Refund and Returns Policy

‘BTV Productions’ Refund Policy

At btv.productions.com we aim to ensure you are fully satisfied with every purchase. We stand behind our tools and fix issues within the advertised scope. Because different stores have different rules (and some products are downloadable code), your refund options depend on where and what you purchased. Our 30-day guarantee applies to eligible direct-site purchases after Step 1 (support attempt), as detailed below, covering:

  • Faulty products
  • Products that fail to perform as advertised
  • Accidental purchases (DAZ Store: per DAZ policy; Direct-site: generally not refundable once a downloadable product has been accessed/downloaded; Mixamo Pro is non-refundable)

For more details, please refer to our Product Refund FAQs below.

Step 1: Contact ‘BTV’ Support

Turn on “Verbose Tooltips” at the bottom of the BTV menu to access in-tool docs. If the product seems faulty or not as described, contact us and we’ll work with you to resolve the issue.

Scope note: we warrant the features the add-on advertises (e.g., rigging/retargeting workflow). Workflows outside scope (example: converting a rigged character to Alembic/ABC for other tools) are not covered by the guarantee.

Step 2: Requesting a Refund

If Step 1 doesn’t resolve your issue, you can request a refund where eligible. DAZ Store purchases of BTV must be requested through your DAZ account/order page (DAZ policy applies). Direct-site purchases of BTV may be refunded within 30 days of purchase after Step 1.

To start a refund request, please provide us with:

  • The product name
  • Your order number
  • A clear description of the problem (helps us improve)

After receiving your request, we will review the issue. Provided you completed Step 1, your request is within 30 days, and it’s eligible under the product/channel specifics below, we’ll process the refund. While we’re dedicated to fixes, we understand a refund can sometimes be the best resolution.

Note: This policy does not cover partial refunds due to price changes.

Understanding Our Refund Policy: Key Points

For a comprehensive understanding of our refund policy, this section addresses common questions.

  • Lack of product knowledge: We provide documentation and support. Inability to use the product due to lack of product knowledge is not a refund basis.
  • Post-purchase price adjustments: We don’t refund price differences if a product goes on sale after your purchase.
  • Accidental purchases: DAZ Store purchases follow DAZ’s accidental-purchase policy. Direct-site purchases are generally not refundable once a downloadable product has been accessed/downloaded. Mixamo Pro is non-refundable.
  • Faulty or misdescribed products: Eligible for a refund if reported within 30 days after attempting support (Step 1). Direct-site purchases follow this page; DAZ Store purchases follow DAZ’s policy.
  • Outside scope: Workflows outside the add-on’s advertised scope are not covered.

Requesting a Refund:

If the product doesn’t meet your expectations, please:

  1. Attempt to resolve the issue by contacting us (see Step 1).
  2. If unresolved, request a refund by providing the product name, order number, and a clear issue description.

Refund Process:

Refunds are issued to the original payment method. Credit/debit card refunds may take several business days; PayPal typically processes in 1–2 days. For BTV (license-keyed), any approved refund includes immediate license revocation/deactivation.

Which policy applies to me?

• BTV purchased on the DAZ 3D Store: Refunds/returns are governed by DAZ’s refund policy and processed by DAZ. We’ll gladly help troubleshoot, but DAZ makes the refund decision.

• BTV purchased directly on btv.productions.com: Covered by our 30-day guarantee after Step 1 (support attempt). BTV uses a license key; any approved refund includes license revocation/deactivation.

• Legacy Gumroad purchasers of BTV (migrated): We no longer sell or process refunds via Gumroad. These purchases are outside the 30-day window; refunds are closed, but full support continues.

• Mixamo Pro (paid, from btv.productions.com): Non-refundable. It is delivered as downloadable code and does not use a revocable license key. We fully support and will fix issues within the add-on’s advertised scope (see Step 1).

• Community Mixamo add-on (free): Provided as-is (no purchase, no refunds).