Digital files cannot be returned once they have been downloaded, so our rule is written around one question: can the product be made to work on your store.
When we refund
- Within fourteen days of purchase, if the product cannot be made to work on your store and we cannot fix it with reasonable support, we refund you in full. Reasonable support means you write to us, describe the problem, and give us a fair chance to look at it, which usually means a theme preview link or access to a duplicated theme.
- A duplicate purchase. If you bought the same thing twice by mistake, tell us whenever you notice and we refund the duplicate in full.
- Something we could not deliver. If we cannot supply what you paid for, you get all of it back.
When we do not refund
- After a successful install. Once the theme, section or kit is running on your store, the product has been delivered and used.
- A change of mind or a change of plan, including deciding to move to another platform.
- Buying the wrong item by accident once it has been downloaded and installed. Tell us before you install and we will sort it out.
- Because sales did not increase. Nothing we sell is sold with a promise about your results, so results are not a ground for a refund.
- A conflict with an app or a customisation we could not have known about, where the product itself works as documented. We will still try to help.
Services
Audits, builds and monthly plans are quoted in writing with a fixed scope, price and date. The deposit on a build covers work that starts immediately and is not refundable once we have started, although you keep everything produced up to that point. A monthly plan can be cancelled before the next billing date, and the month already paid for is worked in full. If we cannot audit your store for any reason, the audit fee is refunded in full. Once an audit report has been delivered, it is not refundable.
How to ask
Email hello@sortedcommerce.com with your order number and what went wrong. We answer within two working days. Refunds go back to the original payment method, and your bank decides how long it takes to appear.
Paying from outside India
If you bought through our merchant of record in United States dollars, the refund is processed by them, in the same currency, to the same card. If you bought directly from this store, the refund is in Indian rupees to the card you used, and your bank's exchange rate on the day applies. We do not control that rate and we cannot make up a difference caused by it.
We would rather refund a merchant than argue with one. If you think this policy is being applied unfairly to you, say so in your email and a founder will read it.