Where you bought it decides how this works
We sell the same products in two places and only one of them is ours, so there are two sets of rules on this page and they are not the same. Find the one that matches your receipt.
- Bought here, on jkdevstudio.com? Fourteen days, no questions asked, and we handle it.
- Bought on ThemeForest? Envato owns that transaction. Fourteen days as well, but reviewed case by case, and the request goes to Envato rather than to us.
Nothing on this page takes away rights you have under consumer protection law. See the last section.
Direct purchases (jkdevstudio.com)
Direct purchases are processed by Creem, our merchant of record. You ask us, we approve it, Creem sends the money back.
The first 14 days
Within 14 days of buying, you get your money back. You do not have to prove anything is broken and you do not have to make a case for it. Installing the product, trying it on a site and deciding it is not what you needed are all fine reasons, and they are exactly what the window is for.
We approve these as a matter of course. The only reason a person reads your message at all is so we learn what went wrong, and once in a while so we can tell you the thing you got stuck on takes two minutes to fix. You are free to ignore that and take the refund.
Between 14 and 30 days
After the automatic window closes we will still look, up to 30 days from the purchase. These are decided one at a time rather than by rule, and there are three situations where the answer is usually yes:
- The product was unusable for a long stretch. A defect that we could not resolve, or one that took us far too long to fix, is our failure and not yours.
- You hold several of our licenses. Somebody who has bought from us repeatedly has earned the benefit of the doubt, and we would rather keep them than keep one payment.
- It is an Agency license. That is a bigger commitment made earlier in a project, and 14 days is often before the first real build has begun.
Past 30 days a refund is no longer something we offer, though your statutory rights are unaffected and a genuine defect is still our problem to fix under support.
How to ask
- Open a ticket at hub.jkdevstudio.com/support and say you would like a refund. Include the product name and your order details, which is the transaction ID or the payment receipt. If you cannot reach the portal, email hello@jkdevstudio.com instead.
- Tell us in a line or two what did not work out. It is not a test you have to pass.
- We answer within 3 business days.
- Creem returns the money to the card or account you paid with. It usually lands within 5 to 10 business days, depending on your bank.
Once a refund is issued the license for that purchase is revoked. You must remove the product from every site it is installed on and delete your copies of its files, and updates and support for it end.
When we would decline
The window is generous on purpose, and there are a few situations where it does not apply. None of them is triggered by ordinary use: downloading the product, installing it, opening a ticket and asking questions are what a customer is supposed to do, and none of it counts against you.
- A large amount of our work was taken first. Long support threads, hands-on setup, custom instructions, repeated installs across many sites. A refund covers a purchase that did not work out; it is not a way to reclaim payment for consultancy already delivered.
- The license was used outside its terms. More sites than it covers, files redistributed or reshared, a license key passed on, copyright headers stripped, license checks tampered with.
- The refund process itself is being worked. Repeated buy-and-refund cycles on one account, on related accounts, or across our products.
- A chargeback was filed first. Once a dispute is open the decision belongs to your bank and to Creem and we can no longer settle it directly. See the last section but one.
Envato purchases
If you bought on ThemeForest, Envato took the payment and Envato owns the transaction. Refund requests go through the Envato marketplace or the Envato Help Center, not to us. We cannot process or approve one ourselves, and we would not be able to send you the money even if we wanted to.
What we can do is answer whatever Envato asks us as the author. Where a request reaches us that way, here is how we look at it.
Fourteen days, and it is a review rather than a guarantee
The window is 14 days from purchase. Inside it, a request is considered on what it says. Past it, the answer is no: not reviewed, not case by case, simply outside what we are able to support.
Inside the window this is not the automatic refund the direct store gives. Every request is weighed, and the thing being weighed is whether something is actually wrong with the product.
What counts
- A specific bug you can point at, described well enough that we can reproduce it.
- A feature that does not work.
- The item doing something materially different from what its description promised.
What does not
- Changing your mind, or the product not being to your taste.
- Expectations the item never claimed to meet. If it does what the listing said, it is doing its job.
- Nothing being wrong with it. “It works, I just do not want it any more” is a fair thing to feel and not a defect.
- Having already had a lot of our time. If the fourteen days were spent in an active support thread, or filing feature requests, or being walked through a setup, then the item was working and was being used. That history is part of what we look at.
- Buying by accident, buying twice, or buying the wrong item. Envato takes the payment and the item is delivered the moment it is taken, so the purchase is yours from that second. Write to us anyway if it was a genuine mistake; we will say so to Envato, and the decision is still theirs.
- Not having read the license before buying. The license terms sit on the item page next to the price, and which license covers what is stated there. Discovering afterwards that a Regular license does not cover the project you had in mind is a reason to upgrade, not a defect in the item.
- Anything about your own setup rather than the item: a host that will not run the requirements listed on the page, a plugin conflict we can fix and you would rather not fix, a site you decided not to build after all.
Why this one is stricter, said plainly
We would rather explain this than have it look arbitrary. A marketplace sale returns a small fraction of its price to us once the marketplace has taken its share, which is a figure we publish on every pricing page rather than hide. The work does not shrink to match: the same updates get written, the same tickets get answered, the same hours go in.
So a refunded marketplace sale costs us noticeably more than it ever earned, and handing them out on request is not something a small studio can absorb. When our product genuinely failed you, we will say so and support the request. When it did not, we will say that too.
If none of this suits you, buying direct is the answer, and it is cheaper as well. The 14 days here are unconditional and you deal with us rather than with a marketplace queue.
Conduct
One thing applies to every purchase, wherever it was made. Our Support Policy asks for ordinary courtesy, and breaking it ends eligibility for a refund along with everything else.
To be clear about what that means, because we do not want it read as a threat over a frustrated message. Frustration is fine. Being blunt is fine. Telling us the product let you down is fine and is often useful. What is not fine is abuse, threats, or treating a person answering your ticket as something less than one. That is rare, it has happened a handful of times in this studio’s history, and when it does the relationship ends, refund included.
Free items
Free products are free. No payment is taken, so there is nothing to refund. That covers anything we publish in the WordPress.org directory and anything we give away here.
Support for those works differently as well, and our Support Policy explains how.
Chargebacks
If you open a chargeback or a payment dispute before contacting us, we may have to hand your transaction details and our correspondence to Creem or to the bank in order to answer it. Please write to us first. Almost everything is settled faster and with less paperwork that way, and a dispute takes the decision out of both our hands.
Your statutory rights
Nothing in this policy limits or removes rights you have under consumer protection or distance-selling law, including where applicable the EU Consumer Rights Directive and the UK Consumer Rights Act. If you believe you have a statutory right to a refund that the terms above do not cover, write to us and we will assess it on that basis.
