Reallusion Online Store Return Policy (January 8, 2026)
This return policy only applies to the orders placed directly with Reallusion through Reallusion online stores. If the product you've purchased came from a local reseller or third party, please follow the Return and Refund Policy of the third party where you purchased the product from.
Your right of return for refund does not apply to all orders, including orders for content purchases from Content Store, Marketplace, ActorCore, Reallusion Prime memberships, Subscriptions, Direct Access Point (DA Point), shipping and handling charges, and enterprise agreements.
Read before initiating your return
- The return for refund requests must be made within the 14-day Return Period from your initial purchase made directly with Reallusion.
- For orders placed with Reallusion, Reallusion will provide a full refund if you cease use by deactivating and uninstalling the product within the 14-day Return Period. Reallusion will not be able to process a refund unless all copies of the products have been deactivated and removed from your system. Should you cancel after 14 days, your payment is non-refundable and your product license will remain valid for use.
- To prevent the abuse of the return for refund policy, if the number of returns from a customer is repetitive within a short period of time, Reallusion reserves the right to discontinue returns for that customer. In this event, Reallusion will honor the current return request; however, the customer will be notified that future returns will no longer be accepted.
- The refund amount will be credited back to your credit card account in the same currency used when you made the initial purchase.
- Reallusion cannot cancel or edit any orders regardless of whether they are in completed or pending status. However, you may request a return of the order provided that the product complies with this Return Policy within the Return Period.
Products not eligible for return
- Any content purchases made in Content Store, Marketplace and ActorCore are all non-refundable.
- Reallusion Direct Access Points are a virtual currency and will be non-refundable.
- Subscriptions and Reallusion Prime Membership are non-refundable subscription services. However, you can cancel the auto-renewal at any time. After cancellation, you will retain access to the subscription services until the end of your current billing period.
- Any Reallusion product purchased from another seller or third party, please check the applicable return and refund policy of that seller or third party.
- Not-for-resale (NFR), pirated, OEM bundled, trial, or free-of-charge products are not eligible for return.
How to submit a return request?
- Contact the Support Team for a return request. Simply submit the Support Form under the "Purchase - Others" category detailing the reason for a return, along with the Order ID and Description within the 14-day Return Period from the date the order was completed. Please note that if the return/refund for a refund request is made after the 14-day return period, we will not be able to process the request.
- Once the return request is confirmed, we will provide a Letter of Destruction (LOD) form in digital format to you. Please complete the LOD for return credit of your purchase. The LOD is a legal declaration that you have destroyed all purchased products including the downloaded files and serial numbers, and there are no duplicate copies saved in any other way. Incomplete LOD information may cause a delay in the return and refund processes.
- Reallusion will complete the return request within two business days once the LOD is validated.
- Reallusion will then notify PayPal, our payment gateway, to process this refund amount back to the credit account holder. When your refund is approved and processed by PayPal, the credit will be issued to the payment method on file used when your order was made.
According to different payment methods, the refund process time may differ. Please contact the Customer Support team if you are experiencing a significant delay in receiving your refund.
In the case that you have not received a refund confirmation email after a week, and the "Return in progress" status still shows in your member account, please contact our Support Team for a status update.
All access to related software and services will terminate when your refund is processed completely.