Short answer: It depends on if your commission has a guaranteed delivery date and whether that date has passed.
Why do I want a refund?
The Guaranteed Delivery Date is an issue:
If the guaranteed delivery date hasn’t passed yet, all refunds are based on your artists’ cancellation policy. Contact them directly to discuss ASAP.
If a guaranteed delivery date was set and has passed, you are entitled to a no-fault cancellation. This means you will get a full refund if you cancel your commission.
- Please note: Commission requests made before April 24, 2024, may not have a Guaranteed Deadline.
However, if the guaranteed delivery date hasn’t passed yet, all refunds are at your artists' sole discretion. Be sure to review their cancellation policy in their ToS and contact them to discuss ASAP.
I have not heard from my artist:
My commission is a "Surprise Me":
Communication from the artist is optional and usually will not happen! Please only be concerned if the Guaranteed Deadline has passed.
My commission is anything but a "Surprise Me":
The first thing you should do is reread the artist's ToS, as there are usually communication guidelines posted in a designated section. This will provide more insight into their communication standards and will help you build expectations on when you'll hear back from them.
If you haven't heard back from your artist, the first thing you should do is reach out to them via VGen DM. If you have been contacting them via a different method, please contact them there as well.
Please check their social media accounts for any announcements or activity.
If you have not heard back from the artist for 7-10 days after reaching out to them for an update, please create a ticket with a member of our support team.
Contacting Support for a refund:
Before contacting support, please read the entirety of this article. Contacting support for a refund is meant to be a last resort, but we can assist you if needed. Be sure you're refund eligible under VGen's Buyer Protection Policy.
When you submit a ticket to support, please include:
- The COMM#ID or ORDER#ID of your commission or product
- Screenshots of your attempts to contact the artist through VGen DMs directly, asking them for an update or refund
- A concise overview of your situation
Our support team will review this information and let you know what the next steps are for your commission.