If you are a consumer and reside within a Member State of the European Union, the European Economic Area, or the UK, you may have a right to withdraw from a purchase and receive a refund under your local consumer laws as described in more detail in our Information on EU/EEA/UK Consumer Right of Withdrawal. In such cases, this present Policy institutes a separate and additional refund scheme and in no way seeks to limit or otherwise modify your statutory rights. You may freely choose to claim a refund under your statutory withdrawal and refund rights, if any, instead of a refund under this policy.
This Go/Gear VR Content Refund Policy ("Policy") covers refunds for certain content purchased through Oculus for Oculus Go or Samsung Gear VR devices. This Policy is offered by Facebook Technologies, LLC and Facebook Technologies Ireland Limited ("Oculus," "we," "our").
We will refund many eligible digital purchases you've made or sent as a gift (“Gift”) through Oculus for any reason if the request is properly made within three (3) days of the purchase or Gift redemption date and we determine that you have engaged with the content for less than thirty (30) minutes. Our policies surrounding these automated refunds are described more below.
Even if you don't qualify for an automated refund under this Policy, you may be eligible to receive a refund. You may check your eligibility by contacting Customer Support. These refund rights are separate from any legal rights you may have if the content supplied is either faulty or misdescribed.
The refund program described in this Policy may expire and/or be terminated by us at any time and/or for any reason. For users who have made eligible purchases or eligible Gifts, refund requests will be considered under this Policy for up to three (3) days after this Policy has been terminated or expired.
Subject to this Policy, you may return eligible apps, games, and experiences purchased through Oculus, so long as you submit your request within three days of purchase or Gift redemption and we determine that you have engaged with the content for no more than thirty minutes. We are not able to offer refunds on certain categories of content through our automated systems. If you would like to request a refund for such content, which is outlined further below, please contact us at Customer Support.
We do not offer refunds on any purchases:
of movies, bundles, content purchased as part of a bundle, or content downloaded or purchased inside of apps (DLC and in-app purchases, respectively);
of content made outside of the Oculus platform. Where you have purchased items outside of the Oculus platform, additional third-party terms and conditions may apply. Please consult these policies for more information;
if the refund request is made more than three days after the date of purchase or Gift redemption;
If we determine that you have interacted with content for more than thirty minutes; or
of previously refunded content.
To qualify for an automated refund, you must submit your request from the same device you used to purchase the app, or are using the Gift on. For eligibility, you cannot have cleared your data after purchasing or redeeming the app, before requesting the refund.
If you purchase, or receive a Gift for, content that can be enjoyed on multiple VR devices, the relevant refund policy is the one covering the device you used to purchase the content, or are using the Gift on. For example, if you purchase a game on any Oculus Go or Samsung Gear VR device or app, then this Policy governs, even if you can play the game on Oculus Rift.
When you initiate a refund request, you will lose your access to the app while we process your request. During that time, you will not be able to interact with the app or any content or purchases you've made within it. If your refund request is denied, you will regain access to the app.
If you are the purchaser of a Gift, you will receive a refund if the recipient fails to redeem the Gift within 30 days. Purchasers of Gifts may not request a refund, unless otherwise required by applicable law.
If you are a recipient of a Gift, once the Gift has been purchased or redeemed, only you (and not the purchaser) may request a refund in accordance with this Policy.
In all instances, unless otherwise required by applicable law, refunds will be sent to the purchaser of the Gift, not the recipient.
It typically takes us no more than five days to review, verify, and process refund requests. It may take longer for your statement to reflect the credit. If a refund request is granted, we will credit you through your original payment method(s).
You may initiate an automated refund request through your Purchase History page. For more detailed instructions, please visit this page. If you would like to request a refund on content that is not supported through this automated channel, please contact us at Customer Support.
Our automated content refund system will not grant refund requests if they fall within any of the exceptions set out above or are otherwise exempted from this Policy. We may also deny content refund requests if we detect irregularities and/or potential abuse of our systems (or our policies), such as multiple attempts to return content over a period of time, etc.
If you would like to return content that has been determined ineligible for a refund under this Policy, or if you feel that you are otherwise entitled to a refund which was denied, please contact us at Customer Support. Nothing in this Policy shall be deemed to limit any of your applicable statutory rights.