Frequently Asked Question

What is your refund policy?
Last Updated 8 years ago

We will honour refund requests on any of our products in the following situations:
The product is "not as described"
An item is considered "not as described" if it is materially different from the product description or preview.  If any of our products are "not as described" we will provide you with a refund.  Please note that this is not subjective (based on or influenced by personal feelings, tastes, or opinions), you must have sufficient evidence to support your claim that the item is "not as described".

The product doesn't work the way it should
If a product doesn't work the way it should and can not easily be fixed we will provide you with a refund.  This includes situations where our product may have a problem that would have stopped you from purchasing it if you had known about the problem in the first place.  If the product can be fixed, then we will do so promptly by updating the product, otherwise we will provide you with a refund for the product.

The product has a security vulnerability
If a product contains a security vulnerability and can not easily be fixed we will provide you with a refund.  If the product can be fixed, then we will do so promptly by updating the product.  If the product contains a security vulnerability that is not patched in an appropriate timeframe then we will provide you with a refund.

Product support was promised but not provided
If the product you have purchased from us is still within the period of time that we have promised to provide you with item support, and we have not provided you with that support in accordance with our Item Support Policy, then we will provide you with a refund.

Product support extension not used
If you have purchased a product support extension and you have requested a refund of that extension before your existing product support expires, then we will provide you with a refund for the purchased product support extension.

Products purchased on ThemeForest have not been downloaded
If you request a refund for a product that you purchased on ThemeForest and have not downloaded within 3 months from the date of purchase, we will provide you with a refund.  We will verify your purchase date and your claim that you have not downloaded the product based on the purchase code that is provided by you.

When a refund request will not be honoured
If the product is materially similar to the description and preview and it works the way it should, then will will not provide a refund in situations such as the following:
  • you don't want it after you have downloaded it;
  • the product did not meet your expectations;
  • you simply changed your mind;
  • you bought the item by mistake;
  • you do not have sufficient expertise to use the product;
  • you ask for goodwill;
  • you can no longer access the product because it has been removed (you are always advised to download products as soon as you purchase them to avoid this situation).
If you are unsure or need clarification to any of these guidelines please do not hesitate to contact us.

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