Envato Market Refund Rules
Information for Authors
Hi, we're Envato and welcome to the Envato Market Refund Rules. Because we are a platform, these rules outline what we expect from you as an Author on Envato Market. They apply to all authors and customers.
The products that you sell on our platform are digital goods and cannot be "returned", so a customer’s entitlement to a refund is designed with this in mind. Of course, in addition to these rules, each country has its own laws surrounding refunds and we recommend you familiarize yourself with any other applicable laws where you are located and where a customer is located.
We advise customers to contact you before asking for a refund.
As the creator and owner of your items, you are responsible to people who buy them. If a customer has purchased an item from the "Web Themes and Templates" or "Code" category on Envato Market, and is experiencing a technical issue with the item we recommend they contact you first to seek assistance. We do this as many authors support their items and often you’ll be able to help troubleshoot their problem.
When we expect you to provide a refund
We understand, however, that sometimes you may not be able to solve their issue or there may be circumstances in which a refund is warranted. In this case, here are the circumstances in which we would expect you to provide a refund:
- Item is "not as described" or the item doesn’t work the way it should.
- Item has a security vulnerability
- Item support is promised but not provided
- Item support extension not used
- Items that have not been downloaded
Item is "not as described" or the item doesn’t work the way it should.
If an item doesn’t work the way it should then you are required to promptly fix the issue by updating the item. 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 required to provide a refund to the customer.
Item has a security vulnerability
If an item contains a security vulnerability and can't easily be fixed you are obligated to refund customers of the item. If the item can be fixed, then you should do so promptly by updating your item. If your item contains a security vulnerability that is not patched in an appropriate timeframe then we would expect you to refund customers of that item.
Item support is promised but not provided
If you advertise your item as including item support, the customer has a current support entitlement, and you do not provide that support in accordance with the item support policy you are required to refund those customers.
Item support extension not used
If a customer purchases an item support extension and requests a refund of that extension before their existing item support expires we would expect you to refund customers who have purchased that item support extension.
Items that have not been downloaded
Where a customer requests a refund for an item that they have not downloaded within 3 months from the date of purchase, we would expect you to provide a refund. You can verify the purchase date and a customer's claim that they have not downloaded an item from the Refund Request page where you manage the refund request. Although we think 3 months is a reasonable time, depending where some customers are located, they might have a longer period to claim a refund if they have purchased for personal use and haven't downloaded the item.
Asking Envato to help - resolving disputes
If you and a customer can't come to an agreement about a refund, the customer can raise a dispute and have Envato investigate the matter. We will make a decision based on all available information and if we decide to issue a refund we will process the refund on your behalf (the cost of which may be shared with you) Any refund issued by Envato is entirely discretionary and you agree that our decision is final.
What if I choose to give a refund?
Even though you must still follow these rules as a baseline standard, if a customer requests a refund, you as the creator and owner of the item can decide to grant a refund independent of these rules.
Reasons that do not entitle customers to policy refunds
- They don't want it after they’ve downloaded it
- The item did not meet their expectations or they feel the item is of low quality
- They simply change their mind
- They bought the item by mistake
- They do not have sufficient expertise to use the item
- They claim that they are entitled to a refund but do not provide a sufficient description of the reason they are entitled to a refund
- They can no longer access the item because it has been removed (we advise customers to download items as soon as they have purchased them to avoid this situation).
However, please remember that you may be subject to other refund obligations under applicable laws, and these laws may require you to issue a refund for a variety of reasons including those listed above.
Additional obligations to EU customers
In addition to any of the rules above, if any of your customers are located in the EU they may have additional rights over and above these baseline standards. We encourage you to seek any further information required directly from the website of the European Union Commission and consult with a professional advisor if necessary. As a guide, for those additional EU rights to apply, the customer must be located in the EU and purchased your item for personal use only and not in connection with business, trade or commerce. If the customer meets this profile, then we strongly recommend a mistaken purchase refund be provided for a period of up to 12 months from the date the customer receives your item, even if they have downloaded it.
Version 1.1 - Effective date: May 2019.