How to request a refund for a purchased template
Framer’s marketplace features templates from independent creators, each with its own refund policy. While Framer can assist with communication, refund decisions are ultimately up to the seller.
Follow these steps to improve your chances of a smooth resolution.
Check the creator’s refund policy
Framer requires every template on the marketplace to outline its refund terms on the sales checkout page. Some creators may offer refunds only for critical bugs, while others might have a strict no-refund policy once the template has been downloaded. Review the terms carefully to determine if your situation qualifies. If no policy is explicitly listed, mention this in your communication and politely ask how they handle refunds.
Contact the template creator
Reach out directly to the creator who sold you the template. Each listing includes the creator’s support email on the Template Marketplace page. Clearly explain why you’re requesting a refund—whether due to a technical issue, misaligned expectations, or another reason—and provide relevant details to help them understand your concerns. A polite and well-structured request increases the chances of a positive outcome.
Next steps if you don’t hear back
If the creator doesn’t respond within a reasonable timeframe (typically about a week), you have a few options. Send a polite follow-up email or message to remind them that you’re still awaiting a resolution. If they still don’t reply, contact Framer Support with your purchase details and proof of attempted contact. While Framer doesn’t issue refunds, the team can help facilitate communication with the creator.
Because each template is managed independently, handling refunds isn’t always as straightforward as purchasing from a centralized store. However, by reviewing the terms, contacting the seller, and following up as needed, you’ll have the best chance of reaching a fair resolution. While Framer doesn’t control refund decisions, the team is available to assist if you’re unable to reach the creator directly.
If you need assistance or have specific questions about templates, email us at marketplace@framer.com.