Last updated: 16 August 2026
The short version
You have 14 days from the date of your purchase to request a refund. Approved refunds are returned to your original payment method.
How to request a refund
Email [email protected] with your order number, or the email address you purchased with, and tell us what went wrong.
If it is something we can fix in a few minutes, we would rather fix it than take your money and leave you with a broken site. We will not stall you into missing the window, and asking for help does not pause the 14 days.
Approved refunds are returned through PayPal to the payment method you used, normally within 5 business days. Your bank may take a few days longer to display it.
When we approve a refund
Within 14 days of purchase, we approve refunds where:
- The plugin does not work as described on its product page.
- A feature stated in the product description is missing or does not function.
- You hit a bug or a conflict that we are unable to resolve for you.
- You bought the wrong product or the wrong tier, and have not exceeded that tier’s site limit.
We do not require you to justify yourself at length. A clear description of the problem is enough.
When we do not approve a refund
- More than 14 days have passed since the purchase.
- Your license key has been shared, published, or distributed, or the product has been posted to a nulled software site or forum. In these cases the license is terminated as set out in our Terms and Conditions, and no refund is issued.
- The license key has been activated on more sites than your tier permits.
- The request concerns customization or custom development work that was never part of the product.
- The issue is caused by a third-party plugin, theme, or hosting configuration and cannot be reproduced in a clean WordPress environment.
Requests outside these rules are still read by a human. If your situation is reasonable and simply does not fit a category above, say so and we will look at it.
Renewals
Licenses do not renew automatically, and nothing is ever charged to you without you completing a new purchase yourself. We email you before a license expires, and renewing is entirely your decision.
If you renew and then change your mind, the same 14 day window applies to the renewal payment.
Exchanges
Within 14 days of purchase you may exchange a product for a different product of equal value. If the new product costs more, you pay the difference. If it costs less, we refund the difference. Email [email protected] and we will arrange it.
What happens to your license after a refund
A refunded license key is deactivated. The premium features lock on the sites where the product was installed, and updates and support stop.
Your settings and data are not deleted. They stay in your WordPress installation, so if you purchase again later, activating a new key restores everything as it was.
Your statutory rights
If you live in the EU, the UK, or another jurisdiction with a statutory right of withdrawal from digital purchases, that right applies to you in addition to this policy. In some of those jurisdictions the right can end early once you begin downloading or using a digital product.
We do not rely on that exception. Our own 14 day window applies regardless of whether you downloaded and installed the plugin, and nothing in this policy limits any mandatory consumer right you have under the law of your country.
Before you open a dispute
Please email us first at [email protected]. A PayPal dispute or a bank chargeback takes weeks, involves people who have never seen the product, and usually ends where a refund request would have ended in a day, except with more paperwork for everyone. If we have made a mistake, we would rather just fix it.
Contact
Refund and billing questions: [email protected], or via https://www.onlinestorekit.com/contact-us/