Refund Policy

You can request a full refund within 14 calendar days of the purchase timestamp shown on your order in /account/orders. The window is uniform — single-site, two-site, and unlimited tiers all get the same 14 days. The window applies whether or not you have downloaded the theme or activated it on a domain. This is the EU Distance Selling baseline; we run it as our universal policy so we don't have to do jurisdiction checks at checkout.

Email support@dengetheme.com with subject "Refund request" and your order number. That's it. You can include a reason if you want — it helps us improve — but you don't have to. Same-day reply on weekdays.

We do not currently offer a self-serve refund button in the dashboard because we want a real human to confirm the request and answer follow-up questions if you have them. A self-serve flow may land later.

When the refund is issued:

• The order status moves to refunded.
• The license key tied to the order moves to status = revoked.
• Active site activations are expired in our database. On the next theme heartbeat (within ~12 hours) the WordPress site will be told the license is no longer valid.
• Theme files already downloaded remain on your server — we don't and can't remove them. But they will stop receiving update packages from our update API.
• An audit-log entry is written recording who requested the refund and when.

For Stripe payments, we trigger the refund through Stripe's API the same day we approve the request. Stripe then returns the funds to your card or bank account — typical timing is 5-10 business days depending on your issuing bank.

For Cryptomus / crypto payments, refunds happen out-of-band: we'll confirm the destination wallet with you before sending. On- chain transfers settle in minutes to hours depending on the network.

Outside the window, we don't issue refunds as a matter of course. Exceptions:

• Statutory rights — if you have rights under your local consumer-protection law beyond the 14-day window, those prevail.
• Material defect we can't fix— if a bug we can't resolve in a reasonable time makes the theme unusable for you, write to us and we'll discuss.
• Duplicate purchases — if you accidentally bought the same license twice, the second purchase is refunded on request regardless of how much time has passed.

Chargebacks. Please email us first. A chargeback takes 30+ days, costs us a fee, and the result is the same: license revoked, refund issued. Email is faster for both of us.

Fraudulent purchases. If a purchase made with a stolen card is reversed, the linked license is revoked immediately. The person whose card was used does not need to do anything except contact their card issuer.

Affiliate commissions.When an order is refunded, any affiliate commission that had been credited for that order is reversed automatically. We don't claw back already-paid commissions retroactively if the refund happens after the monthly payout — instead it's netted against the next payout.