Short version. Themes are digital products. If something is wrong with what you bought, we will fix it or refund you. We do not refund because you changed your mind after downloading.
Who sells and who refunds
Payments are processed by Lemon Squeezy, our reseller and merchant of record. Refunds are issued by us through Lemon Squeezy to your original payment method. Your receipt from Lemon Squeezy shows the order number to quote when you contact us. This applies to theme purchases at checkout; installation and customization are services arranged separately (see below).
When you get a refund
Within 14 days of your purchase, you can request a refund if:
- the theme files do not work as described on the theme page and we cannot fix the problem within a reasonable time after you report it;
- the theme is materially different from its description or live demo;
- you did not receive your files or download link and we cannot resolve it;
- you were charged twice for the same order.
When we do not refund
- Because you changed your mind, or no longer need the theme, after the files were delivered or downloaded.
- For problems caused by changes you made, third-party plugins or apps, or hosting that does not meet the requirements listed on the theme page.
- For demo content, images or fonts that are shown in a preview but are not part of the theme package (the package contents are described on the theme page).
Installation (from $29 per site)
Installation is a service quoted individually and arranged separately by email. It is not bought at checkout. Refund terms are set out in the written quote or agreement, and any refund is handled by us directly, not through Lemon Squeezy. Our standard terms are: you can cancel for a full refund before we start work; once work has started, we refund the part not yet done; and if we cannot complete the installation for reasons on our side, you receive a full refund. These terms are confirmed in the written agreement.
Customization (from $99)
Customization is quoted and agreed in writing before work starts. It is arranged separately by email and is not bought at checkout. Refund terms for that work are set out in your quote and agreement, and any refund is handled by us directly, not through Lemon Squeezy.
EU, UK and similar consumer rights
Where the law gives you a right to cancel digital content within 14 days, you agree at checkout that we start delivery immediately and that you lose that right once the download begins. This does not affect any rights you have if the product is faulty or not as described.
How to request a refund
Email support@buildkitly.com with your order number and a short description of the problem. We reply within 3 business days. Approved refunds are sent back to your original payment method; your bank may take 5–10 business days to show them.
See also our Delivery Policy and Terms of Service.