Refund and Returns Policy

Last Updated: 1st February 2026

Website: https://plugin-hub.co.uk

1. Introduction

This Refund and Returns Policy explains our policies for refunds on digital products purchased from Plugin Hub.

1.1 Digital Products

All products sold through Plugin Hub are digital (WordPress plugins). As digital downloads:

– No physical shipping

– Instant delivery

– Cannot be “returned” in traditional sense

– Special refund rules apply

1.2 Our Commitment

We stand behind our products. If something doesn’t work as advertised, we’ll make it right.

2. 14-Day Money-Back Guarantee

2.1 Overview

We offer a 14-day money-back guarantee on all first-time plugin purchases.

If:

– Plugin has a legitimate defect we can’t fix

– Plugin doesn’t work as advertised in documentation

– You’ve made reasonable attempts to use the product

– You contact us within 14 days of purchase

Then:

– Full refund to original payment method

– No questions asked (within reason)

2.2 What “14 Days” Means

– Counted from date of purchase (order confirmation timestamp)

– Calendar days, not business days

– Includes weekends and holidays

– Based on UK time (GMT/BST)

Example:

– Purchase: 1st February 2026, 10:00 AM

– Deadline: 15th February 2026, 10:00 AM

2.3 Conditions for Refund

You Must:

– Request refund within 14 days

– Provide your order number

– Explain the issue

– Have attempted to use the product

– Have contacted support about the issue (preferred)

– Describe what didn’t work as expected

We’ll Review:

– Whether issue is legitimate

– Whether issue can be fixed

– Whether documentation was clear about functionality

– Whether you made reasonable effort to use the product

2.4 Automatic Approval

Refunds are typically approved automatically if:

– Within 14 days

– First purchase (not renewal)

– No abuse pattern detected

– Reasonable explanation provided

3. What IS Refundable

3.1 Legitimate Technical Issues

We WILL Refund For:

Plugin Doesn’t Work:

– Critical bugs preventing basic functionality

– Plugin won’t activate or causes fatal errors

– Features don’t work as described in documentation

– Security vulnerabilities we can’t quickly fix

**Compatibility Issues (Not Disclosed):**

– Doesn’t work with current WordPress version

– Conflicts with popular plugins not mentioned in docs

– Server incompatibility not listed in requirements

Performance Issues:

– Severe performance degradation

– Unacceptable load times

– Crashes or freezes

– Database issues

Missing Features:

– Advertised features don’t exist

– Documentation promises functionality that’s not there

– Screenshots show features that aren’t included

Data Issues:

– Data loss or corruption

– Import/export failures

– Database errors

And We Can’t Fix It:

– After reasonable support attempts

– Issue confirmed as plugin defect

– No acceptable workaround available

3.2 Misrepresentation

We WILL Refund If:

– Product is significantly different from description

– Key features are missing

– Functionality is misrepresented

– Screenshots are misleading

3.3 Our Fault

We WILL Refund For:

– Wrong product delivered

– Duplicate charges

– Technical errors in checkout

– Pricing errors (at our discretion)

4. What is NOT Refundable

4.1 Renewals and Subscriptions

No Refunds On:

– License renewals (only initial purchases)

– Subscription payments (after first period)

– Auto-renewal charges (you can cancel future renewals)

Why:

– You’ve already received 12 months of updates/support

– Renewal is for continued access

– You can cancel before renewal to avoid charges

Exception: Billing errors or unauthorized charges

4.2 Outside 14-Day Window

No Refunds After 14 Days:

– No exceptions (except legal requirements)

– Even for technical issues

– We’ll still help fix issues via support

Why:

– Clear time limit

– Prevents abuse

– Industry standard

4.3 Change of Mind

No Refunds For:

– “I changed my mind” (after 14 days)

– “I don’t need it anymore”

– “I found a cheaper alternative”

– “I bought the wrong plugin” (after 14 days)

Within 14 Days: These may still qualify for refund at our discretion.

4.4 Compatibility Issues Clearly Stated

No Refunds If:

– Requirements clearly listed in documentation

– Known conflicts documented

– You didn’t check compatibility before purchase

– Issue is with your hosting, theme, or other plugins (and we clearly stated this)

Examples:

– You purchased despite not meeting minimum PHP version

– Theme incompatibility was documented

– Your hosting doesn’t support required features

We’ll Still Help: Via support to find workarounds when possible

4.5 User Error or Lack of Understanding

No Refunds For:

– Didn’t read documentation

– User configuration errors

– Misunderstanding of features

– Learning curve

– “It’s too complicated”

We WILL Help: Via support to guide you through setup and usage

4.6 Force Majeure or External Factors

No Refunds For:

– WordPress core updates breaking compatibility (we’ll fix)

– Third-party API changes

– Server issues (your hosting)

– Internet connectivity

– Government restrictions

4.7 Partial Use

No Refunds If:

