Refund Policy

Your applicable legislation: Colombia

Colombian consumer law (Ley 1480 de 2011, Estatuto del Consumidor) and data protection law (Ley 1581 de 2012). Withdrawal term: 5 business days. Consumer authority: Superintendencia de Industria y Comercio (SIC).

1.1. Purpose. This Refund Policy ("Policy") explains when and how you may cancel a purchase, return a product, or obtain a refund or other remedy for products and services bought from Zaryx Studios through our website.

1.2. Scope. This Policy applies to every purchase made on https://zaryxstudios.dev — including digital products, licence keys, subscriptions, in-site currency, and custom commissions — by consumers worldwide.

1.3. Best-law principle. Zaryx Studios is a company based in the Republic of Colombia. For every purchase we apply the consumer legislation most favorable to you between (i) Colombian law, which is our baseline, and (ii) the mandatory consumer law of your country of residence, whenever the latter grants you more. Nothing in this Policy waives or limits your statutory rights.

1.4. Definitions:

2.1. Your purchase is governed by the Colombian Estatuto del Consumidor — Law 1480 of 2011, Articles 11 (legal guarantee), 46 (information duties in distance sales), 47 (right of withdrawal) and 58 (complaint procedure) — together with Decree 1074 of 2015 (electronic commerce) and Law 527 of 1999 (electronic transactions).

2.2. The supervisory authority is the Superintendencia de Industria y Comercio (SIC). Once the direct claim procedure in section 8 has been exhausted, you may file a complaint with the SIC — www.sic.gov.co, line 01 8000 910165 — or bring an action before the competent Colombian civil courts (Article 58, Law 1480 of 2011).

3.1. Most products sold on our website are Digital Products (section 1.4). Unless otherwise stated, delivery is automatic and takes effect immediately upon confirmation of payment.

3.2. Once a Digital Product has been delivered, it is in your possession and cannot be returned in the physical sense. Accordingly, the withdrawal right does not apply once delivery has begun with your consent — in line with the rules set out in section 5 for your legislation.

3.3. By completing a purchase of a Digital Product you acknowledge and accept that, once the product has been delivered and is available for download or use, the purchase is final, subject to the guarantee and conformity rights described in section 7.

3.4. If the delivery fails or the product is not accessible, we will resolve the issue free of charge under section 7 rather than require you to return the product.

4.1. Applicability and term. Under Article 47 of Law 1480 of 2011, you may withdraw from a distance sale within five (5) business days from Delivery (for products) or from the conclusion of the contract (for services), provided the product has not been consumed and the contract has not begun to be executed.

4.2. How to exercise it. Send us a written notice at support@zaryxstudios.org or through a support ticket, stating your order number and your intention to withdraw. No justification is required.

4.3. Effects and refund term. The contract is resolved and we must return to you, in money and without discounts or withholdings of any kind, all sums you paid, within a maximum of thirty (30) calendar days from the date you exercised the right (Article 47, final paragraph, Law 1480 of 2011).

4.4. Return of goods. You must return the product through the same means and in the same condition in which you received it; the transport and other costs of the return are borne by you.

4.5. Refund method. Refunds are processed through the original payment method (Paddle). Where that method cannot be credited, the refund is issued to your account balance on our website.

5.1. Under Article 47 of Law 1480 of 2011, the right of withdrawal does not apply in the following cases, which we apply to our products as follows:

Digital goods that cannot be returned — software, plugins, builds, maps, licence keys, or content that have been delivered and are available for download or use (Article 47, numeral 4).

Services whose performance has begun with your agreement (Article 47, numeral 1).

5.2. Once a Digital Product has been delivered (for example, a licence key has been activated or a download has been unlocked), the purchase is final and the right of withdrawal does not apply. This does not affect the legal guarantee under section 7.

6.1. Commissions — custom plugins, custom builds, Discord bots, websites, and other bespoke work — are goods made to your specifications and are therefore exempt from the right of withdrawal under every legislation covered by this Policy (section 5).

6.2. Before performance begins. If we have not yet started the work, we may refund any amount paid, at our discretion and subject to any advance-payment terms agreed in writing with you.

6.3. After performance begins. Once the commission has begun, the amounts paid are non-refundable, unless we fail to deliver the commissioned work in accordance with the agreed specifications. In that case, the guarantee and conformity remedies in section 7 apply, and you may also terminate the contract with a proportional refund for the unperformed part.

6.4. Scope of work. The specifications, deliverables, deadlines, and ownership terms of every commission are defined in writing before payment and prevail over this Policy where they grant you more.

7.1. Legal guarantee (garantía legal). Under Article 11 of Law 1480 of 2011, all products are covered by the legal guarantee, which obliges us to respond for the quality, suitability, and safety of what we sell, at no additional cost to you.

