Of course, in addition to these rules, each country has its own laws surrounding refunds, and these local laws are not excluded if they apply to you.If you have not downloaded a purchased item within 3 months from the date of purchase, you may be eligible for a refund. Although we think 3 months is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven't downloaded the item.If an item doesn’t work the way it should then the author is required to promptly fix the issue by updating the item. If a customer has purchased more than 1 license for the same item, the rating will be removed only when the last remaining item has been refunded. Support Tickets; Ask Presale Question; Video Tutorials. If the issue can’t be fixed or it turns out that the item is “not as described” then you would be entitled to a refund from the author.If you purchase an item support extension and request a refund of that extension before your existing item support expires we would expect the author to provide you with a refund of that item support extension.Neither Envato nor authors are obliged to give policy refunds in any of the situations listed below.If an item contains a security vulnerability and can't easily be fixed you would be entitled to a refund from the author. What is this all about?What do I need to do?TimeframeRatings and Fair Use Guidelines Rating RemovalRefunds via DashboardEnvato’s roleDisputes We will make a decision based on all available information and if we decide to issue a refund we will process the refund on your behalf (the cost of which may be shared with you) Any refund issued by Envato is entirely discretionary and you agree that our decision is final.Version 1.1 - Effective date: May 2019.Deliver better projects faster. This policy sets out how we handle your personal information if you’re an Envato user or visitor to our Sites. Envato Authors. Please be sure to Submit a Ticket before requesting a refund or writing off the product – most issues are easily resolvable, and we’ll be happy to help you get things working! Envato Market Terms; Ratings Policy; Refund Policy; Rating Removal. In this case, here are the circumstances in which we would expect you to provide a refund:If an item contains a security vulnerability and can't easily be fixed you are obligated to refund customers of the item. Although we think 3 months is a reasonable time, depending where some customers are located, they might have a longer period to claim a refund if they have purchased for personal use and haven't downloaded the item.If an item doesn’t work the way it should then you are required to promptly fix the issue by updating the item.