The Promise

Everything works.
Everything does what it says.

C5's CMS is a powerful tool and we’re excited that you’re involved with your website. We’re ecstatic that some of the add-ons and themes in the online store are helping you reach your online goals. An lot of work goes into making sure the online store is filled with good products, so if something does go wrong, it's important to make it right.

That being said, we are selling items that havew no physical presence and can't physically be returned, so we do need rules about refunds from the online store. Though we do not create the add-ons ourselves, we can promise you won't get ripped off. We just can't afford to give you a money back guarantee on everything you see for any random reason.

You can request a refund if you are unable to get the add-on to work, or if the add-on does not perform as claimed on its online store page.

We ask that you test every purchased add-on and report any problems immediately. Refunds will not be issued for add-ons after 30 days from purchase.

Acceptable Reasons for a Refund

It doesn't work at all.
If you are unable to get the add-on to work, we want to fix that. Add-ons are developed by 3rd parties, so it's important to give the developer a chance to help, so open a support ticket and we'll contact the developer on your behalf.

It doesn't work as claimed.
If you feel the add-on doesn’t perform as claimed, please open a support ticket explain what your expectations were and what led you to believe they would be met from the add-on’s pages. Every developer is responsible for their own add-on's description, so we need your help making sure things are being accurately communicated. We will not tolerate false or misleading claims, up-sells, or any skanky marketing tricks. 

Unacceptable Reasons for a Refund

I just decided I didn't need it.
Guess what? You still paid for it.

I bought a few add-ons to compare.
And now you own them all. 

I never asked for help.
How can we help you if you haven't opened a support ticket?

The Process

• Login with the account you purchased the product with and navigate to your account page. You should see a support ticket link in the side nav.
• Start a ticket and work with CQ and the developer to try to resolve the issue.
• If the issue can not be resolved, ask the developer to approve a refund.
• The add-on/theme developer can issue a refund which will give you a site credit.
• You can use that site credit to buy something else, or make a withdrawal request to simply get your cash back.

It is very important to us that people have a safe and valuable shopping experience in our online store and our refund policy is designed to ensure that is the case, while also being fair to our 3rd party developers.

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