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.
Meta Quest/Rift Content Refund Policy
This Meta Quest/Rift Content Refund Policy ("Policy") covers refunds for certain digital content purchased through Meta (including Meta Quest branded devices, Oculus Rift and Oculus Rift S). This Policy is offered by Meta Platforms Technologies, LLC and Meta Platforms Technologies Ireland Limited ("Meta", "we", "our").
We will refund many eligible digital purchases you've made or sent as a gift ("Gift") for any reason if the request is properly made within fourteen (14) days of the purchase or Gift redemption date and we determine that you have engaged with the content for less than two hours. 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 that you may have if the content supplied is either faulty or misdescribed.
The refund programme 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 own eligible Gifts, refund requests will be considered under this Policy for up to fourteen (14) days after this Policy has been terminated or expired, unless otherwise required by applicable law.
Subject to this Policy, you may return eligible apps, games and experiences purchased through Meta for Meta Quest branded devices, Oculus Rift and Oculus Rift S, so long as you submit your request within fourteen (14) days of purchase or Gift redemption and we determine that you have engaged with the content for no more than two hours. 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 Customer Support.
We do not offer refunds on any purchases:
of films, bundles, content purchased as part of a bundle, or content downloaded or purchased inside apps (DLC and in-app purchases, respectively), unless otherwise required by applicable law;
of Subscriptions (as defined in the Meta Horizon Store Terms) or content received pursuant to a Subscription, unless otherwise required by applicable law (you may, however, cancel a Subscription in accordance with the Meta Horizon Store Terms);
of Meta Credits (as defined by the Meta Credit Terms) or content that you access or interact with through or in connection with Meta Credits, unless otherwise required by applicable law;
of content made outside the Meta VR platform. Where you have purchased items outside of the Meta VR platform, additional third-party terms and conditions may apply. Please consult these policies for more information;
if the refund request is made more than fourteen days after the date of purchase or Gift redemption, unless otherwise required by applicable law;
if we determine that you have interacted with content for more than two hours, unless otherwise required by law; or
of previously refunded content.
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 that you used to purchase the content or are using the Gift on.
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. You can also request a refund through our Help Centre. If you would like to request a refund on content that is not supported through these automated channels, please contact 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 Customer Support. Nothing in this Policy shall be deemed to limit any of your applicable statutory rights.
