Refunds

If you are experiencing a technical issue, before requesting a refund, give our support team a chance.
Open a ticket on our Support Forum and our expert staff would love the opportunity to resolve any conflicts you may be experiencing.

We give our best to make our Theme Documentation & FAQ as detailed as possible.
Some of your issues may already be resolved, with step by step or video tutorials, so please take a look.

Item is “not as described”

An item is “not as described” if it is materially different from the item description or preview so you should expect the author to “tell it like it is” when it comes to the features and functionality of items. If it turns out the item is “not as described” you will be entitled to a refund.

Item doesn’t work the way it should

If an item doesn’t work the way it should and can’t easily be fixed you are entitled to a refund of the item. This includes situations where the item has a problem that would have stopped you from buying it if you’d known about the problem in the first place. If the item can be fixed, then the author is required to do so promptly by updating the item otherwise you are entitled to a refund of that item.

Item has a security vulnerability

If an item contains a security vulnerability and can’t easily be fixed you are entitled to a refund of the item. If the item can be fixed, then the author should do so promptly by updating the item. If the item contains a security vulnerability that is not patched in an appropriate timeframe then you are entitled to a refund of that item.

Item support is promised but not provided

If an author advertisers their item as including item support and you are not provide that support in accordance with the item support policy you will be entitled to a refund of your purchased support.

Item support extension not used

If you purchase an item support extension and request a refund of that extension before your existing item support expires you are entitled to a refund of that item support extension.

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 refund. You will be required to provide the author of that item your purchase code in order for the author to verify your claim that you have not downloaded an item. 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.

Why a refund may not be given

If the item is materially similar to the description and preview and works the way it should, there is generally no obligation to provide a refund in situations like the following:

  • you don’t want it after you’ve downloaded it;
  • the item did not meet your expectations;
  • you simply change your mind;
  • you bought an item by mistake;
  • you do not have sufficient expertise to use the item;
  • you ask for goodwill; or
  • you can no longer access the item because it has been removed (we advise you to download items as soon as you have purchased them to avoid this situation).
Resolving disputes

If you and an author can’t come to an agreement about a refund, you can raise a dispute and have Envato investigate the matter. We will make a decision based on all available information and you agree that our decision is final.

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