Information for Customers
Hi, we’re StudioNemesis and these rules outline what you can expect from authors of the items you buy in order to give you a great platform experience.
As the creator/ owner/ or Retailer of the items on the studionemesis Market, each author is responsible to you for items you purchase. These rules are based on consumer laws that we think are the best “baseline” to apply to transactions that happen on StudioNemesis Market so you as the buyer have a consistent experience and know what to expect from all authors. Please be aware that in addition to these rules, each country has its own laws surrounding refunds, and these local laws are not excluded if they apply to you.
Here are the situations in which we expect authors to give a refund on an item and related services you have purchased. 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
An item is “not as described” if it is materially different from the item description or preview so you should expect the author to “tell it like it is” when it comes to the features and functionality of items. If it turns out the item is “not as described” you will be entitled to a refund.
If an item doesn’t work the way it should and can’t easily be fixed you are entitled to a refund of the item. This includes situations where the item has a problem that would have stopped you from buying it if you’d known about the problem in the first place. If the item can be fixed, then the author is required to do so promptly by updating the item otherwise you are entitled to a refund of that item.
If an item contains a security vulnerability and can’t easily be fixed you are entitled to a refund of the item. If the item can be fixed, then the author should do so promptly by updating the item. If the item contains a security vulnerability that is not patched in an appropriate timeframe then you are entitled to a refund of that item.
If an author advertises their item as including item support and you are not provided that support in accordance with the item support policy you will be entitled to a refund of your purchased support.
If the 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:
- you don’t want it after you’ve downloaded it;
- the item did not meet your expectations;
- you simply change your mind;
- you bought an item by mistake;
- you do not have sufficient expertise to use the item;
- you ask for goodwill; or
- you can no longer access the item because it has been removed (we advise you to download items as soon as you have purchased them to avoid this situation).
If you and an author can’t come to an agreement about a refund, you can raise a dispute and have Envato investigate the matter. We will make a decision based on all available information and you agree that our decision is final.