Return Policy Overview
At HelloZon.com, we strive to provide high-quality 3D digital files that meet your creative and professional needs. We understand that purchasing digital content comes with unique considerations, and we’ve developed this return policy to address the specific nature of digital 3D files while ensuring a fair experience for both our customers and creators.
Digital Product Return Eligibility
Eligible for Returns/Refunds
- Files that are corrupted or technically defective upon download
- Files that significantly differ from their description, preview images, or specifications listed on our platform
- Files that were not successfully delivered due to technical issues on our end
- Purchases made by mistake, if reported within 24 hours and the file has not been downloaded
Not Eligible for Returns/Refunds
- Files that have been downloaded more than once
- Files where the customer has viewed, opened, or used the content
- Files purchased more than 14 days ago
- Files where the customer lacks the software or technical capability to use the file format
- Files purchased for a specific project that was later canceled or changed
- Files where specifications were clearly stated in the product description (polygon count, file format, texture resolution, etc.)
Return Process for Digital Products
- Initiate Your Return: Log in to your HelloZon account, navigate to your purchase history, select the 3D file in question, and submit a return request with a detailed explanation of the issue.
- Documentation: For technical issues or files not matching their description, please provide screenshots or specific examples of the problem encountered.
- Review Process: Our technical team will review your claim within 2 business days. This may include verifying download logs and examining the file for reported defects.
- Resolution: If your return request is approved, you will receive confirmation via email, and access to the file will be revoked.
- Refund Processing: After approval, refunds are typically processed within 3-5 business days to your original payment method.
Preview and Sample Files
To minimize the need for returns, HelloZon.com provides:
- Detailed specifications for all 3D files (polygon count, file formats, texture resolutions)
- Preview images showing the 3D model from multiple angles
- Low-resolution sample files for certain premium products
- Compatibility information for common software applications
We strongly recommend reviewing all preview materials and specifications before purchasing any digital content.
License Considerations
When purchasing 3D files from HelloZon.com, you are acquiring a license to use the digital content according to our terms. Return requests based on misunderstanding of licensing terms will be evaluated on a case-by-case basis. Please review our licensing terms before purchasing.
Special Situations
Subscription-Based Purchases
For customers with subscription plans that include 3D file downloads, different terms may apply. Please refer to your subscription agreement or contact our support team.
Enterprise or Bulk Purchases
Customers with enterprise accounts or those who have made bulk purchases should contact their account manager directly for any return inquiries.
Educational Discount Purchases
Files purchased with educational discounts have the same return policy as regular purchases.
Technical Support Before Returns
Before requesting a return, we encourage customers to:
- Check our Knowledge Base for solutions to common technical issues
- Verify software compatibility with the file format
- Contact our technical support team who may be able to resolve your issue without requiring a return
Contact Us
If you have questions about our digital return policy or need assistance with a 3D file issue, our Customer Service team is available:
- Email: support@hellozon.com
- Support Ticket: Submit through your account dashboard for technical issues
We value your business and are committed to providing high-quality digital 3D files for your creative and professional projects.
This digital return policy was last updated on May 3, 2025.
HelloZon.com reserves the right to modify this policy at any time. Any changes will be posted on this page and will become effective immediately upon posting.
