Refund and Returns Policy

This Refund and Returns Policy describes the conditions applying to requests concerning products purchased from The Waffle.

The products available on the website are primarily digital content, such as WordPress plugins and themes, supplied by download or through specific licensing and activation arrangements. For this reason, they cannot be physically returned like tangible goods.

This policy does not restrict consumers’ mandatory rights under applicable law.

Digital products

Downloadable products purchased from The Waffle are normally made available in the customer account area once the order has been completed.

Once the supply of digital content has begun, for example by making the download available and starting it in accordance with applicable law, the product cannot be physically “returned”.

This does not mean that every sale of a digital product is automatically excluded from all rights of withdrawal or refund. The conditions established by law and described in this policy apply.

Consumers’ right of withdrawal

If you purchase as a consumer, you may benefit from the right of withdrawal provided by the law applicable to distance purchases.

For digital content not supplied on a tangible medium, however, the law provides for specific conditions when supply begins during the withdrawal period.

Where required by law, before immediate supply begins you will be asked to give your express consent to the commencement of performance during the withdrawal period and to acknowledge that, once performance begins, you will lose your right of withdrawal in the circumstances provided for by applicable law.

Where these conditions are met and the supply of digital content has begun, the right of withdrawal can no longer be exercised for that content in the circumstances provided for by law.

If, however, the conditions required for the loss of the right of withdrawal have not been met, the consumer retains the rights granted under applicable law.

When you can request assistance or a refund

If you encounter a problem with a product you have purchased, please contact us through the support system available in your account.

We will assess your request based on the product's characteristics, the reported problem, the available information and the rights applicable to your purchase.

A request may be considered, for example, when:

• the file supplied is corrupted or cannot be downloaded due to a problem attributable to The Waffle;
• you received a different product from the one you purchased;
• a licence or activation expressly included in the purchase is not provided or does not work in accordance with the conditions stated on the product page;
• the digital content has a conformity issue for which applicable law provides a remedy;
• a duplicate payment or another verifiable transaction error has occurred;
• a refund is otherwise due under mandatory statutory rights.

Before a refund

Where the problem can reasonably be resolved, we may ask you for the information needed to identify it and attempt to provide an appropriate solution.

Depending on the circumstances, the solution may involve replacing or making the file available again, correcting a download issue, checking the licence or activation, or taking another measure appropriate to the nature of the problem.

Where applicable law grants consumers specific remedies for non-conforming digital content, those remedies remain fully applicable.

Situations that do not normally entitle you to a refund

Without prejudice to the right of withdrawal where it still applies and other mandatory statutory rights, a refund is not normally due when:

• you have simply changed your mind after the supply of digital content has lawfully begun and you have lost your right of withdrawal under the conditions laid down by law;
• you purchased the product by mistake despite its characteristics being clearly stated before purchase;
• the feature you wanted was not listed among the product's characteristics;
• the problem results from incorrect use, changes made to the software or an unsupported configuration;
• the problem arises from incompatibility with themes, plugins, PHP versions, servers or other third-party components, and that incompatibility does not constitute a lack of conformity attributable to the product supplied;
• you request features, customisations or services that were not included in the product purchased;
• you request access to the original developer’s official support when that service was not expressly included in the purchase;
• a new version released by the original developer is not yet available on The Waffle, without prejudice to any applicable rights in the event of non-conformity.

These exclusions must not be interpreted as limiting the mandatory rights granted to consumers under applicable law.

Product compatibility

Before purchasing, please check the product’s characteristics and, where relevant, its requirements concerning WordPress, WooCommerce, PHP or other components needed for it to work.

Plugins and themes may interact with software and configurations developed by third parties. It is therefore not possible to guarantee compatibility in advance with every possible combination of theme, plugin, server or configuration.

If you have any doubts about a product’s compatibility, you can contact us before purchasing.

Bugs and updates from original developers

The Waffle also distributes products developed and maintained by third parties and, unless expressly stated otherwise, is not the original developer of such software.

A bug in the original software does not automatically entitle you to a refund from The Waffle. We will assess the situation in light of the nature of the problem, the product's stated characteristics and the rights provided under applicable law.

Similarly, the time at which a new version becomes available on The Waffle may not exactly match its release by the original developer.

Products with a licence or activation

Some products available on The Waffle include a licence, activation or service with specific features and duration.

The conditions stated on the relevant product page, including duration, number of sites that can be activated and terms of use, form an integral part of the purchase.

If a licence or activation included in your purchase has a problem, please open a support request so that we can investigate it.

Any refund will be assessed based on the nature of the problem, whether the service can be properly restored and the rights provided under applicable law.

How to request assistance or a refund

If you have a problem with a purchase, sign in to your The Waffle account and use the support system, specifying the product or order concerned.

Describe the problem as accurately as possible. Where necessary, we may ask you for additional technical information to investigate the issue.

If the problem cannot be resolved and the conditions for a refund are met, we will process the refund accordingly.

You can also contact us at info@thewaffle.eu.

Refund methods

Where a refund is due or approved, it is normally made using the same payment method as the original transaction, unless another method is permitted by law and agreed with you.

The time it takes for the amount to become visible again may depend on the payment network, bank or provider used.

Where a refund results from exercising a statutory right, the maximum time limits laid down by law will be observed.

Effects of a refund

Where an order or product is fully refunded, we may revoke access to the relevant download and, where applicable, deactivate the licence, activation or other services associated with the refunded purchase.

Any subsequent use of the software remains subject to the rights arising directly from the licence applicable to that software; however, a refund does not confer the right to continue using services, downloads, licences or other features provided separately by The Waffle.

Purchases by professionals and businesses

Certain protections provided by consumer law, including the right of withdrawal, may not apply to purchases made in the course of a business, trade, craft or professional activity.

The agreed contractual terms and any other statutory rights remain applicable.

Rights relating to digital content

The loss of the right of withdrawal, where it has validly occurred, does not remove the other rights granted to consumers by law.

In particular, any remedies provided by law for digital content that does not conform to the contract remain applicable.

Nothing in this Refund and Returns Policy is intended to exclude or limit rights that cannot be excluded or limited by contract.

Changes to the Refund and Returns Policy

We may update this policy when products, services, sales arrangements or applicable legal obligations change.

Changes do not affect rights already accrued in relation to purchases made before the update.

The updated version will be published on this page, stating the date of the last change.

Contact

For requests concerning refunds, product problems or clarification of this policy, you can use the support system available in your account or contact us at info@thewaffle.eu.

For further terms applicable to purchases, please also see our Terms and Conditions.

Last updated: 30 September 2026