Support Policy

ExpThemes we maintain the following support policy to ensure quality support.

1. Premium Class Support

As a ThemeForest member you are already aware that Sellers (Authors) are not required to provide their items support. However it is important to us to make sure that every Buyer is satisfied with our products. Therefore we have a dedicated Support Team helping you to solve any themes-related issues in timely and efficient manner

2. Where Can You Get a Support

We are providing themes-related support only via our online Support Portal. Notice that requests received via ThemeForest comments and personal messages, email, Twitter or FaceBook will take much longer time to process or can be not addressed at all! Small tips:
  • Please, make sure that you’ve studied the theme manual and referred to the knowledgebase before submitting a support ticket.
  • We recommend you to provide your site URL and WordPress and FTP accesses when submitting a technical support ticket. This makes us easier to resolve your problem as soon as possible
  • We cannot take any responsibility for damages caused by crucial information leaks. So we highly recommend you to change your WP-admin and FTP accounts credentials before sending them to us and to change those details back after your issue had been resolved.

3. Support Hours

Support requests are being processed on business days from 8:00 to 17:00 (GMT +7) in the order they were received. Please note that most of them are handled within 24h – 48h, but sometimes (in very rear and complicated cases) you will have to wait 5-7 business days for our response.

4. Extent of Our Support

We only cover support for our themes (unique functions and features beyond WordPress ones), and cannot provide general support on WordPress or third-party plugins. We understand that there is a fine line between what is considered to be support and customization. Though we will try to help you with any type of requests (including customization that requires only a couple lines of code changing), you must understand that we cannot provide extensive help in terms of modifications. Moreover, technical support will always take priority over modification/customization requests.

5. What We Can’t Help You With

  • WordPress general support/howto’s (please, use forums for that);
  • new features implementation and extending themes functionality;
  • themes modifications and customization;
  • complex individual server-side issues;
  • third-party plugins and any other things that are not related to our products directly;
  • web-sites with “adults only” content;
  • web-sites with any information, which undermines human dignity.

6. Support Abuse

We have always provided timely, efficient and FREE Premium Class Customer Support. But it is clear that some people abuse this service. Put time and thought into what you would like to inquire and do not ask every question that comes to mind without trying to find the answer. Please do not request for complex customization. You can consider hiring a freelancer instead. Remember, we do our best to help! So, please, do not offence or threaten our staff if we are not able to provide modifications you are requesting. Such actions will lead to immediate and permanent ban of your account in our helpdesk. In some cases, we will be forced to take legal actions and expose your personal information collected during processing of support requests like (including but not limited) name, email and IP address, ThemeForest username and Purchase code, etc. to third-party organizations or individuals in order to protect our copyrights, intellectual property, safety, dignity, good name, and business reputation (for details refer to section “Privacy Policy” below). We hope we will never have to do this ?

7. Disclaimer

Please do not forget that all our products and services are provided “as is” without warranties of any kind, including but not limited to implied warranties of merchantability and fitness for a particular purpose. Refer to Envato Membership Terms and Conditions for more details:

8. Refund

Refund claims can be satisfied only if the Product is not as described, or is broken or is corrupt. The deadline for a Buyer making any refund claim is 30 calendar days after purchase and this claim must be made to Envato Support: Please note that Envato will verify the validity of the claim before a refund is approved. Refer to Envato Membership Terms and Conditions for more details:

9. Privacy Policy

We store your personal information like (including but not limited) your name, email and IP address, ThemeForest username and Purchase code etc. collected during processing of support requests safely and confidentially. And the only reasons we can expose it to third-party organizations or individuals are protecting our copyrights, intellectual property, safety, dignity, good name and business reputation. We have the right to immediately terminate any account that is involved in any suspicious activity.