Refund Policy

Why there is no automatic refund

A physical product can be returned. A file cannot. Once a download has been issued, the file itself cannot be recalled and the work it would save the buyer has already been done. That does not mean a refund can never be given — it means one has to be asked for and can be declined.

When a refund can be granted

A refund may be granted where:

• The file is corrupt, incomplete, or does not match the product page in a way that makes it unusable, and support cannot resolve it.
• The same product was purchased twice by mistake and the duplicate order has not been downloaded.
• The product was bought in good faith but turns out to be incompatible with your site in a way its own requirements did not describe.
• The purchase was made fraudulently on your card and you have reported it to your bank.
• The order was charged at the wrong price through an error on the store, and the circumstances do not support keeping the difference.
• The purchase was not delivered because the store was unable to supply the file.

When a refund cannot be granted

• The file has been downloaded and used, and the request is simply a change of mind.
• The file was downloaded, and the problem is a missing feature that the product page never claimed to have.
• You asked for support, guidance or help installing, and the file works.
• The product was working and a later update changed the behaviour.
• The refund request is raised long after the download, with no technical detail about what went wrong.
• The request follows a licence or usage breach under the terms or the acceptable use policy.
• The request is for a product that was free, or that was provided as part of a promotion.
• Payment was made with a method that cannot be refunded through the store, and the card provider has already charged it back.

Duplicate purchases

Buy the same product twice in error and tell support before the second copy is downloaded. Refund of the duplicate order is normally straightforward, along with removing it from your account so the download area only shows one copy.

Defective or corrupt files

Report it with the order number, the product name, the exact error, and your WordPress and PHP versions. A screenshot of the error is usually faster to diagnose than a description of it. A corrupt archive, a file that will not extract, or an install that stops partway through all qualify.

Mistaken purchases

If you bought the wrong product and have not downloaded it, contact support promptly. Once a file has been downloaded, a change-of-mind refund is not available.

Membership and subscription cancellations

Cancelling a recurring membership stops the next renewal. It does not by itself produce a refund of the period already paid for. If a renewal was taken in error, say so within 14 days of the charge and it will be looked at on that basis.

Where a membership gave access to files that were not bought individually and access is withdrawn mid-period, the unexpired part of the membership may be refunded. That decision is made case by case. See the membership terms.

How to request a refund

1. Send the request through the contact page.
2. Include the order number and the email address on the order.
3. State what went wrong in one or two sentences, with technical detail where it is relevant.
4. Do not delete or reinstall anything yet — support often needs to see the failure in place.

How a refund is processed

• Refunds are returned to the original payment method. There is no store credit alternative unless the card provider will not accept a refund to that method.
• The store does not process the refund itself — it is passed to the payment provider. Most providers show the credit within 5 to 10 business days, though the delay is theirs and not the store's.
• Any foreign currency conversion is handled by your bank, and the amount that lands in your account may differ slightly from the original charge.
• Where a refund is declined, you are told why and what would need to change for it to be reconsidered.

Chargebacks

Raising a chargeback with your bank instead of contacting support will usually take longer and may leave the order on your record until the provider finishes its investigation. Contacting support first is faster in both directions.