Can I swap a purchased theme for another on Shopify?

Flow23
Tourist
4 0 1

Hi

 

Our Shopify agency advised the wrong theme that we bought for 300 USD. Now I figured out the one

theme that we need but its again 400 USD. Any chance we could swap one for the other? 

 

Cheers

Replies 14 (14)

EcomGraduates1
Shopify Partner
80 3 7

Probably not but worth explaining the situation  and trying  to get the right theme 

We design and develop stunning websites to make your customers fall in love with your business.
5 star reviews https://ecomgraduates.com/

Skye
Shopify Staff
1101 98 196

Hi, @Flow23.

 

Greetings, I hope your day is going well!

 

Unfortunately, once you purchase a paid third party theme from the Shopify Theme Store there are no returns/refunds. This is due to the automatic license that is provided and the inability to revoke said licensing.

 

In the future, keep in mind, you don't need to purchase a theme until you decide to make it live. You can download the draft version and build your site as you please, for as long as you please, until you know you're ready to commit. 

 

I do see how this is frustrating for yourself and other merchants, therefore I have submitted a feature request on your behalf to our escalated team to consider implementing a return/exchange window. I cannot guarantee this will be implemented, but I will submit the information for review.

 

With that all being said, please feel free to provide your store's domain so I can take a look and learn more about your business! There is potentially additional feedback and support I can provide.

Skye | Social Care @ Shopify
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Sew-what
Tourist
5 0 1

Hi - I just realized I accidentally purchased the wrong theme. This theme is totally wrong for my store which will be completely online. I am new to Shopify so activated it. The store is under construction. The theme is very expensive ($320). Can I get my money back as I have not launched the store so I can buy the correct theme? Thanks

Skye
Shopify Staff
1101 98 196

Hi, @Sew-what 

 

That is definitely frustrating.

 

Unfortunately, due to theme purchases being a license that is technically impossible to revoke, we are unable to provide theme refunds under any circumstances. 

 

To avoid situations such as this, we do allow you to download and customize paid themes completely free of charge, without any time restraints, to ensure you can make an educated purchase. In the future, we recommend you utilize the free trials of the paid themes to ensure you are happy with the theme before purchasing. 

 

In the meantime, can you elaborate on what specifically you need to adjust with the theme? There might be some workarounds we, or the developers, can provide. 

 

Skye | Social Care @ Shopify
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Sew-what
Tourist
5 0 1
Hello - The Shopify user interface is very confusing, which is why I
accidently ended up purchasing the wrong theme. I intended to buy the
Impulse theme, not the one that was on my account. I did not notice this
issue until today. This morning your Shopify customer support agent told me
that I could get a refund for this mistake and contacted the theme
developer. The developer agreed. I deleted the theme I purchased by mistake.
I never used it. The mistake is due to Shopify's very confusing and
convoluted interface. Kindly credit my account for $340 so I can apply the
money to the Impulse theme. I have called the Visa credit card company and
they have issued a stop payment on the $340.



Kindly confirm that the money I spent on this mistake has been refunded to
my Visa card.



Best Regards, Kathleen Aubrey



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Hi, <>
@Sew-what



That is definitely frustrating.



Unfortunately, due to theme purchases being a license that is technically
impossible to revoke, we are unable to provide theme refunds under any
circumstances.



To avoid situations such as this, we do allow you to download and customize
paid themes completely free of charge, without any time restraints, to
ensure you can make an educated purchase. In the future, we recommend you
utilize the free trials of the paid themes to ensure you are happy with the
theme before purchasing.



