Hello Envato Community,
I’m posting here regarding a refund request I submitted on May 14, 2025 for the theme:
“Safebyte - Technology & IT Solutions WordPress Theme”
Shortly after purchase, I discovered a responsiveness issue on Safari for iPhone, which severely affects mobile usability. I reported the problem to the author, and while they acknowledged it and said they’d ask the developer to look into it, I haven’t received any fix or further update since then.
I’m still waiting for a response from the author. I’m posting here to see if anyone else has experienced similar issues or delays with this theme, and to help move the request forward if possible.
Thanks for reading — I appreciate any feedback or guidance.
As there’s a demo website available for your eyes to check it, it’s your responsibility to make sure the item fits your needs and it’s partially your fault to purchase an item that is “broken”.
From an author’s aspect, It may take a while for the author to update the item. Authors are not entitled to provide the fixes within few days.
From a buyer’s aspect, you can just report the item to Envato if it’s serious issue. But most likely you may not get the refund.
Hello,
First off, who exactly are you? Are you a representative from Envato support or just a community member offering advice?
To clarify, I’ve been purchasing regularly from ThemeForest and CodeCanyon for a long time, and I’ve never faced issues with any product or theme until now. So, the suggestion that I’m at fault for purchasing a “broken” item is both unhelpful and misleading.
Your message almost seems to imply that I shouldn’t trust items or products on ThemeForest at all. Is that your intent? Because, as a paying customer, I expect the themes I purchase to function as advertised. When they don’t, I expect the issue to be addressed in a reasonable time frame. If that’s not the case, then maybe it’s time to reconsider how Envato and its authors are handling their products.
Thanks.
Just a forum member. There’s no staff here that able to help you, as suggested, you’d need to contact support for a solution.
Yes, there’re lots of themes out-dated ( a fresh example ), not functioning well, etc. I’m not sure if this is the case or not but before purchasing any template, you should check the comments and reviews to make sure everything works fine as well as run your own multi-browser tests if you have a “sensitive” client, otherwise, the theme policy is usually “as it is” because of the demo, you’d be in charge to get the issues fixed unless the author is not willing to provide any support - although it doesn’t mean that whatever you ask will be updated right away.
PS: Author has 5-10 working days to reply, accept or reject your request. If there’s still no answer, you will need to contact support.
https://enva.to/help
Hi @iana-systems,
With respect, the author is responsible for fixing any bugs in their item but they may need a few days to fix them. But if the author needs time to fix the bugs then they should inform you and definitely should to reply your refund request.
If the author does not respond to the refund request within 7 business days, you will be given an option to raise a dispute with Envato. This option should appear automatically as a link or button on the refund request details page after 7 days from the refund request date.
If you raise a dispute then envato team will investigate and take the necessary steps.
Thanks
@ki-themes
Thank you for clarifying that you’re just a forum member and not an Envato representative.
I appreciate your input, and this time, your response makes sense. I also value the practical advice you’ve offered, rather than just pointing out where I might be wrong.
My main concern is that the theme doesn’t function properly on mobile Safari, which is a significant issue, especially since the demo appeared to work fine. As a paying customer, I expect products to be as advertised, and when issues like this arise, I believe they should be addressed in a reasonable timeframe.
I’ve already posted multiple comments on the author’s theme comment section (as you can see in the attached image), and it’s been over 8 days with no response from the author. Despite my efforts, I haven’t received any acknowledgement or updates. It’s good to know that the author has a 5-10 business day window to respond, so I’ll give it some more time before taking further action.
Once again, thank you for your input. It’s much appreciated, and I’ll continue following up as needed.
