Refund Policy
What to do if something's wrong with your order.
coldd Development (ABN 34 127 589 633) sells digital assets that are delivered instantly and cannot be returned or un-downloaded once accessed. Our commercial policy is that we do not offer voluntary, change-of-mind refunds - this page explains what that does and doesn't cover, and the specific circumstances where the law still requires us to provide a refund or other remedy regardless of that policy. It reflects § 2.1 of our Terms of Service.
Nothing in this policy excludes, restricts or limits any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or limited - including your rights under the Australian Consumer Law (section 2) and any mandatory rights that apply in your own country (section 3). Where this policy and a mandatory right conflict, the mandatory right applies.
As a general practice, before any refund is issued we'll first attempt to resolve the problem itself - a corrected file, troubleshooting help, or a replacement - since that's usually faster for you than a refund. This doesn't apply where the Australian Consumer Law entitles you to choose a refund yourself for a major failure (section 2).
1. No refund for a change of mind
Once a purchase completes, delivery has happened - the files are available and cannot be restored to an unaccessed state. Subject to the guarantee above, we do not offer refunds, credits, charge reversals or exchanges for:
- Change of mind, or deciding you no longer need the asset
- Accidental purchase, or buying the wrong product
- Technical incompatibility with software or setups that weren't listed as a requirement on the product page
- Difficulty using the product, where the product itself works as described
That last one we'd rather solve than refuse: if something isn't working for you, open a ticket in Discord and we'll help you get it running. And if the product genuinely has a problem - it's broken, corrupted, or doesn't do what its description said - we'll try to fix it first; sections 2 and 3 below cover what happens if we can't.
2. Australian consumers - your statutory rights
If you are a consumer in Australia, our digital goods come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded, restricted or modified - including by anything in section 1 above.
If a product has a major failure, you're entitled to choose a refund or a replacement, plus compensation for any other reasonably foreseeable loss or damage. We'll usually offer to correct the files or replace the product first because that's normally quicker, but for a genuine major failure that choice is yours - you don't have to accept, or wait for, a repair. Under the ACL, a failure is generally major where, for example, a reasonable consumer who knew about the problem wouldn't have bought the product, the product is substantially unfit for the purpose it's commonly used for and can't easily be fixed within a reasonable time, or it doesn't match its description in a way that matters.
If the product isn't of acceptable quality but the failure is not major, you're entitled to have it repaired within a reasonable time - in practice, corrected files - before a refund or replacement comes into play.
3. Outside Australia
If you're outside Australia, we generally don't offer change-of-mind refunds, for the same reasons as section 1. If a product genuinely doesn't work - it's broken, corrupted, or fundamentally misrepresented in its description - we'll first try to fix it; that's almost always faster than a refund. If we can't fix a genuine defect within a reasonable time, we'll provide a refund or other appropriate remedy.
This section describes our general commercial approach outside Australia. It does not override any mandatory consumer protection law that applies to you in your own country of residence - where such a law gives you a right beyond what's described here, that right still applies.
4. Resell licences
Resell licences are not refundable under any circumstances. A resell licence grants rights the moment it is issued, and those rights cannot be recalled once granted.
5. If a refund is approved
We refund to the original payment method wherever possible. Where that isn't practical, or you'd prefer a different approach, we'll work with you to reach an agreed alternative - such as a different payment method or replacement products - but if we can't reach an agreement, we'll refund to the original payment method.
- Card and PayPal - returned to the account you paid from, typically within 5–10 business days depending on your bank.
- Cryptocurrency - every crypto order is invoiced and recorded in our system at a fixed USD price, set at the moment you started checkout, regardless of what the coin you paid with is worth on the day. A refund is calculated against that same recorded USD total - not the coin's value today - and sent to a wallet address you provide. Network fees charged by the blockchain to send that refund may be deducted from the amount received; our crypto payment processor may also apply its own minimum transaction amount, which can affect very small refunds.
- Robux - where the applicable Roblox system allows us to reverse the specific transaction, we'll use it. Where it doesn't - which is the case for a standard gamepass purchase today - we cannot reverse the transaction on our end. If agreed to by both parties, we'll instead pay the equivalent value to you in Robux through an on-site purchasable (for example, a gamepass), or offer store credit or an equivalent refund by another method.
If your original payment method can no longer receive a refund for a reason outside our control (for example, a closed account or an unreachable wallet), we'll work with you on an appropriate alternative such as store credit or a refund by another method.
6. Chargebacks and payment disputes
If something's wrong, please talk to us first - we can almost always resolve a genuine problem faster than a bank or payment provider's dispute process, and it avoids the delay and fees a formal dispute involves for both sides.
Raising a payment dispute doesn't cost you your consumer rights, and a legitimate dispute - including a bank or processor-initiated reversal, or a transaction you didn't authorise - is not treated as fraud. Where we reasonably suspect, after investigating, that a customer has knowingly made a fraudulent or abusive payment dispute, or knowingly made false claims about a product (for example, claiming it was never delivered when it was, or that it lacks a feature it demonstrably has) in order to obtain a refund, we may suspend the associated account and revoke the related product licences.
7. Raising an issue
Whether you need a fix or believe you're entitled to a refund, start the same way - include your order number and what went wrong:
- Email support@coldd.dev or use our Contact Form
- Or open a ticket in our Discord
We aim to respond within 2 business days and to resolve approved refunds within 5 business days of agreeing them.