Refund policy

Our guidelines and criteria for digital product returns and refund requests.

Before you read further

Most issues — installation problems, compatibility questions, configuration mistakes — can be resolved quickly by our support team. Please contact support first before submitting a refund request. We are here to help.

These refund rules apply to all digital content sold through Promokit, including PrestaShop themes, modules, and related digital downloads. Because our products are digital content delivered instantly after purchase, they cannot be physically returned. Refund eligibility is therefore limited to the situations described below.

1. Before Requesting a Refund

We strongly encourage you to contact our support team before submitting a refund request. Submit your request through our official helpdesk and please include:

  • Your order information
  • A detailed description of the issue
  • Screenshots or error logs where available

Open a support ticket →

2. Eligible Refund Cases

We may provide a full or partial refund within 14 days of purchase in the following cases:

Technical issues that cannot be resolved
If the product does not function substantially as described on a supported and unmodified PrestaShop installation, and our support team is unable to resolve the issue within 5 business daysof receiving full credentials and cooperation from you.
Product not as described
If there is a clear and verifiable difference between the advertised product features and the delivered product.
Duplicate purchase
If the same product was accidentally purchased more than once under the same account or by the same customer within the same order session.
Non-delivery
If you were charged successfully but did not receive access to the purchased files and our support team cannot resolve the delivery issue.

Note: "purchased the wrong product" is not covered under eligible cases. Please review the product demo and feature list carefully before purchasing.

3. Non-Refundable Situations

Refunds will not be issued in the following situations:

  • You changed your mind after purchase
  • You no longer need the product
  • You lack the technical knowledge required to use PrestaShop products
  • Your hosting environment or server configuration does not meet the stated product requirements
  • The issue is caused by third-party modules, custom code modifications, external developers, or unsupported software
  • The product works as described but does not meet your personal expectations or business goals
  • You have already downloaded, installed, customised, or actively used the product — unless a statutory right applies (see Section 5)
  • The request relates to minor visual differences, styling preferences, or feature requests not explicitly advertised

4. Compatibility & Support Scope

Our products are developed for the PrestaShop versions explicitly listed on each product page. We do not guarantee compatibility with:

  • Third-party themes or modules
  • Custom code modifications to core PrestaShop files
  • Heavily modified PrestaShop installations
  • Unsupported or end-of-life PrestaShop versions
  • Server environments that do not meet PrestaShop's stated requirements

Please check the technical requirements before purchasing.View requirements →

5. 14-Day Right of Withdrawal (EU Consumers)

14-Day Money Back Guarantee

We want you to be fully satisfied with your purchase. If you are purchasing as a consumer located in the European Union (or globally), you have the right to withdraw from your purchase within 14 days without giving any reason.

To exercise this right, you simply need to inform us of your decision to withdraw from the purchase before the 14-day period has expired.

You can submit your withdrawal request quickly and easily using our dedicated refund form:

Request a Refund →

We will process your reimbursement within 14 days of receiving your request, using the same means of payment as you used for the initial transaction.

6. Payment Disputes & Chargebacks

If you experience any issue with your order, please contact us before initiating a payment dispute or chargeback through Stripe or your bank. We will make every effort to resolve the issue promptly.

Please be aware that opening a chargeback while a support resolution is already in progress may pause that resolution process, as the dispute is then handled through the payment provider's own procedures. Contacting us first is always the fastest path to resolution.

7. Refund Processing

Once a refund is approved, we will process it within 14 days using the original payment method used during purchase. The time for funds to appear in your account may vary depending on your bank or card issuer, typically 3–10 business days.

8. Alternative Dispute Resolution

If you are an EU consumer and are not satisfied with the outcome of a refund request, you have the right to use alternative dispute resolution (ADR) before taking legal action. The European Commission provides an online dispute resolution platform:

EU Online Dispute Resolution Platform
ec.europa.eu/consumers/odr

We are not currently enrolled in a specific ADR scheme, but we are committed to resolving disputes fairly and will cooperate with any ADR process initiated.