Before you ask for a refund
If you experience any technical issues with an item purchased from us, we encourage you to contact our support team for assistance. Our team will work with you to troubleshoot the problem and provide a prompt solution.
Item is “not as described” or does not function as intended
If an item is not working properly or is materially different from its description, please report the issue to our Support within 3 days of purchase. You must provide clear evidence showing that the product is not as described on our website. Claims based only on personal expectations or preferences will not be accepted.
If the product has a functional issue, we will first attempt to resolve it by updating or fixing the item. While all items are thoroughly tested prior to release, unexpected issues may occur. Such cases must be submitted to our Support, and we reserve the right to correct errors or defects within 72 hours (excluding weekends).
Our technicians may request temporary access to your store to identify and resolve issues. Failure to provide timely access may delay resolution. Refusing access will disqualify you from receiving a refund.
If the issue cannot be fixed, or if the item is determined to be materially “not as described,” you will be eligible for a refund.
Refunds will NOT be issued in the following cases:
- You decide you no longer want the item after downloading it.
- The item does not meet your personal expectations or you feel it is of low quality.
- You simply change your mind.
- You purchased the item by mistake.
- You do not have the required skills or expertise to use the item.
- You request a refund without providing sufficient details or proof.
- You can no longer access the item because it has been removed (we strongly advise downloading items immediately after purchase).
- BigCommerce add-ons that have been successfully installed, or any custom services (including development, design, installation, consulting, or other one-off services).
- Refunds, when approved, will equal the order total minus any discounts applied.
- Theme memberships are non-refundable.