Refund & Return Policy

This Refund & Return Policy explains how Materia Themes handles post-purchase issues, digital product delivery, customer support, refunds, returns, license access, and payment disputes.

Materia Themes sells digital products for Shopify, including themes, templates, code files, design assets, documentation, and license keys. Because these products are delivered digitally and can be accessed immediately after purchase, our refund and return process is different from physical goods.

By purchasing from Materia Themes, you confirm that you have read, understood, and agreed to this Refund & Return Policy.

All products sold by Materia Themes are digital products. This may include, but is not limited to:

Shopify themes, templates, sections, code files, design assets, documentation, downloadable resources, and license keys.

No physical product is shipped. Once your payment is successfully completed, the product is made available digitally through one or more delivery methods, such as download access, email delivery, customer account access, or license key issuance.

Because digital products can be copied, downloaded, accessed, installed, or used immediately after delivery, they cannot be returned in the same way as physical products.

After a successful purchase, delivery is considered completed once at least one of the following occurs:

download access is provided, a license key is issued, the product is sent by email, the product becomes available through your account, or access to documentation and related resources is granted.

Actual installation, activation, customization, or use of the product is not required for delivery to be considered completed.

If you do not receive access after completing payment, you should contact our support team so we can review the order and help restore access.

Each Materia Themes purchase includes a license key with usage rights based on the selected plan.

The current license plans are:

Starter — valid for 1 Shopify store.

Growth — valid for up to 3 Shopify stores.

Professional — valid for unlimited Shopify stores.

License keys form part of the delivered digital product. Once a license key has been issued, the product is considered delivered.

Customers are responsible for choosing the correct plan before purchase. If you need to upgrade your license, you may contact support for available upgrade options.

Before placing an order, customers are responsible for reviewing the product information carefully.

This includes checking:

product descriptions, included features, license plan limits, Shopify compatibility, documentation requirements, technical setup expectations, and any limitations explained on the product page.

Customers are also responsible for understanding that Shopify themes and templates may require configuration, setup, customization, or adjustment depending on the store, apps, installed code, theme version, and Shopify environment.

A successful checkout confirms that the customer intended to purchase the selected product and accepts the applicable license and delivery terms.

Materia Themes aims to provide reliable digital products and helpful customer support.

If you experience difficulty with a Materia Themes product, our support team is available to assist with reasonable product-related issues.

Support may include:

installation guidance, setup instructions, troubleshooting theme behavior, help understanding documentation, checking reported issues, and resolving verified bugs directly caused by Materia Themes.

Support is the primary method for resolving product issues. Customers are expected to contact support and give Materia Themes a reasonable opportunity to investigate and resolve the issue before requesting a refund or opening a payment dispute.

Support does not normally include custom development, store-specific redesigns, third-party app fixes, custom code conflicts, advanced Shopify configuration, or modifications outside the original product scope unless otherwise stated or agreed separately.

A product is considered delivered once access has been granted.

Delivery does not depend on whether the customer:

downloads the files, installs the theme, activates the license, uses the product, customizes the product, or completes store setup.

Failure to use, install, activate, or configure the product does not change the delivery status and does not automatically qualify the order for a refund.

Materia Themes products are digital and non-physical. For that reason, returns are not accepted once the product has been delivered.

There is no practical way to "return" a digital product in a way that fully removes access, reverses delivery, or restores the original pre-purchase condition.

Once a customer receives access to digital files, documentation, resources, or a license key, the product is treated as delivered and non-returnable.

Refunds are generally not provided once digital delivery has occurred, except in the limited cases described in this Policy or where required by mandatory consumer protection laws.

Refund requests will not normally be approved for reasons such as:

change of mind, accidental purchase, purchasing the wrong product or plan, lack of use, non-activation, not reading the product description, not understanding the technical requirements, insufficient technical knowledge, incompatibility caused by third-party apps, conflicts caused by custom code, changes made by the customer, Shopify platform limitations, or expectations not listed in the product description.

Materia Themes reserves the right to review refund requests on a case-by-case basis, but submitting a refund request does not guarantee approval.

Refunds may be considered, at Materia Themes' discretion, only in limited situations.

Duplicate Purchase

A refund may be considered if the same customer accidentally purchased the same product more than once.

To qualify, the duplicate purchase must be clearly connected to the same customer, product, and account details.

Billing or Processing Error

A refund may be considered if there was a verified billing or payment processing error, such as an incorrect charge caused by the payment processor or checkout system.

Verified Technical Defect

A refund may be considered if the product contains a material technical defect directly attributable to Materia Themes, the defect makes the product unusable for its intended purpose, and our support team is unable to resolve the issue within a reasonable timeframe.

A technical issue will not normally qualify for a refund if it is caused by third-party apps, custom code, customer modifications, unsupported Shopify configurations, incorrect installation, or use outside the documented product scope.

Before a refund is considered for a technical issue, the customer must allow Materia Themes a reasonable opportunity to investigate and resolve the problem.

This may require the customer to provide relevant details such as:

order number, email used at checkout, product name, Shopify store URL, screenshots, screen recordings, error messages, theme version, installed apps, and a description of the issue.

If the customer does not provide enough information for us to verify the issue, the refund request may be rejected.

If a refund is approved, Materia Themes reserves the right to revoke access to the refunded product.

This may include disabling license keys, removing account access, restricting downloads, and ending access to related updates, documentation, or support.

After a refund is issued, the customer must stop using the refunded product and remove it from any Shopify store where it has been installed.

Shopify stores often use third-party apps, custom code, modified themes, scripts, page builders, tracking tools, and external integrations.

Materia Themes is not responsible for issues caused by:

third-party apps, custom code, modified theme files, unsupported integrations, incorrect installation, Shopify platform changes, hosting or browser issues, or conflicts created by changes made outside the original Materia Themes product.

We may still try to help identify the cause of the issue, but these situations do not automatically qualify for a refund.

Materia Themes may release updates, improvements, fixes, or changes to its products over time.

Access to updates may depend on the product, license plan, and purchase terms. Product updates do not guarantee compatibility with every third-party app, custom setup, or modified Shopify store.

Customers are responsible for backing up their store and theme files before applying updates or making changes.

Customers are encouraged to contact Materia Themes support before initiating a chargeback or payment dispute.

Most issues can be reviewed and resolved faster through direct communication.

Unjustified chargebacks or disputes may result in:

revocation of license keys, removal of product access, suspension of customer accounts, cancellation of support access, and submission of delivery records, license records, download logs, order details, and communication history to the payment processor or dispute provider.

Materia Themes reserves the right to defend disputed payments where product delivery and access can be verified.

Materia Themes may refuse refunds, limit support, suspend access, or revoke licenses where there is evidence of abuse, fraud, repeated unjustified refund requests, misuse of license keys, unauthorized sharing, resale, redistribution, or violation of our licensing terms.

Digital products may not be copied, resold, redistributed, shared publicly, or used beyond the limits of the purchased license.

Nothing in this Policy limits or excludes any rights that cannot be waived under applicable consumer protection laws.

Where mandatory local law provides specific remedies for defective digital products, those rights apply to the extent required by law.

If a legal right applies in your location, Materia Themes will review the request according to the applicable legal requirements.

For questions, technical issues, or exceptional refund review requests, please contact:

Email: team@materiathemes.com

When contacting support, please include:

your order number, the email address used at checkout, the product name, a clear description of the issue, and any screenshots or error messages that may help us review your request.

We aim to review support and refund-related requests fairly and as efficiently as possible.