Our themes are carefully crafted with care and they are launched only after the series of successful testing. This makes us confident about the workability and quality of our themes. However, if you encounter any issue with our products, we are here to solve all the issues that you get for any reason.
In the case, the theme failed to work as claimed and we got unable to fix the issue, Sparkle Theme will offer a full refund within 14 days of purchase. The full or partial refund will be decided depending upon the type of problem faced by the user. Refunds are made only if the item didn’t work properly or is lacking the features as advertised on the product page.
Each product has its own documentation, features, demo, etc, so, we ask you to go through these resources to assess the product feasibility, terms and condition, updates, and licensing scopes.
Please contact our support team for any questions about our products. You can go through our Pre-Sales question section and find more information to make a confident purchase.
Things to know before you ask for a refund
If you are experiencing any technical issues with the purchased theme, we recommend you to visit our support center for technical assistance. The support team will help you troubleshoot the problem. Our support team will get to you within 24 hours and work on your issue.
Before submitting the refund request, make sure you go through the following steps:
- Carefully read the theme documentation
- Open a support ticket if you have any problem with the product
- Make sure that the server used meets all the specifications laid out in the requirement for the product
Conditions for a refund for theme subscription renewal
If you are looking to ask for a refund for theme renewal, you should be in the first 30 days of the renewal. If you meet this criterion, please get in touch with our support team and our team will happily issue a refund. If the refund is for theme renewal and you are within the first 30 days of the renewal, then please get in touch with our support team and our support team will issue a refund.
Conditions for a refund for a new purchase
The refund for any new purchase should be processed within 14 days of the purchase order.
In the following situations, we give a refund on our products:
▶ Item is “not as described”
If our product or theme is “not as described” and is something different than the item described you will receive a refund.
▶ Item has a security vulnerability
If the product contains a security vulnerability and cannot be quickly fixed you will receive a refund. If the item can be fixed by a quick update, we will update the item immediately and fix the issue. However, for a complicated security vulnerability, we will issue a full refund.
▶ The support team is unable to resolve your issue
If you face any issue with the product, you must address the issue by opening a support ticket to our support team. If the support team fails to resolve the issue, then a refund will be made.
▶ Conditions for a declined refund
Most of the time we are able to solve your problem and fix the errors you face. The refund will not be made unless you have opened a support ticket with our support team and mentioned your issue. We only refund if we fail to offer a reasonable solution for the issue.
We will not refund your purchase in the following situations:
- No refund for the items after 14 days from the first purchase.
- Failed to provide sufficient information for the refund.
- You changed your mind or found a better option.
- The item did not meet your expectations – If the item works as described but this is not quite what you expected, we cannot provide a refund. Going through and asking the pre-sale questions will help you avoid this problem.
- You bought an item by mistake – we cannot take responsibility for such cases and return your money, just like you cannot return the product.
- You do not have sufficient expertise to use the item – our themes are successfully used by thousands of customers, many of them are complete beginners. We will gladly assist you to help you get around though. Learning something new is always fun.
- Issues caused by third-party plugins, themes, or other software – we don’t guarantee the compatibility with third-party plugins. If you are not sure whether the plugin is compatible with our theme or not, please contact our support team.
- You do not contact the support team for help – our support team has helped thousands of beginners to build their site. If you address the issues that you are facing, our team will provide you with a solution. We typically reply to all emails within 24 hours on business days.
- You are unable to show proof or screenshot of broken part or missing – you cannot claim for a refund without providing any proof of malfunctioning of the theme. The refund is not applicable if you refuse to get help.
- Poor Web Server Configuration and issues related to Demo Import – If you found your web server doesn’t meet the requirement of WordPress or denied to update the PHP, MySQL version. Issues related to Demo Import will not provide grounds for a refund because Demo Import depends on the hosting service.
If you are using a shared hosting plan, then there is a high chance that demo import might not work on your server because your server might have some limitations. For the demo import to work properly, the PHP configuration on your server should be:
max_execution_time 360 memory_limit 256M post_max_size 32M upload_max_filesize 32M
Note that there is a difference between a broken item and simply receiving an error message or having trouble configuring the Product to your desired result.
Error messages are often related to improper setup, hosting, configuration, plugin conflicts, or missing files which, causes the item to not work.
We don’t refund the theme club purchase. If you are still not sure whether the product is right for you, we ask you to contact us before making a purchase. We will guide you with the right information to help you make an informed decision.
Due to the nature of digital goods, we recognize that this policy can be abused, and reserve the right to refuse refunds if we determine the refund policy is being taken advantage of.
By purchasing a theme(s) from our website, you agree to this refund policy and relinquish any rights to subject it to any questions, judgment, or legal actions.