Our Refund Policy is consistent with the Envato Market Refund Rules
. These rules outline what you can expect from author of the items you buy. They provide a transparent approach to refunds giving you a great platform experience and a “fair go”.
As the creator and owner of the items on Envato Market, each author is responsible to you for items you purchase. These rules are based on consumer laws that we think are the best “baseline” to apply to transactions that happen on Envato Market so you as the buyer have a consistent experience and know what to expect from all authors.
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 us “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 we are 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 we 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.
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 us of that item your purchase code in order for us 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 their 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).
If we can’t come to an agreement about a refund, you can raise a dispute and have Envato investigate the matter. They will make a decision based on all available information and you agree that our decision is final.