Requesting a refund
If an add-on does not work as described, we will make it right or refund you. When a refund applies, and what to include when you ask.
Updated 3 min read By the D.C Style team
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If a D.C Style add-on doesn't work as described, you can ask for a refund. To ask, open a support ticket with your order number and the reason. We review every request within 2–3 business days. The full rules are in our refund policy. This guide explains them in plain words.
When a refund applies
You can ask for a refund when:
- The add-on fails to install because of a defect in it.
- Its main features don't work as described on the product page.
- It has significant compatibility problems with the XenForo version it says it supports.
- The product page misrepresented what it does.
When a refund doesn't apply
Refunds aren't given for:
- A change of mind after buying.
- Forums that have been heavily modified, where the problem comes from those changes.
- Problems caused by installing or configuring the add-on incorrectly.
- Design preferences, such as not liking how something looks.
Most "it doesn't work" problems turn out to be a permission not granted, a widget not placed or an option not set. Those are quick to fix, and we'd rather get the add-on working for you. Installed an add-on but nothing shows up? covers the usual causes.
Time limits
Ask within 30 days of buying for most products, or within 14 days for heavily discounted items. Check the refund policy for the details that apply to your purchase.
How to ask for a refund
- Open Orders & Invoices and open the invoice for the purchase.
- Click Billing question or refund. A support ticket opens with the invoice number already filled in. You can also open a ticket yourself and add your order number.
- Explain what doesn't work: what you expected, what happens instead, and any error message. Include your XenForo version and the add-on version.
The more detail you give, the faster we can decide. Often we can fix the problem in the same ticket, which is usually quicker than waiting for a refund and buying something else. Get help fast lists what's most useful to include.
What happens next
We review your request within 2–3 business days and reply in the ticket. If we approve a refund, we'll confirm it there. If we need more information, or want to try a fix first, we'll ask in the same ticket.
Tip: Before asking, check the add-on's own guide in Add-on Guides. Most set-up steps that people miss are listed there.
Still stuck? Open a support ticket with your order number and what isn't working. We'll look into it and tell you the options.