Refund Policy

Last updated: May 2026

At HexCoda, we sell digital software products, including WordPress plugins, WooCommerce extensions, downloadable ZIP files, software licenses, documentation, and related digital resources.

Because these products are delivered electronically and may become accessible immediately after purchase, refund requests are handled according to the conditions described in this policy.

This Refund Policy should be read together with our Terms and Conditions.

1. Digital Product Delivery

After a successful purchase, you may receive immediate access to:

  • Plugin download files
  • License keys, where applicable
  • Product downloads available through your customer account
  • Product documentation and related resources
  • Update and support entitlement, where included

Because digital products cannot be physically returned after delivery, refund eligibility is more limited than it is for physical goods.

You are responsible for providing a valid email address, maintaining access to your customer account, and reviewing the product description, technical requirements, license terms, and included features before completing your purchase.

2. When a Refund May Be Granted

HexCoda may grant a full or partial refund in circumstances such as:

  • You were charged more than once for the same order.
  • A confirmed payment or billing error occurred.
  • The purchased digital product was not delivered and HexCoda cannot restore access or provide the product.
  • The product materially fails to work as described in a supported environment and our support team cannot provide a reasonable solution.
  • The product received differs materially from the product described on the relevant product page.
  • A refund is required under applicable consumer-protection law.

Where appropriate, HexCoda may request technical information, screenshots, error logs, website details, or other relevant evidence so the reported issue can be verified before a refund decision is made.

A technical problem does not automatically qualify for a refund when the problem can be resolved through configuration, an available update, documented troubleshooting, or reasonable support assistance.

3. When a Refund Is Usually Not Granted

Unless applicable law requires otherwise, refunds are generally not granted when:

  • You changed your mind after completing the purchase.
  • You no longer need or intend to use the product.
  • You purchased the wrong product without reviewing its description.
  • You expected a feature that is not described on the product page.
  • You did not review the stated technical requirements or compatibility information before purchase.
  • The product does not work because your hosting environment, server configuration, third-party theme, another plugin, or custom code falls outside the documented or supported conditions.
  • You refuse to provide reasonable information required to investigate a reported technical issue.
  • You did not contact support before requesting a refund for a technical problem that may be resolved.
  • You cannot install or configure the product because of limited WordPress, WooCommerce, hosting, or technical knowledge.
  • The plugin has already been downloaded, activated, or used and no qualifying defect or legal refund right exists.
  • The issue results from unauthorized modifications to the product files or source code.
  • The issue relates to a feature, service, theme, plugin, or platform that HexCoda does not control.

Refunds are not provided solely because another product, theme, plugin, hosting provider, or WordPress configuration behaves differently from your expectations.

4. EU Consumers and Digital Content

Consumers in the European Union generally have a 14-day withdrawal right for many distance purchases. However, for digital content supplied immediately, that withdrawal right may be lost once delivery begins where the consumer has given prior express consent and acknowledged the loss of the withdrawal right.

Where required, HexCoda may request confirmation during checkout that you:

  1. Consent to the immediate delivery or availability of the digital product.
  2. Acknowledge that the statutory withdrawal right may be lost once access, download, activation, or digital delivery begins.

Your access to a download file, license key, customer-account download, or other digital resource may constitute the beginning of digital delivery.

Nothing in this Refund Policy limits mandatory consumer rights that cannot legally be excluded. This includes legal remedies available where digital content does not conform to the contract or does not perform as legally required.

5. Technical Issues and Support First

If you experience a technical issue, you should contact HexCoda support before submitting a refund request. Many WordPress and WooCommerce plugin issues can be resolved through:

  • Correct product configuration
  • Theme or plugin conflict testing
  • WordPress or WooCommerce compatibility verification
  • License activation guidance
  • Hosting or PHP configuration checks
  • Installation of an available product update
  • Product-specific troubleshooting

When contacting support, please provide relevant information such as:

  • The product name
  • Your order number
  • The website URL, where relevant
  • The installed WordPress version
  • The installed WooCommerce version, where applicable
  • The installed HexCoda product version
  • The active theme
  • A clear description of the problem
  • The steps required to reproduce the issue
  • Screenshots, screen recordings, or error messages where useful
  • Relevant error logs where available

HexCoda must receive a reasonable opportunity to investigate and attempt to resolve a reported product issue before a refund request based on that issue can be approved.

You remain responsible for backing up your website and database before installing, updating, configuring, or troubleshooting a plugin.

6. Refund Request Timeframe

Refund requests should be submitted within 14 days of the purchase date, unless a longer period is required by applicable law.

Submitting a refund request does not guarantee approval. Each request is reviewed according to factors including:

  • The reason provided for the request
  • The product description and documented features
  • The product delivery status
  • Download and license-activation activity
  • The reported technical issue
  • The customer’s support history
  • The information provided during the investigation
  • Applicable consumer-protection obligations

Requests submitted after the stated period may be declined unless mandatory law provides an additional remedy.

7. Approved Refunds

If HexCoda approves a refund:

  • The refund will normally be processed through the original payment method.
  • Access to the relevant digital product may be revoked.
  • Customer-account download permissions may be removed.
  • Associated license keys may be deactivated or cancelled.
  • Automatic update access may end.
  • Support entitlement connected to the refunded purchase may end.

Processing times depend on the payment provider, card issuer, bank, and payment method. HexCoda cannot control the time required for a payment provider or financial institution to display the refunded amount.

After receiving a refund, you must stop using the refunded product and delete all downloaded copies that you are no longer legally entitled to use.

A refunded purchase does not grant permission to continue using, activating, sharing, distributing, reselling, or updating the relevant product.

8. Non-Refundable Services and Custom Work

Unless otherwise agreed in writing or required by law, the following services are generally non-refundable after work has begun or the agreed service has been delivered:

  • Custom plugin development
  • Custom feature implementation
  • Product customization
  • Installation, setup, or configuration services
  • Website development or website modifications
  • Consulting
  • Technical audits
  • Troubleshooting performed specifically for the customer
  • Any other personalized service delivered according to the customer’s instructions

Where a custom service has not yet started, refund eligibility may depend on the written agreement, project scope, payment terms, reserved development time, and applicable legal requirements.

9. How to Request a Refund

To submit a refund request, contact HexCoda using the following details:

Email: [info@hexcoda.com](mailto:info@hexcoda.com)
Recommended subject line: Refund Request – Order #[Order Number]

Please include:

  • Your full name
  • The email address used for the purchase
  • Your order number
  • The product purchased
  • The date of purchase
  • The reason for the refund request
  • Any relevant technical details if the request concerns a product issue
  • Screenshots, logs, or error messages where appropriate

Incomplete requests may require additional information before they can be reviewed.

For security reasons, HexCoda may ask you to confirm information associated with the order before processing a refund or making changes to the related license.

10. Contact

For questions about this Refund Policy, a purchase, a payment, a refund request, or a digital product, contact:

HexCoda
Operated by: HEXPRO MEDIA SRL
Email: [info@hexcoda.com](mailto:info@hexcoda.com)
Website: HexCoda.com