Below is an explanation of the policy that Cults follows when a customer is not satisfied with the design they have downloaded and requests a refund for one of their paid orders.
- Customer may dispute a purchase up to 30 days after download.
- The customer must first contact the seller designer by sending a message on their Cults profile or by leaving a message in the "Comments" section of the 3D file page
- If within 7 days, the customer does not receive a response from the designer or if the designer has not been able to resolve the proven problem, the customer is invited to contact Cults
- Cults will then take charge of the file and will make the refund if the problem is proven and has not been resolved by the seller.
Under Article L 121-20 of the French Consumer Code applicable to digital goods, customers do not have a right of withdrawal if the digital creation is fully compliant with its description and functional.
Reasons (non-exhaustive list) that may lead to a refund of the customer:
- The file is incomplete, a part is missing
- The file has infringed the copyright of another creator
- The file has errors and cannot be 3D printed
- The designer has failed to provide customer service by not responding to customer messages
- The 3D file violated the platform's terms and conditions