New here? Start with Can I get a refund for an Envato Market purchase? to check your eligibility and submit a request. This guide covers what happens after you've submitted one.
After you submit a refund request, it's reviewed by either the author or Envato — approved requests void the item license, declined ones can be disputed for further review.
What happens after I submit a refund request?
Review: The author reviews your request and may contact you for more details or attempt to resolve the issue directly.
If approved: We'll notify you, and your request moves to our Help Team for processing. Once processed, your right to use, download, or rate the item is revoked. If you own multiple licenses for the same item, your rating is only removed once the last remaining license is refunded. The item's license becomes void and null — to keep using it, you'd need to repurchase it at full price.
If declined: We'll let you know your request is closed. If you disagree, this is when you can raise a dispute.
Note: If your request was sent to the Envato Market Customer Success Team directly, we'll reach out to assist you.
How long does a refund request take to process?
If sent to an author, expect a response within 5 days. No response? You can raise a dispute for our Help Team to investigate.
Once an author approves your request, it moves to the Envato Market Customer Success Team for processing. Refunds are issued within a reasonable timeframe — exact timing can vary depending on your payment provider.
How do I track my refund request?
If your request went to an author, you'll receive a confirmation email with a tracking link.
Keep this link — you'll need it if you decide to raise a dispute later.
Using the tracking link, you can:
- Monitor progress on your refund request.
- Message the author privately (visible only to you, the author, and Envato Market).
- Raise a dispute, if needed.
How do I raise a dispute?
If your refund request was declined unfairly, or you haven't heard back within 5 days, you can escalate it:
- Open the tracking link from your confirmation email, then click Raise a Dispute.
- Fill in the requested details to start your dispute.
- Provide a clear, detailed description of the issue. You can attach supporting screenshots (.png or .jpeg only, 10MB max total).
- Click Raise Dispute to submit.
- We'll review your dispute within 5 business days.
You should raise a dispute if:
- Your request meets our Refund Rules, but the author declined it anyway.
- You haven't heard from the author within 5 days.
Once we receive your dispute, we will:
- Investigate every dispute we receive.
- Re-open a previously closed refund, if warranted.
- Request more information from you and/or the author as needed.
- Review all available information.
- For item support-related disputes, attempt to contact the author directly — see our Item Support guidelines.
Note: If we contact you for more information and don't hear back within 5 days, we'll resolve the dispute using the information already available.
What role does Envato Market play in refunds?
We strongly recommend contacting the author as soon as an issue comes up.
For ThemeForest and CodeCanyon items, common refund enquiries we (Envato) handle include:
- Payment or checkout issues.
Common enquiries authors handle directly include:
- The item is broken, malfunctioning, or not as described.
- Item support issues.
For all other marketplaces, refund requests go directly to Envato.
What policies guide the refund process?
Can I withdraw my refund request?
Yes — open your refund request using the link from your confirmation email, and leave a comment letting the author know you'd like to withdraw. The author will then decline the request on your behalf.