Purchases Questions

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Can I get a Refund?

Yes, you can get a refund, but you must keep in mind that the Envato Help Team is in charge of the review and refund process.  That is, in other words, the result and time of the refund depends on the Envato Help Team. For convenience, materials for understanding and links to relevant pages will be presented below.

What you need to know about refund requests?
  • Envato refund policy was made to be transparent so your experience is as smooth as possible and gives you a "fair go" by using a baseline standard.
  • All refund requests for items are sent directly to Envato.
  • If you're looking for more information, you can read a more in-depth guide called How do refunds work?
In what case can a refund be refused?

Envato may ask you to provide supporting documentation or evidence. Any refund issued by Envato is entirely discretionary. Envato will make a decision based on all available information and you agree that our decision is final.

Neither Envato nor authors are obliged to give policy refunds in any of the situations listed below.

  • You don't want it after you've downloaded it
  • The item did not meet your expectations or you feel the item is of low quality
  • You simply change your mind
  • You bought an item by mistake
  • You do not have sufficient expertise to use the item
  • You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
  • You can no longer access the item because it has been removed or the author who previously provided the item is no longer active on our platform (we advise you to download items as soon as you have purchased them to avoid this situation).
Before requesting a refund
  • Read the item's faq, documentation, knowledge base, watch video tutorials
  • Check the item's comments page, as you may find a solution to your issue there
  • Contact Us via our Support Portal (submit a support ticket)
  • Review our Envato Market Refund Rules to check if you are eligible for a refund
How to request a refund?
Click here to request a refund

In which case there may be a problem with payment on the marketplace?

You may have problems completing payments on the videohive.net marketplace if you only recently registered your account and are trying to make a purchase with several products and the amount in the cart exceeds $100.

Why is this happening?

This is an anti-fraud policy for new accounts  on the Envato marketplace. Therefore, new accounts have a purchase limit of $100, which is enough to pay for one product.

How to solve this problem?

In order to solve this problem, you first need to buy one product for one order. Then, the next day you can pay for the remaining products that you planned to buy.