Refund policy

This policy covers money you pay to StoreSello: plan subscriptions and paid themes. It is part of our Terms of service.

It does not cover purchases from a store that runs on StoreSello. If you bought something from one of those stores, the store is the seller — contact them, and their own refund policy applies.

The 14-day free trial costs nothing and needs no payment card, so there is nothing to refund. You are only charged when you choose a plan.

• Plans are paid in advance, monthly or yearly.
• You can cancel at any time. Cancelling stops the next renewal; your store keeps its plan until the end of the period you have already paid for.
• Fees for a period that has started are not refunded, in full or in part — including when you cancel partway through, move to a lower plan, or stop using the store.
• Moving to a higher plan takes effect when you pay for it.

Every theme in the theme store has a live demo you can open and try before you buy. Because a theme licence is delivered and usable the moment it is bought, payments for themes are not refunded once the licence is issued — except in the cases below.

Free themes cost nothing, so there is nothing to refund.

Whatever the rules above say, we refund the payment in full when:

• you were charged twice for the same plan period or the same theme for the same store;
• you were charged an amount different from the price shown when you paid;
• you were charged for a new period after you had cancelled;
• you paid, but the plan or theme was never activated on your store because of a fault on our side that we could not fix;
• a paid theme does not work as its demo and description show, and we cannot fix it within 7 working days of your report.

Please ask within 30 days of the charge.

Write to support@storesello.com or use the contact form, with:

• your store name and the phone number or email on the account;
• the date and amount of the payment, and the transaction ID from your receipt or payment provider;
• what went wrong.

We reply within 7 working days and tell you whether the refund is approved.

An approved refund goes back to the method you paid with — card, mobile wallet or bank account — through the same payment provider. We send it within 7 working days of approving it; your bank or wallet provider usually takes a further 7 to 10 working days to show it. We cannot refund to a different account or in cash.

If you think a charge is wrong, please contact us before disputing it with your bank — it is usually the faster route. While a chargeback is open we may pause the plan or theme it relates to, and we restore it once the dispute is settled in your favour.

We may update this policy. The version that applies to a payment is the one published on the day you made it.