Where to write when something breaks
License keys, downloads and refunds go to one address, answered within one business day.
A reply to your Polar receipt reaches the same place. Both are read by the person who can fix it.
Faster than writing to us
Four things you can settle without waiting for a reply.
A license key you no longer have
The key is recovered from the checkout id, so the page you landed on after paying still works. Open the link in your receipt and the key is there. Signed in at /account, every key on your email is listed with its download.
/purchase/success?checkout_id=<id from your receipt>
A download that will not start
Paid downloads carry the key as a query parameter and are checked on every request, which is why a refunded license stops working at once. Free themes need no key and no account.
/api/download/<slug>?key=<your license key>
A question about one theme
Ask it on that theme's own page, in the comments under the disclosures, where the answer stays next to the thing it is about. Reading the thread needs no account; writing takes a sign-in.
Ending an all-access subscription
Write to us and we cancel it. Access runs to the end of the period you have already paid for, then stops. Nothing you have downloaded is taken away.
- The email you paid with
- The theme slug, or all-access
- The checkout id or license key
- What you expected, and what happened
With those four lines the answer usually comes in the first reply.
Polar is the merchant of record. Your receipt, your invoice and the tax on it come from Polar, and refunds are issued there. We never see a card number.
Refunds
14 days, no questions asked
If a theme is not what you expected, write within 14 days of buying it and we refund in full. Downloading the zip is how you evaluate a theme, so a download is never grounds to refuse one.
The refund is issued through Polar and the license is revoked automatically the moment it lands. After 14 days we look at the order and use judgment: if we broke something, or a theme was not what its listing said, we refund whatever the date.
Read the license terms