In the meantime, can you elaborate on what specifically you need to adjust
with the theme? There might be some workarounds we, or the developers, can
provide.




ail.usw2.prod.hosted.lithcloud.com?subject=Re:%20Bought%20wrong%20theme&body
=%0A%0A%23%23-%20Please%20type%20your%20reply%20above%20this%20line%20-%23%2
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botanicjen
Visitor
1 0 0

Shopify doesn't care that you spent money on something that you will never use, they get paid no matter what. I purchased a theme I never used because I didn't realize how confusing their interface and extra coding that would be involved until I got further into the design of my shop. I've since deactivated my account within days of the purchase but will never get the $400 back. This company has turned into a predatory company for small business owners trying to start their website on Shopify's premise of "easy website building ". 

Sew-what
Tourist
5 0 1
Yes, agreed - predatory is the right word to describe them. At the time that
I cancelled my contract with them my site was almost ready to launch so I
lost 3-4 months and many hours of my hard labor. When I saw their true
colors I could not stand the thought of being further victimized by them.
They are evil. In the end they won out and had my VISA card refund the $450
they took from me. Thanks for acknowledging your experience with Shopify.
Skye
Shopify Staff
1101 98 196

Hi, @botanicjen 

Thanks for joining the conversation.

 

I do want to clarify that when you purchase a theme from the Shopify Theme Store, you aren't purchasing from Shopify. You are actually purchasing from the theme developer, however facilitated by the Shopify Theme Store. 

As we care about our merchants, and partners equally, we allow for merchants to use paid themes completely free before they are ready to commit. This means, you can build your theme, and adjust all the custom coding you intend to, for an unlimited period of time. You only need to pay once you are ready to set the theme as your live theme. This is how we take care of our merchants.

 

The way in which we protect our partners, is we do not allow refunds on themes that are purchased. This is due to the automatic licensing of said theme to the merchants store. Licenses aren't revocable. As such, If we allowed refunds on partners' themes, it would leave the ability open for merchants to receive these themes completely free. 

It is for these reasons, that we do not provide refunds for paid themes. I hope that makes sense!

Skye | Social Care @ Shopify
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Sew-what
Tourist
5 0 1
The first customer service agent I spoke with checked with the theme
developer to get their permission to refund my money. They said this was
fine as I had just purchased the theme and had not launched my site. A few
hours later I received an e-mail from someone higher up in the Shopify
customer service department telling me that my request for a refund was
denied. I am happy to provide you with the transcript and e-mail verifying
this. I went to my VISA card company and refuted the charge. Shopify shut
down my site. I could not do further business with your company so I moved
my account to another ecommerce hosting service, losing over a $1000 USD
between this fiasco and the money paid out to vendors who helped me develop
the site.
Skye
Shopify Staff
1101 98 196

Hi, @Sew-what 

Thanks for providing that information! That advisor that stated that a theme refund would be considered was incorrect. Unfortunately, it sounds like they were new, as under no circumstance is a theme refund able to be provided due to the licensing not being able to be revoked. 

While it's not safe to post your ticket number over the Community Forums as its a public forum, please reach out to our team over DM via Facebook or Twitter with your ticket number and we would be happy to have our team investigate what the original advisor provided. 

Skye | Social Care @ Shopify
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Sew-what
Tourist
5 0 1
Hello - I'd be happy to send you documentation if you will refund the money
taken from me to cover the theme.
Skye
Shopify Staff
1101 98 196

As mentioned for the reasons above, theme purchases are not refunded under any circumstances. 

Skye | Social Care @ Shopify
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Jenna9
Visitor
1 0 0

Why Shopify doesn't show which payment will be used?

It's very sucks.

In the world there is no shopping mall doesn't show the payment information before payment except Shopify.

 

LIVINGSIMPLY
Shopify Partner
66 0 12

Hi Skye-  What happens when you buy a theme that is junk and were led to believe it was something that it is not, as well, current reviews on the themes page echo's the concerns we have?  Since we are purchasing directly from the developer, could we not speak with our bank and dispute the transaction.  Keep in mind, the problems have persisted since November, and have requested help, but we are met with argumentative replies, or they just blame shopify servers flat out.  This is an issue, and holding up what should be a successful store. 

Living Simply is a company developed to give back, and help others.