– You’ve been using plugin successfully for weeks

– You’ve received significant value

– You’re requesting refund after major use

Exception: If defect is discovered after period of use and we can’t fix it

4.8 Abuse Patterns

No Refunds If You:

– Have a pattern of refund requests

– Are suspected of fraud

– Appear to be “borrowing” plugins

– Have violated our terms

– Previously had refunds on other products

4.9 Violated Terms

No Refunds If:

– You violated license terms

– You shared license keys

– You used plugin illegally

– You reverse-engineered or redistributed

– Your license was terminated for cause

4.10 Custom Development or Services

No Refunds On:

– Custom development work

– Consulting services

– One-time setup services

– Training or support packages

Why: Labor already performed

5. Refund Process

5.1 How to Request a Refund

Step 1: Contact Support

Email: support@plugin-hub.co.uk

Subject: Refund Request – Order [Your Order Number]

Include:

– Order number (from confirmation email)

– Email address used for purchase

– Plugin name

– Reason for refund request

– Steps you’ve taken to resolve the issue

– Description of the problem

Step 2: We’ll Review

– Typically within 24-48 hours (business days)

– We may ask clarifying questions

– We may attempt to resolve the issue first

– We’ll explain our decision

Step 3: Resolution

If Approved:

– Confirmation email sent

– Refund processed within 3-5 business days

– License deactivated

– You’ll receive deactivation notice

If Denied:

– Explanation provided

– Alternative solutions offered (if possible)

– Support assistance available

5.2 Refund Method

We Refund To:

– Original payment method only

– Same card/account used for purchase

– Cannot refund to different method

Processing Times:

– Credit/Debit Card: 5-10 business days

– PayPal: 3-5 business days

– Bank Transfer: 7-10 business days

Note: Processing time varies by bank/payment provider

5.3 After Refund is Processed

What Happens:

– ✅ Money returned to original payment method

– ❌ License key deactivated immediately

– ❌ Access to updates removed

– ❌ Support access removed

– ❌ Account may be flagged (if abuse suspected)

You Must:

– Stop using the plugin immediately

– Uninstall from all sites

– Delete all copies

– Not re-distribute or share files

5.4 Partial Refunds

In some cases, we may offer partial refunds:

– If you’ve had some benefit from the product

– For pro-rated refunds on special circumstances

– At our discretion

Example:

– Purchased annual license

– Used for 6 months

– Critical issue discovered

– We may offer 50% refund

Not Guaranteed – Case by Case

6. Special Circumstances

6.1 Billing Errors

Duplicate Charges:

– Immediate full refund

– Contacted within 30 days

– Proof of duplicate payment

Wrong Amount Charged:

– Refund of difference

– Or full refund if you prefer

Unauthorized Charges:

– Immediate investigation

– Full refund if confirmed

– Account secured

6.2 Product Discontinuation

If we discontinue a plugin:

– During Active License: Full refund available

– After License Expires: No refund (you received full value)

Notice: Typically 90 days advance notice

6.3 Major Changes to Product

If we make significant changes that:

– Remove key features

– Change core functionality

– Break existing implementations

You May Request:

– Refund (within 30 days of change)

– Migration assistance

– Alternative solution

Case by Case Basis

6.4 Force Majeure

Extraordinary circumstances:

– Natural disasters

– Pandemic impacts

– Economic hardship

7. Renewals and Subscriptions

7.1 Auto-Renewal

Licenses auto-renew annually unless cancelled.

To Cancel Auto-Renewal:

1. Log into your Plugin Hub account

2. Go to “Licenses”

3. Click “Cancel Auto-Renewal”

4. Confirm cancellation

Or: Email support@plugin-hub.co.uk

7.2 No Refunds on Renewals

Renewals are NOT refundable because:

– You chose to renew (or didn’t cancel auto-renewal)

– You received 12 months of updates/support previously

– You knew the product and chose to continue

7.3 Cancel Before Renewal

To Avoid Charges:

– Cancel auto-renewal before anniversary date

– You’ll receive reminder email 7 days before renewal

– Your current license continues until expiry

If You Forget to Cancel:

– No refund on renewal charge

– You can cancel future renewals

– License remains active until expiry

7.4 Renewal Pricing Changes

If renewal price increases:

– We notify you before charging

– You can cancel before renewal

– If charged at new price, no refund for difference

8. Chargebacks and Disputes

8.1 Contact Us First

Before Initiating Chargeback:

– Contact our support team

– We’ll try to resolve the issue

– Most issues can be resolved quickly

– Chargebacks hurt both of us

8.2 Chargeback Consequences

If You File a Chargeback:

– Account immediately suspended

– All licenses deactivated

– Access to products removed

– May be banned from future purchases

– We may dispute the chargeback

Note: Even if bank rules in your favor, you may be banned.

