Returns and refunds.
Returns and refunds. At Virgo Design 3D, we sell digital products (modelos 3D descargables). Por norma general, we do not offer refunds once the download or access to the content has started. Even so, if there is a genuine issue, we’ll resolve it quickly.
1. Returns and refunds: general rule.
Clear and simple.
Digital products
Once the order has been completed and the download or access to the file has started, the digital product cannot be “returned” like a physical product.
- We do not offer refunds for change of mind.
- We do not offer refunds due to incompatibility if the requirements (software/versions) were not reviewed before purchase.
- If you have any questions before buying, write to us and we’ll guide you.
2. Returns and refunds: exceptions.
This is where “force majeure” comes in.
We fix it first.
If the file is corrupted, parts are missing, or the download fails due to a product issue, we’ll provide a solution (a new link, a replacement, or a corrected version).
- Resent download / access
- File replacement
- Product correction, where applicable
Force majeure / exceptional cases
Solo valoramos reembolso en situaciones extraordinarias, por ejemplo: pagos duplicados demostrables, cargo incorrecto, o situaciones de fuerza mayor donde no sea posible ofrecer una solución razonable.
- Duplicate payment (same order)
- Confirmed incorrect charge
- Justified exceptional case
If there is no refund, what do we do?
In most cases, the solution is to replace el archivo, corregir la descarga o ayudarte con la instalación/importación. Escríbenos a hola@virgodesign3d.com.
3. How to request help.
Fast, hassle-free process.
Send an email to hola@virgodesign3d.com or use /contact/.
Order number (if you have it), product, format, software/version, and a screenshot of the error (if applicable).
Usually: a new link, a replacement, or a correction. If it qualifies as an exceptional case, we’ll review it with you.
Response time
We try to respond as quickly as possible on business days. If it’s urgent (corrupted file), we prioritize it.
4. Legal notice (digital content)
To keep things clear and transparent.
In the EU/Spain, the right of withdrawal has exceptions digital content products,In particular, it may not apply when performance (download/access) has begun with the consumer’s prior express consent and with their acknowledgment that they lose the right of withdrawal.
References:
• BOE – TRLGDCU (Royal Legislative Decree 1/2007), Art. 103 (exceptions to withdrawal)
• Directive 2011/83/EU (consumer rights) – Art. 16 (exceptions)
*Informational template. For specific legal requirements, consult a legal professional.
5. Frequently asked questions about returns and refunds.
Quick answers before opening a ticket.
Change of mind
No. For digital products, once access or download has started, we do not accept returns for change of mind. If you have any questions before buying, write to us and we’ll guide you.
Compatibility
Before considering a refund, we review the format (SKP/FBX/OBJ/3DMAX/STL), software version, and import workflow with you. In most cases, we can resolve it with instructions or an alternative file.
Defective file
Priority: to bring the content into conformity. We will resend the link, replace the file, or publish a corrected version as soon as possible.
Exceptional cases
Only in extraordinary circumstances (duplicate payment, confirmed incorrect charge, genuine inability to offer a reasonable solution). We review it on a case-by-case basis.