Refund Policy

Welcome to 3DIMLI, a Software as a Service (SaaS) All-in-one Digital Commerce Platform that enables creators and businesses to start their stores as sellers and reach a global audience. Our platform exclusively supports digital product sales - physical products are not permitted.

Important: We do not buy, sell, or take ownership of any digital products. Our role is limited to providing software tools and infrastructure for Sellers to manage and sell their digital products directly to Buyers. All transactions are between the Buyer and the individual Seller.

Since all products sold on our platform are digital in nature, we have established specific refund policies to ensure fairness for both Buyers and Sellers while protecting the integrity of digital commerce. 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

Seller Decision Process:

• Sellers receive immediate notification of refund requests
• 48-hour response window for initial decision
• Opportunity to offer alternative solutions or technical support
• Must provide reasoning for any refund denials
• Can approve full or partial refunds based on circumstances

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 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 PayPal:

• If platform resolution fails, disputes may be escalated to PayPal
• Buyers must provide all platform correspondence and evidence
• PayPal dispute resolution process follows their standard procedures
• Platform cooperation limited to providing transaction documentation

5.1 Platform Role Definition

3DIMLI's Responsibilities:

• Provide refund request infrastructure and tools
• Ensure sellers respond to refund requests within required timeframes
• Process approved refunds and revoke product access
• Maintain transaction records and documentation
• Facilitate communication between Buyers and Sellers

3DIMLI's Limitations:

• We do not make refund decisions or mediate disputes
• We do not evaluate product quality or technical issues
• We do not provide technical support for individual products
• We do not guarantee product functionality or compatibility
• We do not participate in PayPal dispute resolution processes

5.2 Payment Processing and Disputes

PayPal Integration:

• All refunds are processed through PayPal's systems
• 3DIMLI facilitates but does not control payment processing
• Buyers and Sellers must comply with PayPal's terms and policies
• Platform provides transaction documentation to PayPal when required

Dispute Escalation:

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

6.1 Post-Download Refund Options

Seller Discretion:

• Sellers may voluntarily issue refunds even after product download
• Sellers can offer full or partial refunds for customer satisfaction
• Sellers may provide refunds for technical issues or compatibility problems
• Seller refund decisions are final and not subject to platform review

Direct Seller Contact:

• Buyers may contact sellers directly for post-download issues
• Sellers are encouraged to provide reasonable customer support
• Sellers may offer alternative solutions, updates, or additional products
• Platform facilitates communication but does not mandate specific responses

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 and Records

Transaction Documentation:

• Complete download history maintained for all purchases
• Timestamps recorded for all download attempts and completions
• 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

PayPal Processing Fees:

• PayPal deducts standard processing fees before seller payout
• Processing fees are determined by PayPal's current fee structure
• Important: PayPal transaction fees are 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 PayPal account according to PayPal's schedule
• Processing time depends on PayPal's payment processing systems
• Buyers receive email confirmation when refund is initiated

Refund Amount Calculations:

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

9.1 PayPal Business Account Requirements

Seller Eligibility:

• Sellers must maintain valid PayPal Business Accounts
• Personal PayPal accounts are not eligible for seller status
• All refunds processed through business account systems
• Account verification required for refund processing

Geographic Limitations:

• Due to RBI regulations, Indian PayPal accounts cannot currently receive seller payments
• This restriction affects refund processing for affected sellers
• Alternative arrangements may be made for eligible cases
• Policy updates will reflect changes in regulatory requirements

9.2 International Compliance

Cross-Border Transactions:

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

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 PayPal 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
• PayPal 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