Refund Policy


Refund Policy

Effective Date: February 14, 2026

Last Updated: February 14, 2026

Company Information

Templatesilk LTD
Registered Office: 184 Coventry Road, Ilford, UK, IG1 4RG
Email: [email protected]
Website: tsthemes.com

1. Overview

At TSThemes (operated by Templatesilk LTD), we are committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for digital products purchased from our website.

Please read this policy carefully before making a purchase. By purchasing from TSThemes, you acknowledge and agree to this Refund Policy.

2. General Refund Policy

2.1 Digital Products – No Refunds After Download

Due to the nature of digital products, all sales are final once the product download link has been accessed or the product files have been downloaded. Once you have received the digital files, we cannot offer a refund as the product cannot be “returned.”

2.2 Pre-Download Period

If you have not yet accessed or downloaded the product files, you may request a refund within 24 hours of purchase by contacting us at [email protected]

3. Eligible Refund Circumstances

We may consider refund requests in the following exceptional circumstances:

3.1 Technical Issues

  • Download link does not work and we cannot resolve the issue within 48 hours
  • Product files are corrupt, incomplete, or cannot be extracted/opened
  • Critical functionality described in the product listing does not work

Required: You must provide screenshots or evidence of the technical issue and allow us reasonable time to attempt a fix.

3.2 Significant Product Mismatch

  • The product received is fundamentally different from what was described on the product page
  • Missing major features that were explicitly listed in the product description

Note: Minor differences in appearance or subjective dissatisfaction with design do not qualify for refunds.

3.3 Duplicate Purchase

  • You accidentally purchased the same product twice
  • Must be reported within 24 hours of the duplicate purchase
  • Proof of duplicate transaction required

3.4 Payment Errors

  • You were charged incorrectly or charged multiple times for a single purchase
  • Payment was processed but product was not delivered and cannot be delivered

4. Non-Eligible Refund Circumstances

Refunds will NOT be issued in the following situations:

  • You changed your mind after downloading the product
  • You do not like the design or aesthetic of the template
  • You lack the technical skills to implement or customize the template
  • The product does not meet your specific requirements that were not listed in the description
  • You purchased the wrong product by mistake (please check product descriptions carefully)
  • Compatibility issues with your hosting, platform, or browser (unless explicitly guaranteed in product description)
  • You found a similar product elsewhere at a lower price
  • Third-party plugins or components included in the template stop working (we don’t control third-party code)
  • You violate the license terms and your access is revoked

5. Refund Request Process

5.1 How to Request a Refund

If you believe you qualify for a refund under this policy, please follow these steps:

  1. Contact Us: Email [email protected] with subject line “Refund Request – [Order Number]”
  2. Provide Details: Include the following information:
    • Your order number (found in your purchase confirmation email)
    • Email address used for purchase
    • Name of the product purchased
    • Detailed reason for refund request
    • Supporting evidence (screenshots, error messages, etc.)
  3. Timeline: Submit your refund request within 14 days of purchase

5.2 Review Process

  • We will review your request within 2-3 business days
  • We may ask for additional information or attempt to resolve the issue first
  • You will receive a decision via email

5.3 Refund Processing Time

If your refund is approved:

  • Refunds are processed within 5-10 business days
  • Refunds are issued to your original payment method via Paddle (our payment processor)
  • Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear in your account

6. Partial Refunds

In some cases, we may offer partial refunds or alternative solutions instead of a full refund, such as:

  • Store credit for future purchases
  • Exchange for a different product of equal value
  • Partial refund if only certain aspects of the product are problematic

7. Chargebacks

Important: If you have a payment issue or dispute, please contact us FIRST at [email protected] before initiating a chargeback with your bank or credit card company.

Chargebacks:

  • May result in suspension of your account
  • Can delay resolution of legitimate issues
  • May prevent you from making future purchases

We are committed to resolving issues fairly and quickly, and most problems can be solved through direct communication.

8. 14-Day Cooling Off Period (EU/UK Consumers)

Under UK Consumer Contracts Regulations 2013, you have the right to cancel digital content purchases within 14 days. However, this right is waived when:

  • You download or access the digital content
  • You expressly consent to immediate performance and acknowledge losing your cancellation right

By completing your purchase and downloading the product, you acknowledge that you waive your 14-day cancellation right for digital content.

9. Payment Processor

All payments and refunds are processed through Paddle.com Market Limited (Paddle), our Merchant of Record.

For payment-related inquiries, you may also contact Paddle directly:

  • Website: www.paddle.com
  • Support: Available through Paddle’s support channels

10. Exceptions and Discretion

While we strive to be fair and consistent, we reserve the right to:

  • Evaluate each refund request on a case-by-case basis
  • Make exceptions to this policy in extraordinary circumstances
  • Deny refund requests that we determine to be fraudulent or abusive

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy before making a purchase.

12. Contact Us

If you have any questions about our Refund Policy or need assistance with a purchase, please contact us:

Templatesilk LTD
Email: [email protected]
Address: 184 Coventry Road, Ilford, UK, IG1 4RG
Website: tsthemes.com

Response Time: We aim to respond to all inquiries within 24-48 hours during business days (Monday-Friday).

This Refund Policy is part of our Terms and Conditions. By making a purchase from TSThemes, you agree to this Refund Policy.