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How to request a refund ​

At Themeisle, we want you to be satisfied with your purchase. If you experience any issues, our support team is happy to assist you. However, if you still wish to request a refund, please follow the steps outlined below.

Refund Policy ​

We offer a 30-day money-back guarantee on all purchases. If you are not satisfied with our products within the first 30 days of purchase, you can request a refund.

Important Notes: ​

  • Refund requests must be made within 30 days of purchase. We cannot process refunds beyond this period.
  • We encourage you to reach out to our technical support team before requesting a refund. Many issues can be resolved with our assistance.
  • Refunds will not be granted for:
    • Requests made outside the 30-day period.
    • Fraudulent or unfair refund requests (e.g., multiple refunds from the same user for the same product in a short amount of time).

How to Request a Refund ​

To request a refund, please follow these steps:

  1. Log in to your ThemeIsle account.
  2. Open a new support ticket requesting a refund.
  3. Include the following details in your request:
    • Your account email address.
    • The product or subscription name (e.g., Neve Pro, Otter Pro).
    • The transaction amount and date.
    • Your payment method (PayPal, credit card, etc.).
    • Whether you have an open dispute or chargeback with your payment provider.
  4. Submit your request. You will receive a confirmation email once your refund is processed.

Processing Time ​

Refunds are typically processed within 7-10 business days. A refund marked as processed means ThemeIsle and the payment processor have initiated and accepted the refund request. Your bank or card issuer still needs to post the funds to your statement.

After your refund is processed: when will the money appear? ​

After you receive a refund confirmation email, the credit may still take additional time to appear on your card or bank account. Posting times vary by bank and payment provider and can sometimes be longer for international or merchant refunds.

If you do not see the refund right away, this usually means the refund is still being settled by your bank, not that the refund request failed.

📝 Info: Once a refund is processed, our support team may be able to share an Acquirer Reference Number (ARN). An ARN is a payment network reference your bank or card issuer can use to trace the refund.

If the refund still is not visible ​

If your refund is still missing, follow this checklist:

  1. Check the original payment method used for the purchase (the same card, bank account, or wallet).
  2. Wait up to the expected 7-10 business day processing window.
  3. If needed, contact support and ask for the ARN once the refund is processed.
  4. Contact your bank or card issuer and provide the ARN so they can trace the refund.
  5. If the expected timeframe has passed and your bank still cannot locate the refund, contact ThemeIsle support again with your refund details.

Refunds for Auto-Renewal Charges ​

If your subscription auto-renewed and you didn't intend to continue, you can still request a refund within 30 days of the renewal charge. To avoid future renewal charges, make sure to cancel your subscription before the next billing date.

To check your next renewal date, log in to your ThemeIsle account, click Manage Subscription next to the product, and review the billing details in the Stripe portal.

If you cancelled your subscription but were still charged, please contact our support team with your account email and transaction details so we can investigate.

Before Opening a PayPal, Bank, or Card Dispute ​

If you were charged for a subscription you want refunded, contact our support team first before opening a dispute or chargeback with your payment provider (PayPal, bank, or credit card company).

⚠️ Important: When a payment dispute or chargeback is open, the payment provider typically prevents merchants from issuing a direct refund. This means opening a dispute can actually delay your refund rather than speed it up.

For recognized ThemeIsle subscription charges, the fastest way to get a refund is:

  1. Contact our support team with your account email and transaction details.
  2. Allow the support team to review your request under our 30-day refund policy.
  3. If approved, your refund will be processed directly — no dispute needed.

📝 Note: If you believe a charge is genuinely unauthorized or fraudulent (i.e., you did not make the purchase and no one in your household or organization did), you should still report it to your bank or payment provider. The guidance above applies to standard refund requests for recognized ThemeIsle subscriptions.

If You Already Opened a Dispute or Chargeback ​

If you have already filed a dispute with PayPal, your bank, or your credit card provider, our support team may be unable to process a refund until the dispute is withdrawn or resolved. This is a limitation imposed by the payment provider, not by ThemeIsle.

To allow us to issue your refund directly:

  1. Contact your payment provider (PayPal, bank, or card issuer) and request to withdraw or close the dispute.
  2. Once the dispute is closed, reply to your support ticket or open a new one and let us know the dispute has been resolved.
  3. Our support team will then review and process your refund request.

💡 Tip: Withdrawing a dispute does not mean you lose the right to a refund. It simply allows ThemeIsle to process the refund directly, which is usually faster than waiting for the dispute process to complete.

Need Help? ​

If you have any questions or need assistance, please contact our support team before submitting a refund request.