Because our products and services are digital and cannot be returned, refunds are only available in the situations below. This policy forms part of our Terms & Conditions.

Free samples & device check (strongly recommended)

Before purchasing, please test our free sample mockups to confirm performance on your device and browser:
• Free 2D Editor Samples
• Free 3D Editor Sample
For the best results, use Google Chrome with hardware acceleration and see our Device Compatibility table.

1) Eligible refund situations

1.1 Duplicate purchase
If you accidentally purchased the same product or subscription twice, we’ll refund the duplicate. Email info@studioinnate.com with the order numbers.

1.2 Unresolved technical problem (Assets or Editor)
If you encounter a technical issue we cannot resolve after reasonable troubleshooting, we’ll refund the relevant purchase (or reinstate credits).

Before requesting a refund, please try:

• Updating to the latest version of your design software (for digital assets) and confirming it meets the version shown on the product page.

• Updating your browser, operating system, and (desktop) graphics drivers; enable hardware acceleration.

• Clearing your browser cache and disabling extensions/ad blockers.

• Trying a different browser or device (we recommend Google Chrome).

• Checking file format/size limits shown on the site/editor and fully unzipping assets.

• Confirming your device/browser is supported per our Device Compatibility table.

Include screenshots or a short screen recording, the error message, time of issue, and your browser/device details.

1.3 Misrepresentation
If the delivered item does not match the product description or a listed component is missing, we’ll refund. Please provide clear details of the discrepancy.
Note: Misrepresentation does not include subjective opinions about quality where the product matches its description.

1.4 Consumer cooling-off (UK/EU)
We provision immediate access to digital content/services as soon as payment is confirmed.

• Downloads (digital content): You expressly consent to immediate supply and acknowledge you will lose your 14-day right to cancel once the download link is delivered or provisioned to your account.

• Subscriptions / online Editor (digital content/services): You expressly consent to immediate supply and acknowledge you will lose your 14-day right to cancel once access to the Editor/plan is provisioned to your account.

• To retain your 14-day cancellation right, do not complete the purchase—first test the free 2D and 3D samples linked above to confirm compatibility and performance. Immediate access is standard and waives the 14-day right once access is provisioned or downloads are delivered (delayed provisioning is available in rare circumstances).

2) Device compatibility & browser recommendations

Our 2D and 3D mockup editors run across desktop and mobile, but 3D performance depends on hardware and browser. Please refer to the Device Compatibility table on our site for supported (✓), limited (!) and not-supported (✕) categories. For best results use Google Chrome with hardware acceleration enabled and close unused apps/tabs.

3) Credits (Editor) — refunds & exclusions

Auto-refunded (credit returned):

• policy block (e.g., prohibited brand/public-figure references)

• server-side failure (we couldn’t complete the job)

May still consume a credit:

• local/browser issues (tab closed, page refreshed, device sleep, lost connection)

• file problems (corrupt/unsupported format, extreme dimensions beyond limits)

• timeouts due to device/network constraints

• attempting heavy 3D scenes on devices marked limited (!) or not supported (✕) in the compatibility table

AI variability (not refundable):

• your result differs from example images or prior runs due to AI variability

• dissatisfaction with creative direction of the Output (style, mood, composition) where the tool functioned as intended

• minor visual artefacts (e.g., grain, seams, banding, edge halos) typical of AI rendering that do not prevent reasonable use

• credits are not refunded for dissatisfaction arising from AI variability where the job completed successfully (see “AI behaviour & limitations” in our Terms)

Beta notice — no save feature & no storage:

• Our AI tool is currently in Beta and does not include a project/save feature.

• We do not store your AI-generated images or your renders created in the online editor.

• Always download your generated image immediately. If you refresh, navigate away, or start a new generation, previous images are discarded.

• Credits are not refunded for loss of work due to unsaved/undownloaded images, page refreshes, tab closes, or navigating away after a successful generation.

If you believe a credit was wrongly used, contact support@studioinnate.com within 24 hours with a screenshot or short recording.
We do not provide partial refunds for unused credits in a purchased credits package.

4) Non-refundable situations

We cannot refund where:

• you or your client no longer need the product or changed your mind;

• you purchased an alternative product elsewhere;

• you lack required software/skills and the listing stated requirements;

• the product was downloaded/provisioned or used and matches its description;

• internet/connectivity issues at your end prevented download/export;

• you claim a technical issue but cannot provide reasonable evidence for us to investigate;

• your device/browser is outside supported specifications or marked limited/not supported in the compatibility table;

• you did not test the free samples and the issue relates to device/browser limitations or performance that the samples would have revealed;

• you request a partial refund of a credits pack because some credits remain unused.

5) Subscriptions: renewals, cancellations & proration

• Subscriptions auto-renew until cancelled. You can cancel any time; cancellation takes effect at the end of the current billing period.

• Refunds for renewals are not provided once the new period has begun, except under the cooling-off rules above (where applicable).

• If we agree to a goodwill pro-rata refund, access will end immediately when the refund is processed.

6) Timeframe for refund requests

Please contact us within 30 days of purchase (or within 24 hours for credit-deduction disputes). Requests made later may not be eligible.

7) How to request a refund (what to include)

Email info@studioinnate.com with:

• order number(s), purchase email, and date

• product/plan name(s)

• description of the issue and steps already tried

• evidence: screenshots and/or a 10–20s screen recording, plus device/OS/browser

We aim to respond within 5 working days.

8) Chargebacks

If a chargeback is filed, account access may be suspended while we investigate. We’ll work with you and the payment provider to resolve matters quickly.

9) Goodwill

We understand unexpected situations arise. While we can’t guarantee refunds outside this policy, we’ll consider fair, case-by-case solutions where appropriate.

10) Decision

We’ll make a fair determination based on this policy and the information provided, and we’ll explain the outcome. If you have questions, please reply to our email and we’ll be happy to help.