I’m Christian, I’m one of the Help Team Leaders at Envato.
I’m really sorry to hear about the poor experience you’ve been having with your theme, and am equally disappointed to hear that the service you’ve received from us wasn’t in line with the standards you deserve as one of our loyal buyers.
The problem we have is due to the digital nature of the items we sell. You see, unlike a tangible purchase made from a retail store that can be physically returned if it’s not as expected, digital items can’t be returned once they’ve downloaded and this really limits what refund options we’re able to offer you . An exception to this is when we’re able to confirm an item is faulty, although in this case our Quality Team weren’t able to replicate the issues you bought to our attention.
I can see that you have an active Item Support entitlement, this means that the Author is obliged to ensure the item works as described. If you’ve tried contacting the Author and aren’t receiving any replies, please let Łukasz know in your open ticket and we’ll be happy to look into this further for you.
Happy to answer any other questions you might have.