Hi, we’re CanvaKart and welcome to the CanvaKart Market Refund Rules. Because we are a platform, these rules outline what you can expect from the authors of the items you buy. They apply to all authors and customers.
The products that authors sell on the platform are digital goods and cannot be “returned”, so your entitlement to a refund is designed with this in mind. Of course, 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.
Before you ask for a refund from an author
If you have purchased an item from our “Web Themes and Templates” or “Code” category on CanvaKart Market and you are experiencing a technical issue with the item we recommend that you contact the author of that item and seek assistance. Often they’ll be able to help to troubleshoot your problem.
Asking for refunds from authors via the CanvaKart platform
We understand, however, that sometimes the author may not be able to solve your issue or there may be circumstances in which a refund is warranted. In this case, here are the circumstances in which we would expect an author to provide you with a refund:
Item is “not as described” or the item doesn’t work the way it should.
If an item doesn’t work the way it should then the author is required to promptly fix the issue by updating the item. An item is “not as described” if it is materially different from the item description or preview. If the issue can’t be fixed or it turns out that the item is “not as described” then you would be entitled to a refund from the author.
Item has a security weakness
If an item contains a security weakness and can’t easily be fixed you would be entitled to a refund from the author. If the item can be fixed, then the author should do so quickly by updating the item. If the item contains a security weakness that is not patched in an appropriate timeframe then we would expect the author to provide a refund for the item.
Items that have not been downloaded
If you have not downloaded a purchased item within 90 days from the date of purchase, you may be eligible for a refund. You will be required to provide the author of that item your purchase code in order for the author to verify your claim that you have not downloaded an item. Although we think 90 days is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.
Resolving disputes – asking CanvaKart to help
If you and an author can’t come to an agreement about a refund, you can raise a dispute and have CanvaKart investigate the matter. We may ask you to provide supporting documentation or evidence. Any refund issued by CanvaKart is entirely discretionary. We will make a decision based on all available information and you agree that our decision is final.
Neither CanvaKart nor authors are obliged to give policy refunds in any of the situations listed below.
Version 1.0 – Effective date: April 2021.
