Refund policy
Last updated: October 21, 2026
Our 7-day technical-resolution promise
Scale Theme is a digitally delivered product. In addition to mandatory legal rights, we offer a conditional voluntary refund when a material defect in the supplied theme prevents a purchased, advertised core feature from working in a supported Shopify setup and we cannot resolve it within a reasonable opportunity to investigate.
How to request help
Email support@scaletheme.com within 7 calendar days of purchase, with your order reference, affected store domain and clear reproduction details. Do not send passwords or license secrets in public messages. A request submitted within that period remains eligible for assessment while troubleshooting continues; it does not expire simply because our investigation takes longer.
Where reasonably necessary, provide a reproducible example or appropriate access to an unpublished test theme. We will explain the result and, if the qualifying defect cannot reasonably be resolved, arrange a refund of the affected purchase through the original payment route, subject to the checkout provider's process.
What the voluntary promise does not cover
It does not ordinarily cover a change of mind, lack of sales, aesthetic preferences, services not included in the order, unsupported custom-code modifications, third-party service failures, or an issue resolved by a supported configuration or supplied fix. These exclusions apply only to our additional voluntary promise and never override rights concerning faulty, misdescribed or otherwise non-conforming digital content.
Digital delivery and withdrawal rights
Download and activation access may be available shortly after payment. Rules for cancellation of digital content differ by country. Where a withdrawal right can be lost only after specific prior consent, acknowledgment and confirmation, those requirements must be met; accepting general terms alone does not replace them. If the legally required conditions have not been met, or another mandatory refund remedy applies, this policy does not remove that right. Statutory rights can last longer than the voluntary 7-day period.
Duplicate charges, non-delivery and payment providers
Contact us about an accidental duplicate charge, an unauthorized payment or missing delivery so we can investigate promptly. The merchant of record or payment provider identified at checkout may apply its own buyer protections and issue refunds or decide disputes under its terms and applicable law. We do not restrict legitimate chargebacks or promise their outcome.
After an approved refund
A refund of a theme license cancels the corresponding entitlement. Stop using and distributing those licensed copies; this does not transfer ownership of your store content or erase your statutory rights. Bank processing times vary. Contact support if an approved refund has not arrived within the provider's stated processing period. Our operator details are in the Legal Notice.