Refund Policy

Refund Policy

Effective date: September 2, 2026
Last updated: September 2, 2026

We build tools for a specific trade, and we would rather you had the right tool than our money. This page explains exactly when you can get a refund, when you can’t, and how to ask.

In one sentence

If a plugin doesn’t do what its product page said it would, tell us within 14 days and give us a fair chance to fix it — if we can’t, you get your money back.

1. The 14-day window

You may request a refund within 14 days of purchase if:

• the Product does not work as described on its product page; and
• you have contacted support about the problem; and
• you have given us a reasonable opportunity to resolve it.

If we cannot get the Product working as described within a reasonable time, we refund you in full. No argument, no hoops.

The 14 days run from the date of purchase, not from the date you got around to installing it.

2. Why we ask you to contact support first

Because it usually works. Most refund requests we would otherwise receive turn out to be a settings conflict, a caching plugin, an outdated WooCommerce version, or one line in a theme. Those take minutes to fix once we can see the error.

Asking first costs you one email and often gets you a working plugin instead of a refund you didn’t really want.

3. What qualifies for a refund

• The Product doesn’t function as the product page describes.
• A defect prevents you from using a core advertised feature, and we can’t resolve it.
• The Product is incompatible with a WordPress, WooCommerce or PHP version we stated we support, and we can’t resolve it.
• You were charged twice, or charged for something you didn’t order.
• The Product was never delivered and we can’t get it to you.

4. What doesn’t qualify

We can’t refund for:

• Change of mind, or no longer needing the Product.
• Buying the wrong Product when the product page described it accurately.
• Not contacting support first, or not replying while we’re trying to help.
• Incompatibility we never claimed. If a Product doesn’t work with a particular theme, page builder, host or third-party plugin that we didn’t list as supported, that isn’t a defect.
• Wanting a feature the Product never advertised. A plugin that does exactly what it says, but not the extra thing you hoped for, is working correctly. Ask us before buying if you’re unsure.
• Requests after 14 days.
• Items sold as final sale, where the product page says so.
• Problems caused by something else on your site — another plugin, custom code, a server misconfiguration, or a change made against our written advice.

5. Ask before you buy

This is the single best way to avoid all of the above. Send us your store type, your workflow, and what you’re trying to achieve, and we’ll tell you honestly whether the Product fits — including when it doesn’t.

We would far rather answer a pre-sales question than process a refund. Use the contact page.

6. How to request a refund

Email us at [email protected] with “Refund request” in the subject line, and include:

• your order number;
• the Product name;
• what isn’t working, and what you expected instead;
• your WordPress, WooCommerce and PHP versions, and the plugin version;
• any error message, exactly as it appears.

Please don’t send passwords, API keys, payment details or your own customers’ data by email. If we need deeper access to diagnose something, we’ll arrange a secure way to do it.

7. How long it takes

• We aim to acknowledge refund requests within a few business days. We’re a one-person operation, so we can’t promise a fixed response time.
• Once approved, the refund is issued to your original payment method — PayPal or the card used at checkout.
• Funds usually appear within 5 to 10 business days, depending on your bank or PayPal. That part is out of our hands.
• We refund the amount you paid. Currency conversion differences and any fees charged by your own bank are not something we can reimburse.

8. What happens to your license

When a refund is issued:

• your license key is deactivated;
• your access to updates and support for that Product ends;
• we ask that you remove the Product from your sites.

Our plugin code is licensed under the GPL, so we’re not going to pretend we can compel you to delete it. But the commercial side — the key, the updates, the support — is what you were refunded for, and that ends.

9. Chargebacks

Please contact us before opening a payment dispute.

A chargeback costs us fees on top of the refunded amount and takes weeks to resolve, when an email would have sorted it out in a day. We have never refused a legitimate refund request.

If you open a chargeback without contacting us first, we may deactivate your license keys, close your account, and decline future sales to you. If you’ve already opened one and want to withdraw it and deal with us directly, just say so — we’ll sort it out.

10. Duplicate and accidental purchases

If you accidentally bought the same Product twice, or bought a Product already included in a bundle you own, email us. We’ll refund the duplicate in full, regardless of the 14-day window. That isn’t a refund in the sense of this policy — it’s correcting a mistake.

11. Bundles and the Decorator Ops Suite

Bundles are refunded as a whole, not by individual plugin. If one plugin in a bundle doesn’t work as described, we’ll fix it or refund the bundle — we can’t refund a portion and let you keep the rest at the bundled price.

12. Renewals and major-version upgrades

Our licenses are one-time purchases, not automatic subscriptions, so there are no surprise renewal charges to refund. If a future major version is offered as a paid upgrade, that upgrade is a new purchase and this policy applies to it in the same way.

13. Consumer rights

Our Products are sold to businesses — print shops, embroidery shops, team stores and agencies. Statutory consumer protections generally apply to individuals buying outside a trade or profession, and so will not apply to most of our customers.

If you are buying as a consumer, nothing in this policy limits rights you have under the law where you live, and those rights apply in addition to everything above.

Consumers in the EU and UK normally have a 14-day right to withdraw from a distance purchase without giving a reason. For digital content delivered immediately, that right is lost once download begins, where you have expressly agreed to immediate delivery and acknowledged the loss of the withdrawal right at checkout. Where you have not agreed to that, your statutory withdrawal right is unaffected.

14. Changes to this policy

We may update this policy. The date at the top shows when it was last revised. The policy in force on the date of your purchase is the one that applies to that purchase — a later change never reduces rights you already had.

15. Contact

Questions about this policy, or a refund request:

Decorator Ops
Adam Hollett, sole proprietor
Ohio, United States
Email: [email protected]
Web: decoratorops.com/contact/

This policy forms part of our Terms of Service.