Refund Policy
Last Updated: December 13, 2025
1. General Policy: Digital Products Are Non-Refundable
Due to the intangible nature of digital products and the immediate access granted upon purchase, all sales on DotArtisan are final. We do not offer refunds or exchanges for purchased items once the digital files have been downloaded or the license key has been delivered, except under the limited circumstances outlined below. This policy protects our authors (sellers) from potential abuse and ensures they are compensated for their work.
2. Limited Refund Eligibility
Refund requests will only be considered within 7 days of the original purchase date and strictly for the following reasons:
- Technical Incompatibility: The product is demonstrably broken, defective, or does not function as described in its documentation and listing, and the author has failed to provide adequate support to resolve the issue after you have contacted them.
- Material Misrepresentation: The product differs significantly from its advertised description and core features as presented on its sales page.
- Duplicate Purchase: You accidentally purchased the same product twice. Proof of duplicate transaction IDs is required.
- Failure to Deliver: You have not received the purchased item (download link or license key) due to a verifiable system error on our platform, despite the transaction being completed.
3. Non-Refundable Situations
You are not eligible for a refund under any of the following circumstances:
- You changed your mind, found a better product, or no longer need the item.
- You did not read the product description, documentation, or compatibility requirements before purchasing.
- You lack the technical expertise to install, configure, or use the product.
- The product works correctly, but you are unsatisfied with its design or a specific feature.
- You claim the product is defective but refuse to cooperate with the author's support process to diagnose or fix the issue.
- You purchased the wrong product, license type, or version.
- You are banned from our platform for violating our Terms of Service.
4. The Refund Process: Support Ticket First
Important: All refund requests must originate from a support ticket with the product's author. DotArtisan will not process a refund without evidence that you have first attempted to resolve the issue directly with the author.
- Contact the Author: Before requesting a refund from DotArtisan, you must open a support ticket with the author from your "Downloads" or "Purchases" section on our site. Clearly describe the issue and provide any relevant screenshots, error logs, or details. Allow the author a reasonable opportunity (typically 3-5 business days) to respond and offer a solution, update, or fix.
- Escalate to DotArtisan: If the author is unresponsive after 5 business days or cannot resolve a valid issue that falls under our eligibility criteria (Section 2), you may then escalate the request to DotArtisan. Visit our contact page and select "Refund Request."
- Provide Required Information: In your escalation request, you must include:
- Your DotArtisan username and order number/transaction ID.
- The name of the product and author.
- A detailed explanation of the issue.
- The support ticket ID proving you contacted the author.
- Screenshots or evidence demonstrating the problem.
5. Refund Review and Decision
- DotArtisan will review each escalated request on a case-by-case basis.
- Our decision is final.
- If a refund is granted, it will be processed to the original payment method used within 7-14 business days. The time it takes for the funds to appear in your account depends on your bank or payment provider.
- Upon refund, your license for the product will be revoked, and you must delete all copies of the downloaded files from your systems.
6. Author Responsibility and Liability
- Authors are expected to provide clear, accurate product descriptions and functional products.
- Authors are required to offer a reasonable level of support for their items, as outlined in our Author Terms & Conditions.
- If an author is found to be consistently selling defective products or violating our terms, DotArtisan reserves the right to remove their items and suspend their account.
7. Contact for Refund Inquiries
For questions about this policy or to submit an eligible refund request, please use our official channels:
