Welcome to our Refund Rules. Yikes! Because we are a platform, these rules outline what you can expect from us (the authors) for the items you buy. They apply to all customers.
The products that we sell on the platform are digital goods and cannot be “returned”, so your entitlement to a refund is designed with this in mind. Of course, in addition to these rules, each country has its own laws surrounding refunds, and these local laws are not excluded if they apply to you.
Before you ask for a refund:
If you have purchased an item from our “Web Themes and Templates” or “Code” category and you are experiencing a technical issue, we recommend that you contact us via any channel on the website and seek assistance. Often we’ll be able to help to troubleshoot your problem.
Asking for refunds
We understand, however, that sometimes we may not be able to solve your issue or there may be circumstances in which a refund is warranted. In this case, here are the circumstances in which we would extend a refund:
- Item is “not as described”.
- Item has a security vulnerability
- Item support is promised but not provided
- Items that have not been downloaded
Item is “not as described”.
If an item doesn’t work the way it should then we’ll promptly fix the issue by updating the item. An item is “not as described” if it is materially different from the item description or preview. If the issue can’t be fixed or it turns out that the item is “not as described” then you would be entitled to a refund.
Please note: There’s a fine line here. Like any software products, bugs are inevitable as frameworks keep changing. We are constantly making updates as fast as we can and we’ll be honest about it. Please bare with us
Item has a security vulnerability
If an item contains a security vulnerability and can’t easily be fixed you would be entitled to a refund. If the item can be fixed, then we’ll do so promptly by updating the item. If the item contains a security vulnerability that is not patched in an appropriate timeframe then you can comfortably ask for a refund for the item.
Item support is promised but not provided
We offer paid ongoing support, and so you are entitled to this as long as you are an active All Access Pass subscriber or paying customer. If you are not provided that support in accordance with our item support policy, you are entitled to a refund.
Please note: Our support is limited to only the products we sell. We are not responsible for external libraries, WordPress plugins or any other 3rd party items that our products depend on. We offer Free support for the first month only. After that, support is paid.
Items that have not been downloaded
If you have not downloaded a purchased item within 3 months from the date of purchase, you may be eligible for a refund. We’ll need to verify your claim that you have not downloaded an item internally. Although we think 3 months is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.
Resolving disputes – asking for help
Any refund issued is entirely discretionary and we reserve the right to decide your eligibility for a refund in accordance with the law. We will make a decision based on all available information and you agree that our decision is final.
Neither us or customers are obliged to give refunds in any of the situations listed below.
- You don’t want it after you’ve downloaded it
- The item did not meet your expectations or you feel the item is of low quality
- You simply change your mind
- You bought an item by mistake
- You do not have sufficient expertise to use the item
- You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
- You can no longer access the item because it has been removed (sometimes we delete old templates and replace with new ones). We, therefore, advise you to download items as soon as you have purchased them to avoid this situation.