A digital product cannot be "returned to the warehouse" — once downloaded, the copy stays with the buyer. So refunds here work differently from an ordinary shop, and it is fairer to say that plainly than to bury it in small print.
The general principle
We refund when a product does not work as described, or when you did not receive what you paid for. We do not refund because a product simply was not to your taste, or turned out to be something other than you imagined without reading the description.
Money is returned to your airy balance, from where it can be spent on something else. The order moves to a "refunded" state and access to the product ends.
By product type
- Downloads and builds. A refund is possible if the file will not download, is corrupted, or does not match its description. After a successful download and installation, the ground for a refund is precisely that mismatch — not second thoughts.
- Modules (plugins). The same, plus one specific case: the module does not work on the CMS version it claims to support. Contact the seller first — often this is a configuration question.
- Licence keys. If a key will not activate or has already been used, we refund. An activated, working key is not refundable: it has already done its job.
- Subscriptions. Cancelling stops the next charge. The period already paid for is not refunded if the service worked during it.
Pooled funding and group buying
Here refunds are built into the mechanism rather than depending on a support decision:
- The pool did not reach its threshold — everyone is refunded automatically, in full, with nothing withheld.
- The arbiter did not accept the work — the same: a full refund.
- You left the campaign — your contribution is returned. But you can only leave before the final 30% of the campaign begins: in that closing window participation is locked. The reason is arithmetic, not a wish to keep your money: the price falls with every new participant, so a rush of exits near the end would raise the price for those who already decided based on the counter. The moment withdrawals close is shown on the campaign page in advance.
- A group buy did not reach the minimum — funds are returned and the campaign closes.
While a campaign runs your money is reserved but not transferred to the developer. That is the point of escrow: what you risk is waiting time, not money.
How to request one
Write to us via support@commercentr.com with the order number and what went wrong. For technical problems, the steps you took and a screenshot cut the review time in half.
Review takes [TODO: owner decision, e.g. up to N business days]. You get an answer either way, including when it is no.
When there will be no refund
Honestly about the limits, so nobody wastes time:
- The product works as described but did not fit your task.
- Incompatibility with an environment whose requirements are stated on the product page.
- The product was modified or used in breach of its licence.
- The request comes long after purchase with no earlier attempt to raise it.
Your statutory rights
This document describes our practice. It does not cancel or narrow the rights Ukrainian consumer protection law gives you. Refunds for digital content supplied with immediate access are regulated separately — if your case is disputable, guidance is available from the State Service for Food Safety and Consumer Protection.
Purchase conditions in general are described in the Terms of use.