What Happens After I Have Requested a Refund?
Review
Once you’ve submitted a refund request, the author will review it and may contact you for more information or attempt to resolve your issue.
Approve
If your request is approved, you’ll be notified by the Author. The refund decision is entirely controlled by the original author, the Themehub and is it their sole discretion on the verdict of the request. If approved, the refund will then be sent for for processing. Keep in mind that once your refund is processed, your rights to use, download, and rate the item are revoked.
If you’ve purchased multiple licenses for the same item, the rating will only be removed when the last remaining license is refunded.
Decline
If the author declines your request, we’ll let you know that the case is closed. If you disagree with the decision, you can escalate the matter by raising a dispute with us.
Hint: If your refund request reaches the Themehub Help Team, a Help Officer will contact you to assist.
How Long Will It Take for My Refund Request to Be Processed?
If your refund request is sent to an author for approval, you should receive a response within five days. If this doesn’t happen, you can “raise a dispute,” which prompts the Help Team to investigate.
Once approved by the author, the refund request is typically processed it within three to five business days.
How Do I Track the Status of My Refund Request?
When your request is sent to the author, you will receive a confirmation email with a tracking link.
Keep this link as you may need it to raise a dispute. The tracking link provides access to the refund request, allowing you to:
- Monitor the progress of your refund request.
- Privately communicate with the author (visible only to you, the author, and Themehub).
- Raise a dispute.
What If I Need Help?
If you want to raise a dispute for Themehub to investigate your refund request, follow these steps:
- Click the tracking link provided in your refund request confirmation email.
- On the refund page, click the ‘Raise a Dispute’ hyperlink.
- Provide a detailed description of the issue and attach supporting screenshots (.png or .jpeg, max 10MB).
- Click ‘Raise Dispute’ to submit your request.
- Themehub will review your dispute within five business days.
You may want to raise a dispute if:
- Your request is valid under the Refund Rules, but the author declined it.
- You haven’t received a response from the author within five days.
Once submitted, Themehub will:
- Investigate the dispute.
- Reopen a closed refund, if necessary.
- Request additional information from you and/or the author.
- Review all relevant details.
- If the dispute involves item support, contact the author to request support (refer to the Item Support guidelines).
Note: If we contact you for more information and don’t receive a response within five days, we’ll resolve the dispute based on available information.
What Role Does Themehub Play?
We recommend contacting the author as soon as you encounter an issue.
For items purchased on Themehub marketplaces, typical inquiries include:
- Issues with payments or completing purchases.
Authors may handle issues like:
- Broken, malfunctioning, or misrepresented items.
- Problems with item support.
Ratings and Fair Use Guidelines
Our refund policies are designed to help you get the most out of your purchase. We encourage the community to act fairly and follow our guidelines.
Here are links to our policies:
- Item Support Policy
- Themehub Market Terms
- Ratings Policy
- Themehub Market Refund Rules
Can I Withdraw My Refund Request?
Yes! Visit your refund request using the link provided in your email and leave a comment informing the author you wish to withdraw. The author will then decline your request.