Cancellation & Refund Policy

1. Overview

At MageSpark (“MageSpark”, “we”, “us”, or “our”), we aim to provide high-quality Magento and eCommerce extensions, themes, and related digital services. Because our products are delivered digitally and can be accessed immediately after purchase, we follow a clear and fair Refund Policy to protect both our customers and our business.

This Cancellation & Refund Policy forms part of our Terms and Conditions. By purchasing any product or service from MageSpark, you acknowledge that you have read, understood, and agreed to this Policy.

2. Refund Window

Unless otherwise stated on the specific product page at the time of purchase, MageSpark offers a 30-day refund window from the date of your initial purchase of a digital product purchased directly from our official website magespark.com.

Refunds are considered only for the first (fresh) purchase of a product license. Renewals, upgrades, add-ons, and repeat purchases of the same product are generally non-refundable unless required by applicable law.

3. Eligibility for Refunds

Subject to the exclusions in Section 4, you may be eligible for a refund if all of the following conditions are met:

• The product was purchased directly from magespark.com (not via a third-party marketplace).
• Your request is made within 30 days of the date of the fresh purchase.
• You are experiencing a technical issue or defect that prevents the product from working as described in our documentation or product page; and
• You have opened a support ticket and provided us with reasonable time and information to troubleshoot and resolve the issue.

Where we are unable to resolve a verified bug or critical technical issue within a reasonable timeframe (typically up to 3–5 business days, excluding weekends and public holidays), we may approve a refund for the affected product at our discretion.

4. Non-Refundable Situations

To maintain fairness and prevent misuse, refunds will not be granted in any of the following situations:

• Change of mind / no longer needed: You decided not to use the product, purchased it by mistake, or no longer require it after download.
• Evaluation or testing purchases: You purchased the product solely for evaluation or testing without checking the product description, screenshots, live demo, or documentation beforehand.
• Expired refund window: Your request is made after the 30-day period from the date of the fresh purchase.
• No prior support request: You request a refund for an alleged issue but have never contacted MageSpark support or refused to cooperate with our support team’s troubleshooting steps.
• Third-party conflicts: The issue arises due to conflicts with third-party extensions, themes, custom code, server configuration, or other software not provided by MageSpark. We may, at our discretion, offer paid support to help resolve such conflicts, but this is not grounds for a refund.
• Environment issues: The product does not work due to your hosting environment, PHP version, database issues, caching systems, or other infrastructure limitations not meeting our documented requirements.
• Customizations and services: Any fees paid for installation, customization, consulting, development, or other service work are non-refundable once the work has been started, unless expressly required by law or agreed otherwise in a written service agreement.
• Repeated refunds: You have already received a refund for the same product previously. In no event will you be eligible for more than one refund for the same product license.
• Promotional timing: You purchased the product before, during, or after a promotion or price change and request a refund solely because you missed (or expect) a discount, coupon, or different price.
• License / Terms violation: Your use of the product is found to be in violation of our Terms and Conditions, licensing terms, or applicable laws.

5. Purchases via Third-Party Marketplaces

If you purchased a MageSpark product via a third-party marketplace (for example, the official Magento Marketplace or any other partner platform), the refund and cancellation policy of that marketplace will apply, and you must contact that marketplace directly to request a refund.

MageSpark cannot process or override refunds for purchases made through third-party platforms.

6. How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

1. Contact Support: Reach out to our support team via the contact form or support channel provided on our Website and provide the following details:
   • Order number and purchase date;
   • Product name and version;
   • A clear description of the issue you are facing; and
   • Any relevant screenshots, error logs, or steps to reproduce the issue.
2. Allow Troubleshooting: Cooperate with our support team so we can attempt to diagnose and fix the issue. This may include temporary access to a staging environment or admin panel, where appropriate and subject to your consent.
3. Refund Decision: If we confirm that the issue is caused by our product and cannot reasonably be resolved, or if we otherwise decide that a refund is appropriate under this Policy, we will approve your refund request.

Once a refund is approved, we will process it using the same payment method you used for your original purchase (for example, credit/debit card or PayPal), unless this is not technically possible. The refund will typically appear in your account within 7–10 business days, depending on your bank or payment provider.

7. Obligations After a Refund

Upon receiving a refund for a product:

• You must immediately cease using the product and any related code, files, or licenses.
• You agree to remove all copies of the product from your websites, servers, and backup storage.
• You must not redistribute, resell, rent, lease, or otherwise transfer the product to any third party.

MageSpark reserves the right to monitor compliance with these obligations and may take appropriate legal or technical measures, including license deactivation, where a violation is suspected.

8. Cancellation of Orders and Subscriptions

Because our products are delivered digitally and can be downloaded immediately after payment, order cancellations are generally not possible once the download link has been made available or the product has been accessed.

For any subscription-based services (if offered by MageSpark), you may cancel future renewals at any time by following the instructions in your account or by contacting our support team. Cancelling a subscription will stop future billing, but does not automatically qualify you for a refund for any prior charges unless otherwise required by law or explicitly stated in the relevant service agreement.

9. Chargebacks and Disputes

We strongly encourage you to contact MageSpark first to resolve any billing or product issues before initiating a chargeback with your bank or payment provider. Most issues can be resolved quickly through our support team.

Initiating a chargeback without first giving us an opportunity to resolve the matter may be considered a breach of this Policy and our Terms and Conditions. We reserve the right to suspend or terminate your licenses and access to our products in such cases.

10. Changes to This Policy

MageSpark may update or modify this Cancellation & Refund Policy from time to time to reflect changes in our products, services, or legal requirements. When we do so, we will update the “Last updated” date at the top of this page. In some cases, we may provide additional notice (for example, via email or a notice on our Website).

Your continued use of our Website and products after any changes to this Policy become effective constitutes your acceptance of the updated Policy.

11. Contact Us

If you have any questions about this Cancellation & Refund Policy or need assistance with a specific order, please contact us using the contact details provided on the Contact page of our Website.