiry" for faster processing
• Response Time: 24-48 hours for refund-related questions
• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM IST

12.2 Specialized Support

Refund Process Support:

• Subject Line: "Refund Process Help"
• Documentation: Include order numbers and transaction details
• Status Updates: Regular communication during refund review process

Technical Assistance:

• Subject Line: "Refund Technical Issue"
• Priority Support: Technical problems preventing refund submissions
• Escalation: Advanced technical support for complex issues

Dispute Resolution:

• Subject Line: "Refund Dispute"
• Mediation: Limited platform mediation for policy interpretation
• Documentation: Comprehensive evidence required for dispute review