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maxwheaton says

About a week ago I purchased what I thought would be an excellent WordPress theme for my needs. You had no issues collecting my payment. It was accomplished in seconds.

The theme I purchased turned out to be a nightmare. Ironically it was created by “Dream-Theme’ who took customer service to new lows. Then I got to deal with Envato. I asked them for a refund as the product was unsatisfactory and the product support was severely lacking. Envato wanted details and screen captures. I informed them that I had neither the patience or desire to relive what can best be described as a frustrating, exercise in futility.

I’m still waiting for a response as to where my refund is.

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EireStudio says

Hi,

Support is optional I’m afraid but if the theme is faulty you have to meet them halfway and provide proof.

What exactly is wrong with the theme?

587 posts
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AlexFjord says

Exactly as Eire Studio said for Refunds Envato require explanations also they can test the theme and see if it is genuinely faulty.

Unfortunately while noone wants a frustrating experience this is necessary as otherwise people could download files then just say its broken and demand refunds when they already have the file. (not saying you are doing this just a possibility in general and justification). It is the same with all marketplaces like this

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maxwheaton says

The point is, I want a refund. My reasons are irreverent. I’m the customer and I’m dissatisfied with the product. Any other place/business/retailer wouldn’t make a long drawn out explanation a condition of refund.

I will never purchase another product from themeforest or anyone associated and I will not recommend them to my fellow photographers. When I discuss this issue on the photography forums I belong to I will give them my opinions, etc.

If any photographers read this I highly recommend a product known as [removed]. I just wish I had found them before I got involved with the product called [removed].

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PaddyTaylor says

While TF do not want their customers to have a bad experience – in fairness the way refunds work are clearly defined in the T&Cs that we all agree to, and the system is exactly the same as any other online download marketplace such as Itunes or Google Play.

It may be worth posting your issues here and see if anyone can help you especially as that theme is not only by an Elite Author but also has sold thousands of copies with good ratings.

2362 posts Bird is the word..
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jonathan01 says

Hey @maxwheaton, unfortunately pretty much every digital stock company on the internet doesn’t give refunds – their terms and conditions state because items are digital in nature (i.e.. not a physical product you can “return”) there are no refunds.

Themeforest takes that a step further – on your behalf – and states if the product is mis-represented, does not work as advertised etc and you can prove this then they willingly give you your money back. All they ask is for you to explain the issue with examples and an explanation – seems fair to me.

Imagine if you came to shoot some photos for me, I pay you, then I get my digital images from you then ask for a refund just stating the images were broke and didn’t want you to try and fix them – it wouldn’t be very fair to you at all.

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maxwheaton says

OK. I guess my only alternative is to state my opinion on all the forums I belong to. Perhaps that will give me my $45 of satisfaction.

2362 posts Bird is the word..
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jonathan01 says

No… your alternative is to simply offer Envato the proof behind your accusation and then you get your money back.

385 posts Design Innovation
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designova says

OK. I guess my only alternative is to state my opinion on all the forums I belong to. Perhaps that will give me my $45 of satisfaction.

Oooops! It is not a good way of dealing on any public web community :(

No offense. But instead we mean you just contact Envato with your evidence and proofs – If you believe your part is correct why don’t you consider spending some time on this to get your money back.

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terjia says

I recently purchased a theme from your site, but the xml file i uploaded isn’t allowing media images to display correctly on the site.

Does anyone have any suggestions?

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