You can create refund request here http://themeforest.net/refund_requests/new
In according Envato rules you can create a refund request within the all life of the product, and even after the support period expired, but only if you have a reason stated here . We also want our customers happy and we can replace your product on the other .
Here are the situations in which we expect you to give a refund on your item and related services if requested by the buyer. For more information see this Help Centre article.
- Item is “not as described”
- Item doesn’t work the way it should
- Item has a security vulnerability
- Item support is promised but not provided
- Item support extension not used
- Items that have not been downloaded
- When a refund does not need to be given
- Resolving disputes
Item is “not as described”
An item is “not as described” if it is materially different from the item description or preview so be sure to “tell it like it is” when it comes to the features and functionality of your items. If it turns out the item is “not as described” you are obligated to refund buyers of that item.
Item doesn’t work the way it should
If an item doesn’t work the way it should and can’t easily be fixed you are obligated to refund buyers of the item. This includes situations where your item has a problem that would have stopped a buyer from buying it if they’d known about the problem in the first place. If the item can be fixed, then you should do so promptly by updating your item otherwise you are obligated to refund buyers of that item.
Item has a security vulnerability
If an item contains a security vulnerability and can’t easily be fixed you are obligated to refund buyers of the item. If the item can be fixed, then you should do so promptly by updating your item. If your item contains a security vulnerability that is not patched in an appropriate timeframe then you are obligated to refund buyers of that item.
Item support is promised but not provided
If you promise your buyers item support and you do not provide that support in accordance with the item support policy you are obligated to refund buyers who have purchased support.
Item support extension not used
If a buyer purchases an item support extension and requests a refund of that extension before their existing item support expires you are obligated to refund buyers who have purchased that item support extension.
Items that have not been downloaded
Where a buyer requests a refund for an item that they have not downloaded within 3 months from the date of purchase, you are obligated to provide a refund. You can verify the purchase date and a buyer’s claim that they have not downloaded an item from the Refund Request page where you manage the refund request. Although we think 3 months is a reasonable time, depending where some buyers 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.
When a refund does not need to be given
If your item is materially similar to the description and preview and works the way it should, there is generally no obligation to provide a refund in situations like the following:
- they don’t want it after they’ve downloaded it;
- the item did not meet the their expectations;
- they simply change their mind;
- they bought an item by mistake;
- they do not have sufficient expertise to use the item;
- they ask for goodwill;
- they can no longer access the item because it has been removed (we advise buyers to download items as soon as they buy them to avoid this situation).