7.2. Term. We announce a legal guarantee term of one (1) year from Delivery for our new Digital Products. Where no term is announced, the default term for new products recognized by the SIC applies.

7.3. Remedies (Article 11, Law 1480 of 2011):

Repair — free and total correction of the defects, including transport and prompt supply of replacement parts (numeral 1).

7.4. Exclusions. The guarantee does not cover failures caused by: misuse of the product; modifications, decompiling, or reverse engineering; incompatibility with third-party software; server configuration errors; failure to follow the provided instructions; or any use contrary to our Terms of Service.

7.5. Repeated failures. If the product fails repeatedly, you may choose, depending on the nature of the defect, a new repair, a total or partial refund, or a replacement product with similar or better technical specifications (Article 11, numeral 2, Law 1480 of 2011).

8.1. Step 1 — File your claim in writing. Contact us at support@zaryxstudios.org or open a support ticket on our website. Include: your order number, the purchase date, a description of the issue, and any supporting evidence (screenshots, error logs, or order confirmation).

8.2. Step 2 — Acknowledgment and review. We acknowledge every claim within two (2) business days and respond with a decision within fifteen (15) business days, in accordance with Article 58, numeral 5 of Law 1480 of 2011. Most claims are resolved much faster.

8.3. Step 3 — Resolution. Depending on the case, we will: (i) approve the refund — processed through Paddle to your original payment method, or to your account balance where the original method cannot be credited; (ii) repair or replace the product; or (iii) reject the claim, explaining the reasons in writing.

8.4. Refund processing. Approved refunds are issued in the same currency and through the same channel used for the original payment. Coin packages and account-balance purchases may be refunded to your account balance.

8.5. Escalation. If you are not satisfied with our response, you may escalate the claim to the competent consumer authority or the courts of your jurisdiction, as indicated in section 2 and below:

Q1. I bought a digital product but changed my mind — can I get a refund?

A. No, once the product has been delivered and can be downloaded or used, the right of withdrawal does not apply (Article 47, Law 1480 of 2011). If the product fails to meet its quality or suitability, the legal guarantee of section 7 applies.

Q2. How long do I have to cancel a purchase?

A. Five (5) business days from Delivery (products) or from the conclusion of the contract (services), in accordance with Article 47 of Law 1480 of 2011. Digital products already delivered are excluded.

Q3. How do I request a refund or claim the guarantee?

A. Write to support@zaryxstudios.org or open a support ticket with your order number. We respond within fifteen (15) business days (Article 58, numeral 5). Refunds are paid in full within thirty (30) calendar days.

Q4. What happens if the product does not work?

A. Claim the legal guarantee (section 7): free repair, replacement, or refund at your choice, in the order established by Article 11 of Law 1480 of 2011. Misuse, modifications, or server configuration errors are not covered.

Q5. Where can I escalate if I am not satisfied?

A. After the direct claim, file a complaint with the SIC — www.sic.gov.co, line 01 8000 910165 — or bring an action before the competent civil courts.

9.1. All payments are processed by Paddle, our payment processor. If you dispute a charge with your bank or card issuer (chargeback), the dispute is handled by Paddle under its own rules, and access associated with the order may be suspended while the dispute is pending.

9.2. Before initiating a chargeback, please contact us first: most issues can be resolved faster through our support team under section 8. Unjustified chargebacks may lead to the revocation of access to the purchased products and the termination of your account in accordance with our Terms of Service.

9.3. A chargeback does not affect your statutory consumer rights. If the chargeback is resolved in your favor and a refund is granted, it will be processed in accordance with this Policy.

10.1. Our website sells to customers worldwide. If the law of your country grants a cooling-off or withdrawal right for digital content or distance purchases, we honor it to the extent required, and your mandatory local law prevails wherever it is more favorable to you than this Policy.

10.2. If Colombian legislation is more favorable to you than the legislation of your country — for example, a withdrawal right or a legal guarantee that your local law does not grant — the Colombian protections described in this Policy apply to you.

10.3. Where this Policy is more favorable to you than your local law, we apply this Policy. In all cases, the "best-law" principle of section 1.3 governs.

11.1. We may update this Policy periodically to reflect changes in our practices or in applicable law. The current version is always published on this page with its last-update date; significant changes are announced on our website.

11.2. Contact. For refunds, returns, guarantee claims, or questions about this Policy, write to support@zaryxstudios.org or use our support system. We respond within two (2) business days.

11.3. Colombian consumers may also contact the SIC for guidance:

Disclaimer. This page summarizes consumer rights for information purposes and does not constitute legal advice. In case of conflict, the applicable law prevails over this Policy.

Questions About Refunds?

If you need to request a refund, return a product, or claim your guarantee or conformity rights, please contact us at support@zaryxstudios.org or open a support ticket on our website. Colombian consumers may also contact the Superintendencia de Industria y Comercio at 01 8000 910165 or www.sic.gov.co.