My refund request was not answered. I’m still waiting email but i didn’t get it. How long the process running?
It depends on:
Who or what email you sent the request to?
What the reason for a refund was?
When you send the initial request?
It was a mistaken purchase
When i use your theme in my website i dont get enough performance. And i want work another theme on my website. So im apologize for this and Can i get my money back? The Item support team said" You have to contact Envato because selling/purchasing of the theme is in Envato hand…".
Technically a mistaken purchase is not grounds for a refund esp. if the performance problems are not a direct bug with the item.
That said you should start with the author (who can refund the item). If they cannot/will not help then you can reach out to envato.
The process is all here https://help.market.envato.com/hc/en-us/articles/202821460-Can-I-Get-A-Refund- and what happens next etc. is here https://help.market.envato.com/hc/en-us/articles/209980383-How-do-refunds-work-