This Mobile Content Refund Policy (“Policy”) covers refunds for certain content purchased through Oculus for a mobile VR device or app such as the Samsung Gear VR system.
We will refund many digital purchases you‘ve made through Oculus for any reason if the request is made within three days of the purchase date and you have engaged with the content for less than thirty 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 able to receive a refund by contacting Customer Support. For example, 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 end at any time for any reason. For users who have made eligible purchases up to and through the last day of availability of this refund program, refund requests under this policy will be considered as if the policy were still in effect, up to three days after the mobile automated content refund program has closed.
You may return mobile apps, games, and many experiences purchased through Oculus for any reason, so long as you submit your request within three days of purchase and 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 at this time. If you would like to request a refund for this content, which is outlined further below, please contact us at Customer Support.
We do not offer automated refunds on 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
if you have interacted with content for more than thirty minutes
of previously refunded content
To qualify for a refund, you must submit your request from the same device you used to purchase the app. For eligibility, you cannot have cleared your data either manually or by logging out after purchasing the app, before requesting the refund.
If you purchase 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. For example, if you purchase a game on your Samsung Gear VR device or app, then this Mobile Content Refund Policy governs, even if you can play the game on both Samsung Gear VR and 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.
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. We may also deny content refund requests if we detect potential abuse of our systems, such as multiple attempts to return content over a period of time.
If you would like to return content that is not eligible for a refund under this Mobile Content Refund Policy, or if you feel that you are otherwise entitled to a refund, please contact us at Customer Support. Nothing in this Policy shall affect your statutory rights.