Hexexist
Operated by SECUREPAY SYSTEMS LTD

Document type: Standalone Refund Policy
Applies to: downloadable digital products only (including WordPress themes, WordPress plugins, templates, scripts, and design assets)
Website: hexexist.com
Contact: info@hexexist.com
Entity: SECUREPAY SYSTEMS LTD, 167–169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom

1. Purpose of this Policy

This Refund Policy explains when Hexexist may approve, decline, or partially approve a refund request for products purchased through hexexist.com.

This Policy should be read together with the website Terms & Conditions, Digital Product Fulfillment Policy, Privacy Policy, and any product-specific description shown at checkout or on the relevant product page.

This Policy applies to digital products only. Hexexist does not sell physical goods through this storefront.

2. Nature of the Products

Hexexist sells downloadable digital products, which may include WordPress themes, WordPress plugins, templates, scripts, design assets, and similar digital materials.

Because these products are delivered electronically and can often be accessed, copied, stored, or deployed shortly after purchase, refunds are treated differently from refunds for physical goods.

Customers are responsible for reviewing product descriptions, supported environments, compatibility notes, technical prerequisites, and any stated usage limitations before placing an order.

3. General Refund Position

As a general rule, orders for digital products are non-returnable once the product has been fulfilled, including where a download link has been provided, account access has been granted, the file has been downloaded, the licence key or activation data has been issued, or the product has otherwise been made available to the customer.

However, Hexexist may consider refund requests in good faith where the request falls within one of the eligibility grounds set out in this Policy and the customer provides sufficient supporting information.

Nothing in this Policy limits any mandatory consumer rights that cannot lawfully be excluded under applicable law.

4. Cases Where a Refund May Be Considered

Hexexist may consider a full or partial refund where one or more of the following applies:

• The customer was charged more than the displayed checkout amount due to a proven billing error attributable to the website or payment flow.

• The customer made a duplicate purchase of the same product by mistake within a short period and has not materially used both purchases.

• The product delivered is materially different from the product description in a way that substantially affects its core function.

• The product cannot be downloaded or accessed due to a verified fault on Hexexist’s side, and Hexexist is unable to restore access within a reasonable period.

• The product contains a reproducible technical defect that prevents normal installation or core use in a supported environment, and Hexexist is unable to provide a working fix or reasonable workaround within a reasonable period.

• A refund is otherwise required by mandatory law.

5. Cases Where a Refund Will Normally Be Refused

A refund will normally be refused where the request is based only on change of mind, personal preference, lack of need, delayed project timelines, or a later decision not to use the product.

A refund will normally be refused where the customer failed to read the product description, compatibility notes, documentation, or stated prerequisites before purchase.

A refund will normally be refused where the issue arises from the customer’s hosting environment, third-party software conflicts, unsupported versions, custom modifications, developer changes, poor server configuration, or misuse of the product rather than a verified defect in the delivered product itself.

A refund will normally be refused where the customer has already downloaded, deployed, extracted, imported, cloned, installed, copied, or otherwise used the product and no qualifying defect or material misdescription is established.

A refund will normally be refused where the request concerns expected differences between products sourced from different authors, versions, design styles, feature sets, or support models, provided the product description was not materially inaccurate.

6. Support First; Refund Second

Before deciding a refund request, Hexexist may require the customer to first engage in a reasonable troubleshooting process where the issue appears technical in nature.

This may include providing the order number, screenshots, error messages, the domain or environment involved, version details, steps to reproduce the issue, and temporary technical access where appropriate and safe.

If the issue can be resolved through replacement files, corrected delivery, a patch, a configuration adjustment, or a reasonable workaround, Hexexist may decline the refund request after the issue is cured.

7. Time Limit for Refund Requests

Refund requests should be submitted as soon as reasonably possible after the issue is discovered.

Unless mandatory law requires a longer period, Hexexist expects refund requests to be filed no later than 14 calendar days from the date of purchase or, for access-related failures, from the date the relevant issue first became reasonably apparent.

Delayed requests may be rejected where the passage of time makes investigation impracticable, where the customer continued using the product after discovering the issue, or where the available evidence is no longer reliable.

8. Information Required for a Refund Request

To evaluate a request, Hexexist may require some or all of the following:

• The customer’s full name and contact email used for the order.

• The order number, transaction reference, and purchase date.

• The product name and version involved.

• A concise but specific explanation of the issue.

• Screenshots, logs, error notices, or other supporting evidence.

• Confirmation of whether the product was downloaded, installed, activated, or otherwise used.

• Where relevant, confirmation of the WordPress version, PHP version, hosting environment, and any conflicting plugins, themes, modules, or custom code.

9. Review Procedure

Once a complete request is received, Hexexist will review the available evidence and may ask follow-up questions if clarification is needed.

Hexexist may compare the complaint against product documentation, product-page disclosures, delivery records, download logs, support correspondence, access logs, and fraud-prevention indicators.

A refund request may be approved, rejected, or partially approved depending on the circumstances. Hexexist may also offer a replacement download, corrected access, or store credit where appropriate and lawful.

10. Chargebacks and Payment Disputes

Customers should contact Hexexist first at info@hexexist.com before opening a payment dispute or chargeback, as many access or delivery issues can be resolved promptly without escalation.

Improper chargebacks, including disputes raised after successful delivery without a valid refund ground, may result in suspension of the customer account, refusal of further service, and submission of relevant evidence to the payment provider or card scheme.

Nothing in this clause prevents a customer from exercising a lawful right to raise a genuine payment dispute.

11. Fraud, Abuse, and Repeat Claims

Hexexist reserves the right to refuse refunds where there is evidence of refund abuse, policy manipulation, repeated unjustified claims, excessive download behaviour inconsistent with a genuine complaint, account misuse, or other indicators of bad faith.

Hexexist may also refuse or limit refunds where the same customer repeatedly purchases and seeks reimbursement for similar products without a credible and documented basis.

12. Method and Timing of Approved Refunds

If a refund is approved, Hexexist will generally return the approved amount to the original payment method used for the transaction, unless another method is required by law or agreed in writing.

Refund timing depends on the payment processor, card issuer, bank, or wallet provider. Hexexist can initiate the refund decision, but posting times are outside its direct control.

Any currency conversion differences, external bank charges, card issuer fees, wallet fees, or processor-related deductions not controlled by Hexexist may affect the final amount received back by the customer.

13. Partial Refunds and Administrative Corrections

In appropriate cases, Hexexist may issue a partial refund rather than a full refund, including where only part of the order is affected, where duplicate billing affected part of a multi-item order, or where a reasonable commercial adjustment resolves the issue fairly.

Hexexist may also correct evident administrative errors, such as clear duplicate captures or misapplied pricing, without treating the correction as an admission that all digital products are generally refundable.

14. Consumer Rights

Where mandatory consumer-protection law grants the customer rights that differ from this Policy, Hexexist will apply the rules that are legally required for that customer and transaction.

Customers may be asked to confirm, at checkout or before delivery, that immediate digital fulfilment should begin and that this may affect any cancellation rights applicable to digital content once supply starts.

15. Changes to this Policy

Hexexist may amend this Refund Policy from time to time to reflect legal, operational, technical, or business changes.

The version published on the website at the time of the relevant order will generally apply to that order unless mandatory law requires otherwise.

16. Contact

Refund-related requests and supporting materials should be sent to info@hexexist.com.

Customers should include enough detail to allow efficient investigation and should not send multiple duplicate requests for the same issue.