Why was my refund declined?

Almost always one of a handful of reasons, and we always tell you which.

The common ones

• The item works. The problem sat in the environment around it, or in code added on top, rather than in the item.
• It is a change of mind. Understandable, but not grounds. See what is not refundable.
• The seller offered a fix and got no reply. If the fault was fixable and the seller tried, we cannot treat it as a failed purchase.
• The item was modified first. Once the code has been substantially changed, we cannot tell whether the original was faulty.
• The problem was disclosed. The limitation was stated on the item page before you bought.

If you think we got it wrong

Reply on the same ticket and tell us what we missed. Not a restatement of the original request, but the specific thing our reasoning did not account for. New evidence, such as a reproduction on a clean install, is what changes an outcome.

We do reverse decisions. We are weighing one account against another with incomplete information, and sometimes the detail that settles it only arrives at this stage.

Please do not go straight to a chargeback

A chargeback locks the account while your bank investigates, which cuts off your access to everything else you have bought here, and it takes far longer than talking to us. If you genuinely were not the person who made the purchase, tell us that directly, because fraud is handled differently and quickly.