Got refund request after 17 Months but user don't download files


I got a refund request from a customer who purchased a theme on April 16, 2022, but does not download the theme. Now he is asking for a refund.

My question in this case Am I accept the refund or not? As per Envato refund policy time is 3 months but in refund policy Refund Policy for Customers | ThemeForest
“we think 3 months is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.”

So after 1 year he is eligible for a refund?

Mamunur Rashid

You’re not obligated to approve a refund after that long. You can accept it if you want (say, from a customer satisfaction perspective) but it’s not required.

Certain regions do have laws that extend the length of time for refunds. However, the burden is on Envato to know about those laws and abide by them, so you don’t need to worry about those cases.

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