Refund and Returns Policy

Effective date: August 11, 2026

All products at LunaModels.art are digital AI model files delivered electronically. Because digital goods cannot be “returned,” this policy explains exactly when refunds, exchanges, and replacements apply. It forms part of our Terms of Service.

The Core Rule

Not downloaded yet? You may request a refund or exchange within 7 days of purchase, as long as the files have not been downloaded or accessed.
Downloaded? The sale is final. Once files have been downloaded or accessed, no refunds or exchanges can be issued.
Custom commissions / on-demand training become non-refundable once training work has started.

Please review the product page — especially the base-model compatibility — carefully before purchasing and before downloading.

We Always Fix Real Problems

“All sales final after download” never applies to genuine defects. Contact us and we will make it right:

Corrupted or defective file → we repair or replace it at no cost.
Download interrupted or “Forbidden” errors → we refresh your download limit.
Wrong version purchased, not yet downloaded → we exchange it for the correct version.
Accidental duplicate purchase → send us both order numbers and we will resolve it (replacement product or store credit).
Files missing from a completed order → we complete the delivery or refund the affected item.

How to Request a Refund or Exchange

Open a support ticket from your account dashboard, or email Contact.us@lunamodels.art.
Include your order number and the email on the account. For payment issues, include your transaction ID (TXID).
We review requests within 1–2 business days and notify you of approval or rejection by email.

How Approved Refunds Are Paid

Refunds are issued in cryptocurrency to the original sending wallet, minus blockchain network fees, or as store credit — at our discretion, based on how the order was paid.
Crypto refunds are sent at the USD value of the original order, converted at the rate applicable when the refund is processed.
Network (“gas”) fees from the original payment are non-refundable.

A Note on Disputes

Please contact us before opening any dispute with an exchange or payment provider — legitimate issues are resolved quickly and privately. Fraudulent or bad-faith disputes lead to account suspension, license revocation, and a permanent purchase block, as described in Section 7 of our Terms of Service.

Nothing in this policy limits any non-waivable consumer rights you may have under applicable law.