TemplateMonster treats every refund request individually. However, there are general rules that we take into account when processing a refund request.
- Non-delivery of the product: due to some delivery issues a buyer might not receive a product purchased from us. A buyer’s claim for non-delivery should be submitted to our Billing department in writing within 14 days from the date that the order was placed, otherwise the product will be considered downloaded and received. In the event non-delivery of the product is confirmed a refund may be issued as a result. The refund amount will be deducted from your vendor account with no compensation provided.
- Major defects: such issues must be reported directly to a template vendor by a buyer. As a vendor you are obliged to rectify the error or defect within 72 hours. If a defect is verified and you fail to correct it within 72 hours from the date of the initial complaint letter or any other notification provided by a customer, a refund may be issued or an alternative option, like a product replacement or a store credit will be offered instead.
You have the right to ask a buyer to provide access to any records or documentation that may be required in order to resolve the buyer’s issues. However, please be advised, that sharing a buyer’s sensitive information or compromising a buyer’s server security in any possible way is strictly prohibited and may lead to the termination of your vendor activity and to potential legal prosecution.
- Product not-as-described: such issues must be reported to a template vendor within 14 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it was described on the product description page. Complaints which are based merely on the customer’s false expectations or wishes are not acceptable.
As a vendor you are obliged to provide complete, relevant and unambiguous product descriptions, including, but not limited to information on the source files (like images) supplied, CMS version compatibility, required software, licensing terms etc.
As a rule, refund requests are forwarded to a vendor first. However, in certain situations we can make a decision with respect to a refund request without contacting the vendor. These may include cases of wrong product purchase, escalations, chargebacks or refunds received via payment systems etc.
We encourage both vendors and buyers to cooperate, but if no amicable solution is achievable a buyer may escalate the request directly to TemplateMonster for further review.
If a buyer’s request cannot be satisfied for some reason and the buyer insists on a refund you have the right to escalate the request directly to TemplateMonster for further assessment.