This Refund Policy explains how refund requests are handled for digital products purchased through Lenzstore.
Lenzstore sells digital software products, modules, plugins, integrations, templates, and related downloadable files. Because digital products can be downloaded, copied, installed, activated, and used immediately, refund requests are reviewed according to this policy, the product type, the issue reported, usage status, license status, and applicable law.
1. Refund request window
Customers may request a refund within 14 days from the purchase date, unless a different policy is shown on the product page or required by applicable law.
2. Digital product access
Our products are digital software downloads. Once a product is downloaded, installed, activated, copied, accessed, or used, it cannot be returned like a physical product.
Refund eligibility may depend on the circumstances, product type, technical issue, download status, activation status, usage, troubleshooting cooperation, and applicable law.
3. Eligible refund reasons
Refunds may be considered for reasons such as:
- Duplicate purchase of the same product by mistake.
- Accidental purchase where the product has not been downloaded, installed, activated, or used.
- Confirmed critical product defect that prevents basic use and cannot be reasonably fixed.
- Product not materially matching the description, screenshots, demo, or documentation.
- Compatibility issue that was not clearly disclosed before purchase.
- Payment, billing, or order processing error.
- Other valid reasons reviewed case by case.
4. Troubleshooting before refund approval
For technical issues, we may ask for reasonable troubleshooting before approving a refund. This helps us confirm whether the issue is caused by the product itself, the customer environment, third-party software, hosting/server settings, custom modifications, or incorrect installation.
Depending on the issue, we may ask you to provide:
- Product name and version.
- Order number or license key.
- CRM, WordPress, WooCommerce, PHP, database, or server version where relevant.
- Screenshots, logs, error messages, or steps to reproduce the issue.
- Temporary staging/admin access if needed to investigate the issue.
- Confirmation that you are using a supported product version and compatible environment.
If you refuse reasonable troubleshooting steps, the refund request may be declined.
5. Non-refundable cases
Refunds may be declined in cases such as:
- The request is outside the refund window.
- The product was downloaded, installed, activated, copied, accessed, or used successfully and the reason is change of mind.
- The customer bought the wrong product despite available description, screenshots, demo, documentation, or compatibility information.
- The issue is caused by unsupported custom modifications.
- The issue is caused by third-party plugins, modules, themes, CRMs, APIs, payment providers, hosting, server configuration, browser extensions, caching, firewalls, or security tools.
- The customer environment does not meet the product requirements.
- The customer refuses to provide required information or access for troubleshooting.
- The request relates to custom development, customization, installation service, consulting, migration, or paid support work.
- The license was shared, leaked, resold, redistributed, abused, or used beyond the allowed activation limit.
- Fraud, chargeback abuse, unauthorized distribution, piracy, or violation of our Terms of Service is detected.
6. Renewals and subscriptions
Renewal payments, subscription payments, support renewals, and update-access renewals may be refundable only if requested within the applicable refund window and if the conditions of this policy are met.
Cancelling a subscription stops future renewals but does not automatically refund the current paid period unless required by applicable law or approved by us or the payment provider.
7. How to request a refund
If the product was purchased through Lenzstore, log in to your dashboard and submit a refund request from the relevant order or license where available.
You may also contact [email protected] with your order number, license key, product name, and refund reason.
8. Payment provider refunds
Payments may be processed by Freemius or another supported payment provider. If your payment was processed by Freemius, the final refund may be processed by Freemius as merchant of record.
Freemius or another payment provider may review, approve, reject, partially approve, or process refund requests according to its own buyer terms, refund process, payment rules, and legal obligations.
9. Effect of approved refunds
If a refund is approved, related licenses, downloads, update access, support access, and activations may be revoked, suspended, or disabled.
Refunded licenses may no longer validate through our license API. After a refund, you must stop using the refunded product and remove copies from your websites, CRM instances, servers, client projects, and local environments unless applicable law says otherwise.
10. Partial refunds
We may approve a partial refund where appropriate, including for billing errors, partial product issues, bundled purchases, negotiated resolutions, or cases where only part of the order is affected.
11. Chargebacks and payment disputes
Opening a chargeback or payment dispute instead of contacting support first may result in immediate license suspension, account review, download restriction, update restriction, and support suspension.
If a chargeback is received or confirmed, related products and licenses may be disabled or permanently revoked.
12. Marketplace purchases
Products purchased from third-party marketplaces such as CodeCanyon may be subject to the marketplace’s own refund process, license terms, support rules, and policies.
Please use the original marketplace process for marketplace purchases unless we instruct you otherwise.
13. Statutory rights
Nothing in this Refund Policy limits mandatory consumer rights that cannot legally be excluded. If applicable law gives you rights that are stronger than this policy, those rights will apply.
14. Related policies
This Refund Policy should be read together with our Terms of Service, License Policy, Regular License Terms, Support Policy, and Customization Policy.
15. Contact
For refund questions, contact us at [email protected].