Refund Policy

This Refund Policy explains when refunds may be available for purchases made on Sulu Market. It is incorporated into and governed by the Sulu Market Terms of Service.

1. Refund window

Unless otherwise required by law, refund requests must be submitted within 30 days of the purchase date.

After 30 days, we may decline refund requests.

2. Eligible reasons (typical)

We may consider refunds for reasons such as:

• Non-functional product: the product is materially broken or fails to work as described, under the stated requirements.
• Misrepresentation: the listing materially misdescribed what was delivered.
• Compatibility issues: the product does not work with the Blender/OS version(s) explicitly claimed on the listing.
• Duplicate or accidental purchase: for example, a mistaken purchase of the wrong item or tier.

We may also issue refunds at our discretion (for example, to prevent abuse or chargebacks).

3. Not typically eligible (examples)

Refunds are not typically provided for:

• change of mind / no longer needed,
• not knowing how to use the product (contact the Creator for support),
• price changes, discounts, or sales that happen after you purchased,
• disputes unrelated to the product's description or functionality.

4. How to request a refund

1. Contact the Creator first (recommended): Use on-platform messaging when possible and describe the issue.
2. Contact Sulu Market Support: Email hello@su.lu with:

• product name,
• order identifier/receipt,
• the reason for the refund request,
• screenshots/logs if relevant.

We may request additional information. If we cannot reasonably verify the issue, we may decline the request.

5. What happens if a refund is issued

• Refunds are typically processed to the original payment method.
• Access to the product may be revoked and your license may be terminated (subject to any mandatory rights you may have).
• If your purchase included tips or contributions, we may (but are not required to) refund those amounts as part of a full refund, except where required by law.

6. Chargebacks and payment disputes

If you file a chargeback or payment dispute with your bank/payment provider:

• we may pause or deny a refund request for the same transaction while the dispute is pending, and
• we may restrict your account if we see repeated abusive disputes.

7. EEA/UK/Switzerland: right of withdrawal and digital content

If you are a consumer in the EEA/UK/Switzerland, you may have a statutory 14-day right of withdrawal for distance contracts, subject to exceptions.

For digital content not supplied on a tangible medium (like downloads), the right of withdrawal can be lost once supply/performance begins if the legal conditions for that exception are met (for example, prior express consent and acknowledgement, plus confirmation of the contract on a durable medium). If you believe you have a withdrawal right for a specific order, contact us at hello@su.lu and we will process the request in accordance with applicable law.

8. Statutory rights for defective or non-conforming digital content

This policy is in addition to any statutory rights you may have under applicable consumer protection laws. In many jurisdictions, consumers have rights and remedies if digital content is defective or does not conform to the contract. Nothing in this policy limits those mandatory rights.

9. Contact

Refund requests: hello@su.lu