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What happens after I have requested a refund?

Once you’ve submitted a refund request, the author will review it and may contact you for more information, or try and resolve your issue.

Approve
If your request was approved, we’ll let you know. Your request will then be sent to our Help Team to be processed. Remember, once your refund has been processed, your right to use, download and rate the item is revoked.

If you have purchased more than one license for the same item, the rating will be removed only when the last remaining license has been refunded.

Decline
If the author declines your request, we’ll let you know that it is now closed. If you disagree with the decision, now will be the time to raise a dispute with us.

Hint: If your request was sent to the Avicii Help Team, one of our Help Officers will be in touch to assist you.
How long will it take for my refund request to be processed?
If your refund request is sent to an author you should expect to receive a response within five business days. If this doesn’t happen, you can “raise a dispute“, which means you ask our Help Team to look into it.

If your refund request is approved by the author, it is sent to the Avicii Marketplace Help Team for processing. This usually takes three to five business days.

How do I track the status of my refund request?

If your request was sent to the author, you will receive a confirmation email with a tracking link.

It is important you keep this link as you may need it to raise a dispute.

The tracking link gives you access to the refund request, where you can:

Monitor the progress of your refund request,
Communicate privately with the author (meaning that this conversation will be visible to you, the author and Avicii only),
Raise a dispute.

What if I need help?
If you would like to raise a dispute and ask us to investigate your refund request then please follow the steps listed below:

1. Follow the tracking link you have received in a refund request confirmation email. It will take you to your refund form where you will see a ‘raise a dispute’ hyperlink:

2. Once you click on ‘raise a dispute’ hyperlink, you will be able to provide the information required to proceed with your dispute:

3. Please provide a clear and detailed description of the problem. You can also attach any supporting screenshots. Note: Images must be .png or .jpeg and must not be more than 10MB in total.

4. Click ‘Raise Dispute’ button to complete the action.

5. We will review your dispute within 5 business days.

You might want to raise a dispute if:

Your request is valid according to our Refund Rules, but the author has declined anyway,
You haven’t received a response from the author within five days.
Once we receive your request we will:

Investigate all disputes,
Re-open a refund that was previously closed, if necessary,
Ask both you and/or the author for more information, in order to get a better idea of what’s going on,
Review all the information,
If your dispute relates to item support, try and contact the author to request support. For more information see our Item Support guidelines.
Remember: if we try and contact you to get more information but we don’t receive a response within five days, we will resolve the dispute based on the information we have available.

What role does Avicii Marketplace play?
We strongly recommend you contact the author as soon as you have an issue with your item.

When handling refund requests for items purchased on Avicii Marketplace the typical enquiries we receive are:

Problems with making payments and completing purchases.
Types of enquiries authors may receive are:

The item is broken, malfunctioning or not as described,
Problems with item support.
For refunds on Markets aside from Avicii Marketplace, the refund request is sent directly to us.

Track My Ticket

How do I request a refund?

If you have encountered an issue with your item, you may wish to request a refund. If your request meets our Avicii Marketplace Refund Rules, you can request a refund by following the guide available in ‘I’m I Eligible for refund?’.

Before requesting a refund

  • There’s a possibility that you can easily resolve the issue you’re facing with the item, before going through the process of requesting a refund.Read the item’s installation guide and documentation
    Check the item’s comments page, as you may find a solution to your issue there
    Contact the author via the Support tab on the item page (if the item is supported)
    Ensure the item is being used for its intended function and purpose (check the item description), Eg. is the item meant to be compatible with your WordPress software version?
    Search our Help Center for the issue you are experiencing
    How to request a refund
    Avicii Marketplace Refund Rules to check if you are eligible for a refund.To initiate the refund process, simply click on the button below. By doing so, you will be submitting a request for a refund.

Request a refund

What if the purchased item is no longer available?
There are several different reasons why an item may be removed from the market and therefore no longer available for download.

We recommend that you download and save an item as soon as you buy it, but if the item was removed before you had a chance to download it, refer to our Avicii Marketplace Refund Rules to check if you’re eligible for a refund.

FOR PHYSICAL ITEMS

RETURNING AN ITEM IS SIMPLE

We want to ensure you are absolutely satisfied with your purchase. If you’re not happy, we aren’t either. That’s why we will offer you 14 days to return any unwanted items back to us if you are not satisfied with your purchase(s). Items that get to you as a result of AVICII misdirection or misunderstanding. All you have to do is make sure that the items you wish to return are unused, unwashed, and undamaged. Please login to use the form below if needed…

ADDITIONAL INFORMATION

When returning any item(s) back to us, they are under your responsibility until we receive them. We advise you to use a courier which provides tracking to ensure that your item does not get lost. Please ensure that returning items are well packed to prevent any damages.

Pack your item securely, inserting any paperwork that was included when you requested your return from the Online Returns Center. If you don’t have the original product packaging, use a sturdy box and include padding such as packing bubbles or newspaper. Attach your return label to the package before mailing.

HERE’S HOW YOU CAN RETURN UNWANTED ITEM(S)

There’s two ways you can arrange to return unwanted items back to us:

A) Post Small Items Back To Us Yourself B) Arrange For Us To Collect Bulky Items
Post all  items within the allowed days of purchase for a refund*.
It’s advisable to choose from one of the reliable courier  services below. where you can track your items,
as we are not responsible for lost or damaged items during the process of returns.		 Contact us via email to get a returns
label sent to you via email. Simply print it off and our drivers will pick
up your items. You will be issued a refund or replacement once we receive the items*.

 

Return shipping is easy and flexible. You can return your package using a label from our Online Returns Center.

Return Shipping Costs

  • If you choose to ship the item on your own, if the return is the result of Avicii error, after obtaining our online return warehouse information using the form below: we’ll refund your return shipping costs up to a maximum amount, refund or replace your item for you.
  • If you return an item using a prepaid method (dropoff ) to any of our Online Return Center closeby, and the reason for return is not a result of an Avicii error, the cost of return shipping will be deducted from your refund if your item qualifies for a free return.
  • If you ship an item that is not as a result of Avicii error if returns apply to that item, you will be refunded or the item will be replaced, but the shipping fee will not be refunded to you.
  • If the fault was investigated and discovered that the fault was ours after all transaction, the goods may either be replaced or the refund depending on the situation involved. Please use the form below if needed.

Return Items You Didn’t Order

The Online Returns Proceedings allows you to return items you did not order.

There are a few instances where you may receive something you didn’t order:

Extra Item

You may have received an extra item in your shipment. If this is the case and you’d like to return it, you can go through the Online Returns Proceedings to state the item that was purchased and the extra item that was included.

Wrong Item

If you placed an order but received the wrong item, you can return the wrong item for a refund or a replacement of the item you did not receive through the Online Returns Proceeding by selecting the Wrong item was sent reason.

Return shipping fees will be communicated on the Online Returns Proceedings.

About Items That Can’t Be Returned

Some items cannot be returned to AVICII

AVICII doesn’t accept returns of the following items:

Items classified as NON REFUNDABLE IF THE ITEM AS STAYED LONGER THE EXPECTED TIME FRAME OF RETURN AND REFUNDS.

About Return Shipping Methods

Depending on the items you’re returning and the reason for your return, your shipping methods may vary for your return.

UPS
FedEx
DHL
TNT
EMS
TOLL
Canada post
e-EMS
ePacket
Singapore Post
Swiss Post
Sweden Post
Russian Air
Special Line-YW
DHL Global Mail
S.F. Express & More.

Refund Reason

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