Welcome to our refund information page.
Here, you’ll find a detailed explanation of how our refund process works from submitting a request to receiving your refund. We want the entire process to be as transparent and straightforward as possible, so you always know what to expect.

💬 What Happens After I Request a Refund?

1. Review

Once you’ve submitted a refund request, the item author will review it.
They may contact you for more information or try to resolve the issue directly.

2. Approval

If your refund request is approved, we’ll notify you.
Your request will then be sent to the MotionCreate Help Team for processing.
Once your refund has been completed, your right to download, use, or rate the item is revoked.

ℹ️ Note: If you purchased multiple licenses for the same item, your rating will only be removed when the last license has been refunded.

3. Decline

If the author declines your request, we’ll let you know that it has been closed.
If you disagree with the author’s decision, you can raise a dispute with our Help Team to have the case reviewed.

⏱️ How Long Does It Take?

• If your request was sent to an author, you should expect a response within 5 days.
• If the author does not respond, you can raise a dispute so our Help Team can review it.
• If your request is approved, our Help Team usually processes the refund within 3–5 business days.

🔍 How Can I Track My Refund Request?

After submitting your request, you go to your Workspace refounds, to follow your refund’s progress or raise a dispute.

The tracking page allows you to:

• Monitor the progress of your refund, (Pending, accepted)
• Communicate privately with the author (visible only to you, the author, and MotionCreate),
• Raise a dispute if necessary.

🛠️ Need Help or Want to Raise a Dispute?

If your refund request is valid but was declined or if you haven’t received a response from the author within 5 days you can raise a dispute.

Steps to Raise a Dispute:

1. Click in this link.
2. Select “Refunds”
3. Provide a clear and detailed explanation of your issue.
4. Attach any supporting screenshots (.png or .jpeg, up to 10MB total).
5. Click Submit to send it to our Help Team.

We’ll review your dispute within 5 business days.

During this process, we may:

• Reopen a previously closed refund request,
• Ask for more details from you or the author,
• Review all available information before making a decision.

⚠️ If we request more details and don’t receive a response from you within 5 days, we’ll close the dispute based on the information we have.

🧭 Our Role in the Refund Process

We recommend you contact the author first as soon as you experience an issue with an item.

The MotionCreate Help Team handles:

• Payment or checkout issues,
• Disputes unresolved by the author,
• Refunds for items purchased directly from MotionCreate.

Authors handle:

• Item-specific problems (bugs, missing files, misleading description, etc.),
• Support-related issues.

⭐ Ratings and Fair Use

Our refund policy is designed to keep things fair for both buyers and authors.
We expect all users to follow our Refund Policy, Support Policy, and Ratings Policy to ensure a positive marketplace experience.

🔄 Can I Withdraw My Refund Request?

Yes! Simply open your refund request using your email link and leave a comment informing the author that you’d like to withdraw your request.
The author will then decline the request to close it.

🧩 How to Request a Refund

If you’ve encountered an issue with your purchase and it meets the MotionCreate Refund Policy conditions, you can request a refund directly from your Purchases.

Click “Request a Refund” and provide:

• The reason for your request,
• Any relevant details or screenshots.

Once submitted, you’ll receive an email confirmation with a tracking link.