Since ThemeStash is offering non-tangible irrevocable goods we do not issue refunds once the order is accomplished and the product is sent and downloaded. As a customer you are responsible for understanding and installing this upon purchasing any item at our site. Please note that our bonuses are offered on behalf of our respected partners and are not an issue for a refund or chargeback. Also, any customer should check the product requirements before purchase as we do not offer refunds for cases when the theme requirements are not met by the servers.
However, we realize that exceptional circumstance can take place with regard to the character of the product we supply.
Therefore, we do honor requests for the refund on the following reasons:
- non-delivery of the product: due to some mailing issues of your e-mail provider or your own mail server you might not receive a delivery e-mail from us. In this case we recommend contacting us for assistance. Claims for non-delivery must be submitted to our Billing department in writing within 7 days from the order placing date. Otherwise the product will be considered received and downloaded;
- download and unzipping major issues: it may happen so that you are having problems while downloading the product or its unzipping. Claims regarding such issues must be submitted to our Technical Support department. If you do not properly contact us during this period, you agree that we may construe silence as a successful download of the product with no further right of redress or refund for a “download issue” reason. Failure to receive assistance for downloading or unzipping within 3 days may result in a refund decline;
- major defects: although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Team’s approval. We keep the right to rectify the error or defect within 120 hours (holidays are excluded). If any deficiency is approved and we fail to correct it within 120 hours from the date of the initial complaint letter or any other notification provided by a Customer, the refund will be issued to the customer in full without any compensations or reimbursements. Please be advised that temporary access to your server can be requested by our technicians 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.
- product not-as-described: such issues should be reported to our Technical Support Department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product 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. Products options that are not shown on the demo will not be taken into consideration.
There is a 15 days time limit to request the refund from the purchase date. If more that 15 days have passed since that, unfortunately your request is not eligible for refunds.
Please note that we do not bear any responsibility and therefore we do not satisfy any refund/return/exchange requests based on incompatibility of our products with some third-party software (plug-ins, add-ons, modules, search engines, scripts, extensions etc) other than those which are specified as compatible in a description available on the preview page of each product. We don’t guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications. Also, we do not refund because you no longer need the product, if you decided that you want to use/change another one or you can’t use and/or do not want to check with the support team for setting up the product, not checking the tutorials and the support desk.
We do not offer refunds on customization and installation services that have been started and paid for.
Our Technical Support Team is always available to assist you on help desk and provide high quality support for our items, plus to help you with any issues that should arrive with our products.