Refund Policy
Effective date: October 2026
We want you to keep only add-ons that work for your store. This policy applies to purchases on https://cs-cart.kaviolabs.com and on the CS-Cart Marketplace.
30-day refund on add-on licenses
You can ask for a full refund within 30 days of your first purchase of an add-on. You don't have to give a reason, but a short note helps us improve.
- This covers the license price, including the edition you chose and any extended update period bought with it.
- The 30 days run from the date the license key was issued.
- Only one refund per add-on and customer.
- A package can be refunded only as a whole, within 30 days of purchase.
- If we refund an add-on you bought together with a discounted partner add-on, we either refund the partner too or adjust its price to the regular price.
How to ask for a refund
- Open a ticket in the help desk, or write to [email protected]. Include the order number. For Marketplace purchases, use the support option on the Marketplace or our help desk.
- If the add-on doesn't work as described, we may first offer a fix. Accepting it is your choice. You can still ask for the refund within the 30 days.
- We refund the original payment method within 5 business days of approval: the card you paid with (through Stripe), or the bank account a bank transfer came from. Your bank may take longer to show it.
When a refund is issued, the license is cancelled in your account and your right to use the add-on ends. Please uninstall it from your store.
Not refundable
- License renewals and update-period extensions bought after the original purchase.
- Services that have been delivered: installation, express installation, theme compatibility work and used customization hours. Unused customization hours are refundable within 30 days.
- Priority support once it has been used.
- Custom development, which follows the Custom Development Terms.
- Licenses revoked for a breach of the License Agreement.
Chargebacks
Please contact us before you dispute a payment with your bank. We answer refund requests within one business day. If you open a chargeback, the license stays suspended until the dispute is closed.
Your statutory rights
This policy is in addition to your rights under the law. It does not replace them.
Kavio Labs Software Limited · [email protected]