Support
Something not working?
The person who answers is the person who built it. Start with where you bought it, because that decides who can actually help.
Start here
Bought here
Direct from Penumbra Works
We're the seller. Downloads, licence keys, refunds and technical questions all come to us.
Lost your download link? Look up your order with the email you paid with. No need to write in.
- Refunds under our refund policy
- Re-issued download links
- Licence questions: see the licence terms
Bought elsewhere
Fab, Unity Asset Store, ArtStation or Gumroad
That marketplace is the seller, not us. Their refund window and download system govern the purchase, so we can't process a refund or re-issue a file on their behalf.
Technical questions about the asset itself are still ours, so write in either way and we'll answer.
- Refunds through the marketplace
- Downloads from your account there
- Asset questions still come to us
Before you write
Four lines turn a three-message thread into one reply. If you have them to hand, include:
- Product name and version. The version is on the product page and in the download
- Order ID, or the email you paid with
- Engine and version, plus the render pipeline if it's relevant
- What you expected and what happened instead, with a screenshot if it's visual
If it's a shader or material problem, a screenshot of the material inspector is worth more than a description of it.
Where to write
- support@penumbraworks.com
A product you bought
Downloads, licences, refunds, bugs, and questions before you buy.
- Let's talk
Commissioned or custom work
Outsourcing, co-development, quotes and scoping. Different inbox, different conversation.
- privacy@penumbraworks.com
Privacy and data requests
Access, correction, deletion, or anything else under the GDPR. These have a statutory deadline, so they get their own inbox.
What to expect
We're two people in the European Union, so replies land in European hours. Expect an answer within a few working days.
There's no ticket queue and no first-line support. Whoever built the thing is who replies, which means the first answer is usually the real one.
What's covered after you buy, and for how long, is set out in the licence terms and the FAQ. Those pages are the source of truth, so this one doesn't repeat them.
The details
Contact us.
A quick message is better than wasting your time.