Refund policy

You can download a digital item, keep it, and use it. Nothing can be returned. So a refund here asks a different question from a physical shop: did the item do what its page promised?

If it did not, and you tell us inside the window below, you may be entitled to a refund. If it did, the sale stands even if you have since decided you do not need it.

Refunds are assessed against this policy and granted at our discretion. Meeting one of the grounds below makes a request eligible for review; it does not by itself guarantee a refund.

Refund requests must be raised within 14 days of purchase. After that a refund is generally not available.

The window is deliberately short because these are digital items you download and keep. It is long enough to install the item, put it into a project, and find out whether it does what the page said, which is what the window is for.

It is also matched to when we pay sellers. A seller's earnings are held for longer than this window, so a refund inside it is settled against money we still hold rather than chased after it has gone. That is what lets us decide a request on its merits instead of on whether the money can still be recovered.

A duplicate or unauthorised charge is different, and is not subject to this window. Report it whenever you find it.

Inside the window, a request is eligible for review where:

• It does not work as described. A feature the item page advertised is missing or broken
• It cannot be made to work. There is a genuine fault and the seller cannot or will not fix it in a reasonable time
• It was misrepresented. The description, screenshots or demo do not match what you received
• It is substantially not what the demo showed
• You were charged twice for the same item, or charged for something you did not buy
• The seller has not responded to a genuine fault inside your support window

Raise it as soon as you hit the problem. A fault reported within days of buying reads very differently from the same fault reported on day 29, after the item has been in use.

• Changing your mind, or no longer needing the item
• Buying the wrong item by mistake, or the wrong licence tier
• Buying without reading the description, requirements or supported versions
• The item not running on a setup it never claimed to support
• Not having the skill to use it, where items are developer tools and say so
• Wanting a feature the item never claimed to have
• Disliking the code style, structure or design
• A problem that appeared only after you substantially modified the item
• Requests raised more than 14 days after purchase, outside the exceptional cases named in the window above
• Items you have already been refunded for once
• Free items, where nothing was paid

Some cases sit between the two lists, usually where a description was thin enough that a reasonable person could have read it your way.

We look at what the item page actually said, what the demo showed, and what happened when you raised it with the seller. Where a listing was genuinely misleading, that is on the seller, and it is something we fix at the listing level as well as for you.

1. Raise it with the seller

Open a support request from the item in My licences. Describe the fault precisely: what you expected, what happened, how to reproduce it, your versions, and the exact error text. Give them a few working days. See the item support policy.

This is not a hoop to jump through. Most problems are solved here, and you wanted a working item more than you wanted your money back.

2. Open a ticket with us

If there is no reply, or the fix does not fix it, open a request with:

• Your order number
• The item
• What is wrong, in specific terms
• What you already tried with the seller, and what they said

We read the exchange with the seller and look at the item ourselves. Sometimes it is immediately clear the item is faulty. Sometimes we ask the seller for their account, which is fair to them and often produces a fix instead of a refund.

We tell you the outcome and the reason either way.

Be straight with us, including about the parts that do not help your case. What we can do little with is a report that turns out to have omitted that the item was heavily modified first.

The decision is ours. Where a seller has offered a working fix, we will normally treat that as resolving the matter rather than refunding.

Where we approve one:

• It is limited to the amount you paid for that item. Nothing more is payable in any circumstance
• We may issue it to your original payment method, or as credit to your Domzivo wallet, at our discretion
• Taxes and third party charges are refunded only where we are able to recover them ourselves
• One refund per licence. An item you have been refunded for cannot be refunded again

We do not compensate for time spent, work done on top of an item, hosting costs, losses to your own business, or anything else beyond the purchase price. The terms of use set out the limits of our liability in full.

We aim to decide within a few working days. It takes longer when we need the seller's side, which is normal rather than a sign anything is wrong.

Once approved, timing depends on how you paid:

• Domzivo wallet: immediate, and spendable here straight away
• Card: typically five to ten working days, set by your bank rather than by us
• Bank transfer: usually a few working days

A card refund travels back through the chain that took the payment, and on some statements it appears as a reversal of the original charge rather than a new credit. Check the date of the original purchase, not just the last few days.

If it has not arrived two weeks after we told you it was approved, come back on the same ticket and we will give you the reference to take to your bank.

A refund ends the licence. You must stop using the item and remove it from your projects, and the download is withdrawn from your account.

Keeping the files and continuing to use them after a refund is a breach of the licence terms.

We always tell you which reason applied. The common ones are that the item works and the problem sat in the environment around it, that the request is a change of mind, that the seller offered a fix and got no reply, or that the item had already been substantially modified.

If you think we got it wrong, reply on the same ticket with the specific thing our reasoning did not account for. New evidence, such as a reproduction on a clean install, is what changes an outcome. We do reverse decisions.

We may suspend an account with an open chargeback, and may withdraw access to items bought on it, until the claim is resolved.

If you genuinely did not make the purchase, say so directly rather than filing a chargeback. Fraud is handled differently and quickly, and we would rather hear it from you first.

Where a refund is approved, the amount comes out of your balance, including your share. We will normally ask for your account of the problem first.

The 21 day clearing period is deliberately longer than the 14 day refund window, so a refund can be settled against your balance rather than chased after payment. Where a balance cannot cover it, we may offset against future earnings. See the seller terms and the payout policy.

A high refund rate on an item is a signal we act on, usually by asking you to fix the listing or the item.

We may update this policy. The date at the top of this page shows when it last changed, and material changes will be announced on the blog. A purchase is assessed under the policy in force when it was made.

For questions about this policy, or to report something that breaches it: