Refund policy

Every Product is a digital file delivered instantly to your account on completed payment. Because nothing ships physically and nothing can be returned, all sales are final and no refunds are issued. By placing an order you confirm that you understand and accept this policy.

Every file in the shop is tested end-to-end before it goes on sale: spawn name, model integrity, handling, sounds where included, and drag-and-drop install on the latest FiveM artifact. Specs, included extras, file size, and lore-versus-non-lore classification are listed on each product page so you can verify fit before you buy.

Buyer responsibility

It is the buyer's responsibility to confirm, before purchase, that the Product is compatible with their intended server. We do not refund a purchase because of any of the following, all of which are within your control to check first:

• The server you play on enforces a poly-count budget below the file's size, and the file gets rejected on stream.
• The server only allows lore-friendly / TOS-safe vehicles, and you bought a non-lore vehicle (or vice-versa). Each product page clearly labels its line.
• The server uses a framework, vehicle-shop resource, or anti-cheat that you didn't account for.
• You changed your mind, picked the wrong car, or no longer want the file after downloading it.
• The file works fine on your local test server but the operator of someone else's server declines to add it.
• Your purchase was on the wrong account, or you forgot you already owned the file.

Genuinely defective files

If a Product is genuinely broken (the download link is permanently unreachable, the archive will not extract on multiple systems, or the file substantively differs from the listing), open a ticket within 14 days of purchase. We will investigate and, when the issue is on our end, replace the file. Replacement is the sole remedy in those cases; cash refunds are not issued.

Chargebacks

Filing a chargeback or payment dispute on a successfully delivered Product without first opening a support ticket is treated as fraud. Doing so results in immediate account termination, revocation of any associated Discord roles, and may be reported to your payment processor and to law enforcement.

How to raise a concern

To raise a defect concern or any other support matter, open a ticket in the Esko Kustomz Discord server or use the on-site ticket system at /support. Email is available at eskokustomz@gmail.com if you need a paper trail or can't access Discord.