Overview
At KitsBlox, we strive to ensure every customer is satisfied with their purchase. Due to the digital nature of our products, we have specific guidelines for refunds to protect both our customers and our creators.
This policy outlines when and how you can request a refund for digital assets purchased on our platform.
Eligibility for Refunds
Eligible for Refund
- Not Downloaded — Request within 24 hours and have not downloaded the asset(s)
- Significant Difference — Asset is significantly different from its description or previews
- Technical Issues — Asset has problems that prevent it from working as intended
- Duplicate Purchase — You accidentally purchased the same asset twice
- Payment Error — Billing error or unauthorized charge
Not Eligible
- Asset already downloaded with no technical issues
- More than 24 hours since purchase (non-defective items)
- Changed your mind after downloading
- Asset works as described but doesn't meet personal preferences
- Purchased wrong license tier (contact us for adjustment)
- Game moderated by Roblox for unrelated reasons
How to Request a Refund
To request a refund, follow these steps:
Contact Support
Email support@kitsblox.com with the subject line "Refund Request"
Provide Order Details
Include your order number, email address used for purchase, and the asset(s) you're requesting a refund for
Explain the Reason
Describe why you're requesting a refund. For technical issues, please include details or screenshots
Await Response
We'll review your request and respond within 24–48 hours
Refund Processing
Timeline
Refund Method
Refunds are issued to the original payment method used for the purchase. We process refunds through Stripe, our payment provider.
Alternatives to Refunds
In some cases, we may offer alternatives to a full refund:
Store Credit
Receive credit for future purchases, sometimes with a bonus amount
Asset Exchange
Swap for a different asset of equal or lesser value
Technical Support
Our team can help resolve compatibility or setup issues
License Adjustment
If you purchased the wrong tier, we can adjust your license
Special Cases
Bundle Purchases
For bundle purchases, partial refunds may be available if you've only downloaded some assets in the bundle. The refund will be prorated based on the individual asset values.
Promotional / Discounted Items
Refunds for discounted items will be issued at the price actually paid, not the original price.
Free Assets
Free assets do not qualify for refunds as no payment was made. If you have issues with a free asset, contact support for assistance.
Abuse Prevention
To maintain fair policies for all customers:
- Excessive refund requests may result in account review
- Fraudulent refund claims may result in account termination
- We reserve the right to deny refunds that appear to abuse our policy
We trust our customers and handle each case individually with fairness in mind.
Appeal Process
If your refund request is denied and you believe it was in error:
- Reply to the denial email with additional information or context
- A different team member will review your appeal
- Final decisions are communicated within 5 business days
Contact Us
For refund requests or questions about this policy, please reach out. Include your order number in all correspondence to help us assist you faster.