RECUWEB digital products are subject to the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, which reads that if they have been downloaded, digital products not supplied on a tangible medium are excluded from the right of withdrawal.
1. Time limit for refund requests and grounding reasons
If you have problems getting extensions or themes to work, in the first place, you must allow us to try and help fix any issue you are experiencing. If the issue can’t be fixed and doesn’t depend on an incompatibility problem with a third party’s product, we will be happy to provide a full refund within 30 days since the initial purchase. After 30 days, refunds will no longer be granted.
Refund requests are to be sent via ticket to our Support help desk or by clicking the button you find at the bottom of this page. In order to receive a quick answer, please follow the related guidelines specified in point 2.b.You should accompany your request with detailed and grounded reasons why you decided to apply for a refund. Please make sure your request does not contradict our Refund Policy.
2. Processing Refund requests
Once we get your request, please give it 24-48 hours for our Support Team to get back to you on your support tickets (see the details of our support policy). We suggest not to further update your ticket until one of our developers replies, as every update will decrease the priority acquired by the ticket itself. Refunds are available once per person or entity and will not apply if your account is in violation of our terms of service.
2.a. Claims, Chargebacks and Disputes
In case you decide to file a claim with your credit card company or Stripe, you will not be granted a refund under any circumstances and you will also be banned from using RECUWEB products and service in the future. Filing these claims is a time-consuming, expensive and unnecessary process for all parties involved, it’s what people aiming to defraud us would do, and we will personally fight all of these claims.
We keep track of all member activity, and we regularly submit it to our payment gateway and/or credit card companies, this means we are often able to win these claims, which would damage your credit rating with your credit card provider and our gateway provider. We believe that our policies are reasonable as we offer a clear and sensible path to refunds and we are committed to helping you out to the best of our ability.
2.b. User’s responsibility
Before a refund is granted, you must allow us to try and help solve any problem you have with our products. A correct ticket refund should contain:
- The name of the product you are asking a refund for
- Your order number
- The reason why you are asking for a refund
2.c. Illegitimate refund requests
Refunds will not be granted if you simply decide not to use the purchased products or if the product was purchased for evaluation purposes. If you only wish to try it out for evaluation, please use the provided Free Version.
Why a refund may not be granted?
If the item is practically similar to the description and preview provided and it works the way it is supposed to, then we have no obligation to provide refunds in scenarios like the following:
- You realize you don’t want the product you have purchased, after you have downloaded it;
- The item you purchased did not meet your expectations;
- You simply changed your mind;
- You bought one of our products by mistake;
- You do not have the required level of competence to use the product you purchased;
- You ask for goodwill; or
- You can no longer access your product because it has been removed (in order to avoid this kind of situation, we recommend you download your items as soon as you have purchased them).
Add-ons, product upgrades and license renewals will not be granted refunds under any circumstance.
2.d. Incompatibility with third-party products or software
Please note that we do not bear any responsibility and therefore we do not satisfy any refund requests based on incompatibility of our products with any third-party software (themes, plug-ins, add-ons, modules, search engines, scripts, extensions etc.) other than those which are specified as compatible in the description available on each product page.
We do not guarantee that our products will be fully compatible with any third-party programs and services and we do not provide support for third-party applications. Our Technical Support Team is always eager to assist you and deliver highly professional support in a timely manner.
3. Payment of refunds
In case your request is accepted, your refund will be processed and the credit will automatically be applied to your credit card or original method of payment, generally within 7-10 working days since your request has been approved.
4. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially issued. Next contact your bank. Processing the refund may take some time. If you’ve done all of this and you still have not received your refund yet, please contact us. Thank you for purchasing our products.