Refund Policy
Refund Policy
When you can get your money back for a J2Commerce extension, how to ask, and what a refund ends. Plain English, start to finish.
Who this policy covers
This policy covers extensions and renewals bought on j2commerce.com from J2Commerce, LLC. It sits alongside our Terms of Use, which explain what each purchase includes.
Some rules depend on how you bought:
- Personal buyer: you bought for personal, non-commercial use, and your order shows no company name or VAT number.
- Business buyer: every other order, including purchases made for a client or a store that sells.
When we refund
We refund an order in these cases:
- Unused, within 30 days (personal buyers). You have not downloaded the paid extension or opened a support ticket for it. Full refund, no questions asked.
- It does not work as listed (everyone, within 30 days). The extension does not do what its listing says, a defect stops it working and we cannot fix it for you, or it will not install on a server that meets the listed requirements. Contact us first so we can try to fix it. In most cases the answer is a fix, and we would rather ship the fix.
- Duplicate purchase (everyone). You bought the same extension twice by accident.
- Renewals (everyone). Under the renewal rules below.
- Approved in writing. A member of our team approves a refund in a support ticket reply or from a j2commerce.com email address.
We do not issue refunds in any other case.
What counts as using an extension
Consumer law in the EU and many other countries lets a buyer cancel a digital purchase, until delivery starts with the buyer’s consent (EU Directive 2011/83/EU, Article 16(m)). For our extensions, delivery starts when you do either of these:
- Download the paid extension, from your account or through Joomla’s updater with your Download ID.
- Submit a support ticket, or a reply to one, about that extension.
When you take either step, you ask us to start delivery and you accept that the no-questions refund for unused purchases no longer applies. The refund for an extension that does not work as listed still applies.
These do not count as use: downloading J2Commerce core, a free extension or the documentation, asking a pre-sales question, and contacting us about an invoice, a payment or your account login.
Check the listing before you buy
Every listing names what the extension does and what your server needs. Read it, read the documentation, and if you are unsure whether it fits your store, ask us through the contact form before you buy. We answer pre-sales questions so you can buy with confidence.
A feature the listing never claimed, a feature request we decline, or a server that does not meet the listed requirements is not a reason for a refund.
Renewals
Subscriptions renew automatically each year, and we charge the payment method saved on your account so updates and support continue without a gap. We email you before each renewal. You can cancel automatic renewal from your account at any time, and you keep updates and support until the end of the year you paid for.
If a renewal went through that you meant to cancel, you can ask for a refund of that renewal when both of these are true:
- You ask within 30 days of the renewal charge.
- Since the renewal, you have not downloaded a new version of the extension or opened a support ticket for it.
Bought the wrong extension or missed a coupon
Contact us right away with your order number. Please do not place a second order to correct the first one. We will sort it out on your original order, which is faster for you and keeps your subscription dates correct.
How to ask for a refund
- Send us a message through the contact form and include your order number.
- Tell us what you expected the extension to do and what happened instead.
- If we cannot fix it, or your order qualifies as unused, we approve the refund and send the money back to the payment method you used.
What a refund ends
A refund ends the subscription for that extension: updates through your account and Joomla’s updater, and support tickets. The GPL license for the code you already downloaded stays in place, because the GPL cannot be withdrawn.
Chargebacks and payment disputes
Please ask us before you contact your bank or card company. A refund request gets your money back sooner than a dispute does.
When a payment is disputed, we cancel the subscription for that order straight away and may pause access to your account. If you withdraw the dispute, we restore the subscription. If the dispute goes ahead, we may close the account and decline future orders from it.
Closed accounts
If we close an account for breaking our Terms of Use, the subscriptions on that account are not refunded.
Your legal rights
Nothing in this policy limits rights you have under consumer protection laws that cannot be waived. Where the law gives you more than this policy does, the law applies.
Changes to this policy
The version of this policy in place when you place an order applies to that order. We post every update on this page.
Contact
Questions about a refund or an order? We are happy to help.
