Refund Policy

Optivex aims to be fair and clear about refunds. Because Shopify themes and digital products can be downloaded, copied, and used immediately, refunds are limited once access has been delivered.

Shopify themes and digital products are delivered electronically. Refunds are generally unavailable after a file has been downloaded, a license has been delivered, or access has been granted.

We may consider refund requests for specific situations where a fair resolution is appropriate.

• Duplicate purchases of the same product by the same customer.
• Corrupted files that we cannot replace or repair.
• Technical issues that prevent use of the purchased product and cannot be resolved by Optivex.
• Incorrect product delivery where you received a different product than the one purchased.

Deposits for custom Shopify design or development are non-refundable once work begins. Completed work, planning, design, code, project management, and consultation time remain billable.

If a project is paused or cancelled, Optivex may invoice for completed work and committed resources up to the cancellation date.

Changes to project scope, additional features, new pages, extra revisions, third-party integrations, or timeline changes require mutual agreement and may require additional payment.

Refund requests for theme installation or setup services are reviewed individually. If installation work has already started or been completed, the completed work remains billable.

To request a review, email optivexdigital@outlook.com with your order email, product or project name, purchase date, and a clear description of the issue. We may ask for screenshots, browser details, Shopify theme details, or temporary access to diagnose technical issues.