Return Policy
Return Policy
Theme Vault's Guidelines for Digital Product Returns
Important Notice About Digital Products
Due to the nature of digital goods being instantly accessible and potentially replicable, we generally do not offer refunds or returns after a product has been downloaded. Please read this policy carefully before making a purchase.
Our Refund Policy
Theme Vault specializes in premium digital products including templates, themes, and other downloadable goods. Because these products cannot be "returned" in the traditional sense, our refund policy differs from physical goods:
Refund Eligibility
We may issue refunds in the following exceptional circumstances:
- The product is materially defective or doesn't function as described
- You received a different product than what you ordered
- The product doesn't match the description on our website
- Duplicate purchase made in error
Refund requests must be submitted within 14 days of purchase and before the product has been downloaded (unless the product is defective). All refund requests are reviewed on a case-by-case basis.
Non-Refundable Situations
We typically cannot offer refunds for:
- Change of mind or accidental purchases
- Incompatibility with your system or other software
- Failure to read product descriptions or system requirements before purchasing
- Inability to install or implement the product (we provide support to help with this)
- Products that have been downloaded or license keys that have been activated
- Requests made after 14 days from purchase
Before purchasing, we strongly recommend:
- Reviewing product descriptions carefully
- Checking system requirements
- Viewing product demos or previews
- Contacting our sales team with any pre-purchase questions
How to Request a Refund
If you believe your situation qualifies for a refund under our policy, please follow these steps:
Contact Our Support Team
Email support@themevault.online with:
- Your order number
- The product name
- Detailed reason for your refund request
- Any supporting evidence (screenshots, etc.)
Await Our Response
We'll review your request and respond within 3 business days. We may ask for additional information to help process your request.
Resolution
If approved, your refund will be processed to your original payment method within 5-10 business days. For denied requests, we'll explain our decision and offer alternative solutions when possible.
Alternatives to Refunds
In cases where we can't offer a refund, we may be able to provide alternative solutions:
Product Exchange
If you're unhappy with your purchase but it doesn't qualify for a refund, we may offer an exchange for another product of equal value.
Technical Support
Many issues can be resolved with our technical support team. We're happy to help with installation, configuration, or troubleshooting.
Store Credit
In some cases, we may offer store credit for future purchases instead of a cash refund.
Licensing After Refund
If a refund is granted:
- You must immediately cease using the product and delete all copies
- Any license keys will be deactivated
- You may not distribute, share, or continue using the product in any way
Continued use of a product after receiving a refund may result in legal action for copyright infringement.
Dispute Resolution
If you disagree with our refund decision, you may:
Request Further Review
Ask for your case to be reviewed by a senior team member by emailing disputes@themevault.online with your original case number.
Provide Additional Evidence
Submit any additional information that might affect our decision, such as more detailed documentation of the issue.
We're committed to fair resolutions and will work with you to find an appropriate solution when possible.
Contact Information
For refund requests or questions about this policy:
Theme Vault Refund Department
Email: refunds@themevault.online
Phone: (850) 972-1310
Mail: 747 Vance St, Wheat Ridge, CO 80033
Please include your order number in all communications