8.3 Legitimate Chargebacks

We Won’t Fight If:

– Unauthorized use of your card

– You never received product

– We failed to provide refund when entitled

We WILL Fight If:

– You used the plugin for weeks then filed chargeback

– Refund was denied legitimately

– You violated terms

– Appears fraudulent

8.4 Chargeback vs. Refund Request

Chargeback:

– Goes through your bank

– Takes weeks

– Damages relationship

– May lead to ban

Refund Request:

– Resolved in days

– Preserves relationship

– More flexible

– Better for both parties

Please Try Refund Request First

9. International Customers

9.1 Currency Conversion

Refunds Processed In:

– Original currency charged

– Same exchange rate may not apply

– Currency fluctuations affect final amount

– We’re not responsible for exchange rate differences

9.2 International Fees

We Refund:

– Product price

We Don’t Refund:

– Bank conversion fees

– Foreign transaction fees

– Wire transfer fees

– Other bank charges

9.3 VAT Refunds

UK/EU Customers:

– VAT refunded with product price

– Appears as single refund amount

**Non-EU Customers:**

– No VAT charged originally

– Simple refund process

## 10. Specific Product Types

### 10.1 Free Products

Free Versions:

– No refunds (no payment made)

– Available “as is”

– No support guarantee

10.2 Bundles and Packages

If You Purchase a Bundle:

– Refund applies to entire bundle

– Cannot refund individual items from bundle

– Exception: Individual items not working while others work – partial refund possible

10.3 Add-Ons and Extensions

Add-Ons:

– Same 14-day policy

– Must own base plugin

– Refund doesn’t include base plugin (if separate purchase)

10.4 Lifetime Licenses

Same Refund Policy:

– 14 days from purchase

– Same conditions apply

– Higher price doesn’t extend window

11. Fraud Prevention

11.1 Verification

We may require:

– ID verification for large refunds

– Proof of purchase

– Account verification

– Explanation of circumstances

11.2 Suspicious Activity

Red Flags:

– Multiple refund requests

– Different names/emails same payment method

– Requests immediately after 14 days

– Pattern across multiple accounts

We May:

– Request additional information

– Delay processing pending investigation

– Deny request if fraud suspected

– Report to authorities if necessary

11.3 Account Consequences

Fraud or abuse may result in:

– Refund denial

– Account termination

– Ban from future purchases

– Legal action

12. Exceptions and Discretion

12.1 Manager’s Discretion

In exceptional circumstances:

– Customer service manager may approve exceptions

– Extended refund windows

– Partial refunds

– Goodwill gestures

Don’t Count On It: These are true exceptions, not rights

12.2 Legal Requirements

We’ll Always Comply With:

– Consumer rights legislation

– Distance selling regulations

– UK/EU consumer protection laws

– Other applicable laws

Your Legal Rights:

– This policy doesn’t affect your statutory rights

– UK consumer law may provide additional rights

12.3 Business Customers

Business Purchases:

– May have different rights under law

– Same refund policy applies

– Consumer protections may not apply

– Contract terms govern

13. Contact and Questions

13.1 Refund Requests

Email: support@plugin-hub.co.uk

Subject: Refund Request – Order #[Order Number]

Include: Order details, reason, explanation

13.2 Refund Questions

Before Purchasing:

– Email: sales@plugin-hub.co.uk

– Ask about refund policy specifics

– Clarify any concerns

About Existing Refund:

– Email: support@plugin-hub.co.uk

– Reference your ticket number

13.3 Billing Disputes

Email: billing@plugin-hub.co.uk

For: Billing errors, unauthorized charges, duplicate payments

13.4 Response Times

– Refund requests: 24-48 hours (business days)

– Simple requests: Often same day

– Complex cases: May take 3-5 days for review

14. Changes to This Policy

14.1 Updates

We may update this policy:

– Changes effective when posted

– Major changes notified by email

– Check “Last Updated” date

14.2 Your Purchase

Refund policy in effect at time of purchase applies to that purchase.

Exception: Legal changes may apply retroactively

15. Legal

15.1 Governing Law

This policy governed by laws of England and Wales.

15.2 Consumer Rights

UK Consumers:

– Consumer Rights Act 2015 applies

– Consumer Contracts Regulations 2013 apply

– This policy doesn’t limit your legal rights

15.3 Disputes

Disputes resolved through:

1. Our support team

2. Alternative Dispute Resolution (ADR)

3. UK courts

Summary

✅ 14-Day Money-Back Guarantee**

– First-time purchases

– If plugin doesn’t work as advertised

– We can’t fix the issue

– You contact us within 14 days

❌ No Refunds On

– Renewals

– After 14 days

– Change of mind (after 14 days)

– User error or lack of understanding

– Compatibility issues clearly documented

💰 Process

1. Email support with order number

2. We review within 48 hours

3. Refund processed if approved

4. Money returned in 5-10 days

📧 Contact: support@plugin-hub.co.uk

❓ Questions Before Buying?

Ask us first: sales@plugin-hub.co.uk

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Version: 1.0

Effective Date: 1st February 2026

Last Reviewed: 1st February 2026