We understand, however, that sometimes we are not 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 expect to provide you with a refund:
- Item is “not as described” or the item doesn’t work the way it should;
- Item has a security vulnerability;
- Item support is promised but not provided;
- Item support extension not used;
- Items that have not been downloaded.
Item is “not as described” or the item doesn’t work the way it should.
If an item doesn’t work the way it should then the author is required to 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 from the author.
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 from the author. 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 we would expect the author to provide a refund for the item.
Item support is promised but not provided
If an author advertises their item as including item support, you have a current support entitlement, and you are not provided that support in accordance with the item support policy the author should provide you with a refund.
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 we would expect the author to provide you with 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 a 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.
Refunds can be asked on Envato platform.