Disappointed with Envato's Lack of Support and Unresponsive Theme Autho

Envato Customers Purchases and Subscriptions
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Dear Envato Community,

I hope this message finds you well. I wanted to share my recent experience with Envato’s marketplace and express my disappointment with the lack of support I’ve encountered.

Two Weeks ago, I purchased a website theme from Envato, excited to enhance my online presence. However, shortly after the purchase, I realized that my current hosting plan does not allow for the installation of custom themes. Understanding this limitation, I promptly requested a refund, as I had not activated the theme or used its download code.

Despite my attempts to reach out to both the theme author and Envato support for assistance with the refund process, I have been met with silence. My refund request has gone unanswered, and despite raising a dispute, there has been no response from the support staff.

This lack of communication and unwillingness to provide timely support is deeply concerning. As a customer, I expect a certain level of service, especially when encountering technical issues beyond my control. The inability to use the purchased theme due to hosting restrictions should warrant a refund, especially considering that the theme’s license remains unused.

I understand that issues may arise, but the complete absence of support and communication is unacceptable. I urge Envato and its marketplace officials to prioritize customer support and address inquiries and refund requests in a timely manner.

Additionally, I would like to share my experience with the theme itself. While I have not been able to use it due to hosting limitations, the lack of support has left a negative impression. As a paying customer, I expect better responsiveness and assistance when encountering difficulties with a product purchased from Envato’s marketplace.

I hope that by sharing my experience, it will prompt Envato and its community to reassess their support processes and ensure that customers receive the assistance they deserve.

Thank you for taking the time to read my message.
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If you see the part where the theme is downloaded, after that part it’s up to the author if they want to refund the payment or not but most of the cases, no author would be refunding it as it has been already downloaded.

As you have voided your “Refund” policy, you cannot blame either the author or Envato because of the “issue” you supposed to check before purchasing or even before downloading.

“I purchased it by mistaken” is not a good excuse to ask a refund especially when the item is downloaded.

image

To the extent permitted by applicable law, neither Envato nor the authors are obliged to give policy refunds in any of the situations listed below.

  • You don’t want it after you’ve downloaded it
  • The item did not meet your expectations or you feel the item is of low quality
  • You simply change your mind
  • You bought an item by mistake
  • You do not have sufficient expertise to use the item
1 Like
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" no author would be refunding it as it has been already downloaded."
IT seems the “purchase code” does not act as a “license key” or an “activation key” and the theme does not require the purchase code to be used to activate it?

“you cannot blame either the author or Envato because of the “issue” you supposed to check before purchasing or even before downloading”
Even then, why is that hard to get a response from either the author or the support staff? Maybe the amount on refund requests are too high due to marketing space and the listing never ever mention or warn the buyers to check if their plan supports it or not?

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Envato requires the theme activated without any limitation. Therefor once the theme is downloaded, you void your refund policy already.

Author is probably away, not active or avoiding your request. Envato cannot make a decision before the author’s approval or rejection

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As a theme author i can understand your biased approach to this…
so here are the plotholes to this issue that you chose to not acknowledge…

Firstly, if simply downloading a theme is considered grounds for denying refunds, then why does Envato provide the option to raise a dispute? Additionally, why is the term “download code” even mentioned if it holds no significance?

It’s baffling that despite my efforts to seek resolution, weeks have passed without any meaningful progress.

In summary, my experience with Envato has been nothing short of disastrous, and I feel compelled to voice my concerns.

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Some reasons, lack of support, out-dated items, buyers who purchased but not downloaded/installed the items, etc.

It’s as “Envato policy” not my aspect as an author ( Check the link I submitted earlier )

Your experience with Envato is not good because of you wanted your money back due to lack of reading the details ( of your hosting ). You could just upgrade the hosting service or get another one for a better price if you really wanted to use and keep the item. From here, you’re just using excuses to get the money but maybe even to keep the item after the refund ( It happens a lot - I had similar issue a week ago, dispute the refund request, the item was still installed and active on their website )

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As a buyer, I purchased a product with the expectation of usability, only to find out it required an additional investment of five times the original cost. Unlike static image files, this product relies on a download code for functionality, which can be revoked, rendering it unusable without activation. In accordance with both my expectations and EU law, I requested a refund, as this aligns with the practices of reputable, customer-oriented companies.

If Envato does not uphold similar standards, it could lead to their downfall. No company should thrive with such a disregard for customer satisfaction. The fact that they are being acquired by another company speaks volumes about their current situation.

For you ki-themes! , i am out of words for you

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Envato is Australian based company as well as “Turkiye” is not part of EU, therefor it’s hard to talk about “EU laws and regulations”

You had some earlier and I reported it to be removed. I’m just here to provide details for you not to have the same issue in future while pointing out where you made the mistake.

Create a ticket on the support system and explain the situation that you made a mistake and you’re willing to do the last purchase ( charge-back one) again.

The support may reject your offer due to Envato policy but if you can convince them it was “lack of reading” and “your fault”, they may activate your previous account ( No guarantee )

Bear in my mind, the support is usually slow and it may take 5-7 working days to get a respond