Refund Policy
Last updated: 2026-05-06
We want every customer to be happy with their purchase. This page explains when refunds are granted, when they are not, and how to request one.
1. Digital products are non-returnable
Our products are digital downloads, source code, templates, and licensed services. Once a download has been delivered or a license key issued, the product cannot be “returned” in any meaningful sense. For that reason, all sales are final unless one of the eligible cases below applies.
2. When we will issue a refund
We will refund your purchase if:
The item is materially not as described on the product page, and we cannot resolve the difference within a reasonable time after you raise a support ticket.
The item has a critical defect that prevents normal use, and we are unable to fix it within a reasonable time after you report it through a support ticket with reproduction steps.
You were charged twice for the same order, or charged for an order that was never delivered.
You were charged after a successful cancellation, or for a subscription period after you cancelled.
A third-party payment error was made on our side and you have evidence of the charge with no corresponding order.
In each of the above, you must contact support@creativecape.com within 14 days of the purchase date with your order number and a description of the issue.
3. When we cannot issue a refund
A refund will not be issued in any of the following situations:
You don't want the item after you've downloaded it.
The item did not meet your expectations or you feel the item is of low quality.
You simply changed your mind.
You bought an item by mistake.
You do not have sufficient expertise to use the item.
You bought the item for a use case the product page does not promise (for example, the item supports framework X and you wanted framework Y).
You only need part of the item, or you decided to build it yourself instead.
The item is incompatible with third-party software, hardware, or hosting environments not stated on the product page (for example, an outdated PHP version, an unsupported browser, or a deprecated SDK).
You purchased the wrong item or the wrong license tier — please contact support and we will help you swap to the correct one where possible.
You requested a refund after the eligibility window stated in Section 2 has expired.
You used a chargeback or dispute through your bank or card issuer without first contacting our support. In that case the dispute supersedes this policy and your account may be suspended pending resolution.
You violated our Terms of Use (for example, redistributing the item or sharing license keys).
The license key has been activated, downloaded, or used in a published project, and the issue is not a defect covered in Section 2.
The product was delivered free of charge, as a bonus, or as part of a promotional bundle.
The “Extended Support” add-on has been used (you have already opened a ticket within the renewed support window).
A third-party service the item depends on (an API, a cloud provider, a payment gateway) has changed its behavior or pricing after your purchase.
4. How to request a refund
Email support@creativecape.com from the address on your order, or open a support ticket from your account dashboard.
Include your order number, the item name, and a clear description of the problem with screenshots, video, or a minimal reproduction.
Allow us up to 5 business days to investigate and respond. We may ask follow-up questions or attempt a fix before approving a refund.
Approved refunds are issued to the original payment method. Depending on your bank or card network, settlement typically takes 5–10 business days after approval.
5. Effect of a refund
When a refund is issued:
Your access to the refunded item is revoked.
Any license key tied to the refunded order is deactivated.
Any active support window granted by the refunded order is ended.
You agree not to keep, use, or distribute copies of the refunded item.
6. Chargebacks
If you initiate a chargeback before contacting us, we may suspend your account until the chargeback is resolved. We reserve the right to provide your purchase records, IP address, and download logs to the payment processor as evidence.
7. Special cases
Custom development engagements (fixed-price or time-and-material work) are governed by the statement of work for that engagement, not by this policy.
Subscriptions can be cancelled at any time and will not renew. Refunds for a partially used subscription period are at our discretion and only granted in the cases listed in Section 2.
Promo codes and credits are not refundable for cash and expire as stated at issue.
8. Contact
If you believe you qualify for a refund or want to discuss a specific case before requesting one, write to support@creativecape.com with your order number and we will look into it.