Refund policy

All WordPress themes, HTML templates, and services provided by Draft Plate are abstract and non-tangible digital products. Please kindly note that once the order is accomplished and the product is sent, or the service is provided, Draft Plate does not issue any kind of refund.  However, we want every customer to be delighted with the purchase. That is why we are happy to offer a money-back guarantee in particular cases. We do honor the following requests as an exception: 

Products:

• The product doesn’t correspond to the description. If a client has noticed any divergence, such issues must be reported not later than 14 days from the purchase date. Since most of the complaints are based on the customer’s false expectations, the customer must provide clear evidence that the product description doesn’t match the purchased product. 
• Defective product. Even though every template and theme is thoroughly reviewed and tested by professionals, we understand that certain unexpected errors may occur. In such cases, a customer should report Draft Plate directly. We will review and rectify the malfunction within 72 hours from the complaint letter. If we fail to correct a problem or do not notify a client about any changes, a full refund will be issued in the form of a wire transfer or a product replacement. 

During problem identification, we may request temporary access to your server. Failure to provide such access may result in delays in the issue resolution. Refusal to provide such access may lead to declining a refund request.

• Non-delivered product. Due to unexpected problems with the customer’s e-mail provider, some e-mails may not be received. In this case, we recommend contacting us in order to fix this issue. A customer should submit a letter about the non-delivery of the product within 14 days from the purchase date. Otherwise, the product will be considered as delivered, and no refund can be made.

Services:

• Service doesn’t correspond to the description. The request regarding not-as-described service must be submitted not later than 14 days from the completion date. A customer must provide clear evidence that the description doesn’t match the service delivered.
• Delay in service delivery. If a specialist cannot provide service within specified timeframes due to external factors, another specialist will be assigned to the client’s project. In case they fail to meet the deadlines, a full refund will be effectuated. 

*Please note that the project is considered to be started from the moment when a client submits all the necessary information regarding timeframes, project specifications, etc. Failure to provide such information may lead to declining a refund request.

• Service not delivered. In case if a client cancels a request prior to the project start, a full refund will be effectuated. 

Please be kindly informed that we bear no responsibility and therefore do not effectuate any refund, exchange, or return requests regarding the incompatibility of the product with any third-party software (as such add-ons, plug-ins, search engines, extensions, etc.) unless it is specified as compatible in the product description. Thus, we do not guarantee that our products are 100% compatible with all third-party software, and neither do we provide assistance for third-party software.

Conditions for a declined refund

Please kindly note that we will not be able to accept a refund request in the following situations:

• NO refund will be given after 14 days from the product purchase or service completion unless it is mentioned in the exceptions above.
• If the product is already paid and downloaded, but a client has changed their mind.
• If a client has bought a product (and downloaded it) or service by mistake.
• If the Refund Policy was abused.
• A client does not have sufficient expertise to use the product.
• If a client refuses to help or assist us with any problem-solving.

We abide by the laws of Portugal