Refund policy
Models are digital files delivered to your Roblox account the moment you pay. Once delivered they cannot be returned, so sales are final — except where something is genuinely wrong, or where consumer law says otherwise. Both are set out below.
Last updated 2 September 2026
Why sales are final
A model is granted to your Roblox account and downloadable immediately. There is no way to take that back, which is why we cannot refund a change of mind, buying the wrong product, or a model not being what you imagined.
Every product page shows renders and a description. Look before you buy, and ask first if anything is unclear.
When you do get a refund
- It never arrived. Payment was taken but the model was not granted to your account and we cannot deliver it.
- The file is broken. It does not open, is corrupted, or is missing parts it is supposed to have.
- It is not what was described. The model materially differs from its description and renders.
- You were charged twice for the same product.
In the first three cases we will normally offer to fix or replace it first. If that is not possible, you get your money back in full. This is in addition to your legal rights, not instead of them.
Cancellation rights in the UK and EU
Consumers in the UK and the EEA normally have 14 days to cancel a distance purchase without giving a reason. For digital content delivered immediately, that right is lost once delivery has begun with your express consent and your acknowledgement that you lose it.
By buying you ask for delivery to start straight away and accept that this ends the right once it has. There is no way to hold a digital delivery for fourteen days, so this is the trade for getting your files at once.
If you paid and delivery never actually began, the right is not lost and you may cancel within 14 days for a full refund.
Faulty digital content
Separately from cancellation, UK and EU law requires digital content to be as described and of satisfactory quality. Where it is not, you are entitled to have it repaired or replaced, and to a price reduction or refund where that is not possible. Nothing in this policy limits that.
How to ask
Get in touch with your order number and what went wrong. Screenshots help. We aim to answer within a couple of days, and refunds go back to the PayPal account that paid, usually within 5–10 business days of approval. Statutory cancellations are refunded within 14 days of us being told.
Chargebacks
If something is wrong, tell us first — it is faster than a dispute and we will fix it. Opening a chargeback without contacting us ends the licence for the products concerned and withdraws access to their files, and the account may lose access to the shop.
The small-order fee
The $0.50 fee on orders under $10.50 is refunded along with an order refunded in full. It is not refunded on its own.
Questions
If you think you have a right this policy does not honour, contact ASSET LAB LLC and it will be looked at properly.