Refund Policy

Last updated: June 12, 2026

This Refund Policy applies to all purchases of The4 themes, apps and services, whether bought directly on the4.co or through a marketplace (such as Envato Market, the Shopify Theme Store or the Shopify App Store). The4 is operated by Gravio LLC. Because our products are digital goods and our services are custom work, this policy explains clearly when refunds may and may not be granted, with protections for The4 against unfair or abusive claims.

1. General principles

  • All The4 products are digital items and cannot be physically returned.
  • By purchasing and accessing or downloading a digital product, you expressly request immediate access and acknowledge that you lose any statutory “cooling-off” or withdrawal right once the download or access has begun.
  • Refund eligibility depends on where you purchased and on applicable consumer law. You must provide accurate, complete information for any refund request.

2. Direct purchases of digital products (themes & apps) on the4.co

  • Once a digital product has been downloaded or its license/access has been delivered, it is non-refundable.
  • Before download or access begins, you may request cancellation of an unused order within 14 days for a refund.
  • We may, at our reasonable discretion, issue a refund where a product is materially “not as described” or contains a major defect that we are unable to resolve within a reasonable time (see Section 4).

3. Services (design, development, customization, setup, migration, SEO and similar)

  • Service fees and deposits are non-refundable once work has started.
  • Services are delivered to the agreed scope; the number of revisions is limited to what is stated for each service. Work beyond the agreed scope requires a separate quote.
  • No refund is due for delays or issues caused by the client, including failure to provide timely access, materials, content or feedback.
  • Work that has been delivered or accepted is non-refundable. Where a project is cancelled mid-way, fees for work already performed are non-refundable.

4. When we may accept a refund

We may provide a refund where:

  • The item is materially “not as described” or does not function as advertised, and we cannot fix it within a reasonable timeframe;
  • A confirmed security vulnerability cannot be patched promptly;
  • Support that was promised with the purchase was not provided as required; or
  • For direct digital purchases, you had not downloaded or accessed the item and request cancellation within the eligible period.

(Demo content, sample images, fonts and third-party licensed assets shown in previews are not included in a product purchase.)

5. When we do NOT provide refunds

To protect The4 from unfair or abusive claims, refunds are not available where:

  • You downloaded or accessed the item but no longer want it, changed your mind or cancelled your project;
  • The item did not meet personal expectations, taste, or features that were not listed in the description;
  • You purchased the wrong item, bought by mistake, or bought for someone who did not use it;
  • You lack the skills to use the item (e.g. Shopify, CSS/Liquid, configuration) — our documentation and support can assist, but this is not a refund reason;
  • You refuse to cooperate with troubleshooting or to provide screenshots, video or access needed to investigate;
  • The applicable purchase or refund period has expired.

6. Marketplace purchases

Items purchased through Envato Market, the Shopify Theme Store or the Shopify App Store are governed by those platforms’ refund rules and processes. For Envato purchases, refund eligibility and time limits (generally up to 180 days for supported items and 30 days for unsupported or undownloaded items) follow Envato’s Refund Policy, and refund requests must be submitted through Envato’s official system. We review and respond to such requests in line with the platform’s rules, and the platform’s final decision is binding.

7. Support before refund

Most issues are technical and quickly resolvable. Before requesting a refund, please contact our support team — the majority of technical issues are resolved within 24–48 hours. Cooperating with support (providing details, screenshots or access) is required for any technical claim.

8. How to request a refund

For direct the4.co purchases, contact support@the4.co with your order details and a clear description of the issue. For marketplace purchases, use the platform’s official refund system. We aim to review eligible requests promptly.

9. Chargebacks

Initiating a chargeback or payment dispute instead of contacting us may be treated as a breach of these terms. Fraudulent or bad-faith chargebacks may result in revocation of your license and suspension of your access to our products and services.

10. Contact

Questions about this Refund Policy? Contact us at support@the4.co.