Before you ask for a refund
A refund may be given in below cases:
1. Item is "not as described" or the item doesn’t work the way it should.
Such issues should be reported to our Technical Support Department within 07 days from the date of the purchase. Clear evidence must be provided proving that the purchased item is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.
If an item doesn’t work the way it should then we are required to promptly fix the issue by updating the item. Although all the items are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Department. We keep the right to rectify the error or defect within 72 hours (exclude Saturday and Sunday). Please note that our technicians can request temporary access to your store in order to identify and fix the possible issues with our Products. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your sever will result in your inability to qualify for a refund.
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.
2. Item Support Extension Not Use
If you purchase an item support extension and request a refund of that extension before your existing item support expires, we will provide you with a refund of that item support extension.
A refund will NOT be given in below cases:
- You don’t want it after you’ve downloaded it
- The item did not meet your expectations or you feel the item is of low quality
- You simply change your mind
- You bought an item by mistake
- You do not have sufficient expertise to use the item
- You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
- 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)
- Refund is not applicable on BigCommerce add-ons which are installed into your store successfully or Customization Service (such as custom development works, design service, installation service, consulting works and any order services we provide)
- Refund is equal the order total minus the discount (if any)
