Support terms

What support we provide

We aim to provide world-class support.

What we can help with:

• Standard support such as answering questions and fixing bugs or technical issues is included free of charge
• Please kindly note: our free support is limited to supporting the theme in the state it is provided on the theme store. If your version of the theme has been modified by an external developer or other agency, or if you have installed apps that are causing issues, we may not be able to provide support in fixing your issue
• We strive to respond to your message within 48 hours
• If we are able to, we will give you a full response or solution within 48 hours
• We will let you know if we require further information from you, or if we require access to your store
• If we are not able to resolve your request immediately, we will provide you with a time estimate to resolve your request, and we will keep you updated every 24 hours
• If the cost of the support or service you require is not covered by our support service, we will give you a cost estimate
• We aim to resolve all customer support in a timely manner
• We are only able to provide support in English

What we cannot help with:

• A store using a theme that has not been purchased via the Shopify Theme Store will not be supported or eligible for free updates
• We do not offer support relating to any third-party code or apps. It is the app developer's responsibility to help install their application and code into a theme.

Theme licensing

To ensure you have the correct license, only purchase our theme from the official Shopify Theme Store. If you wish to use our theme on multiple stores, you must purchase and install the theme on each store separately.

Refunds

Shopify do not offer refunds on themes and therefore we are not able to offer a refund once you have purchased our theme.