Refund Policy

This Refund Policy explains when you can request a refund for a purchase made on MyLayoutLab, and how the process works. It forms part of our Terms & Conditions.

Business Information

• Legal entity: Tentix EOOD
• Trading name: MyLayoutLab
• UIC: 208829033
• Registered address: 49A Bulgaria Blvd., floor 3, office 22, Sofia 1404, Triaditsa District, Bulgaria
• Support: support@mylayoutlab.com
• Phone: +359 24 367 581

Overview

MyLayoutLab sells digital products, including web templates, CMS themes, presentation decks and graphic assets. Because these are delivered digitally and become available immediately, refunds work differently than for physical goods. This policy sets out the cases where a refund may or may not be granted, and how to ask for one.

Refund period

You may request a refund within 14 days of the date of purchase. Requests made after 14 days may be declined, unless a longer period is required by law.

When a refund may be granted

We may grant a refund where:

• The product was not delivered: your payment went through, but the product did not become available in your account.
• The product is faulty: it has a substantial technical defect that prevents its intended use, and we are unable to provide a working fix within a reasonable time.
• You were charged twice: you bought the same product more than once by mistake.
• The transaction was unauthorised: a charge was made without your authorisation and you provide reasonable supporting evidence.

When a refund will not be granted

Refunds are generally not available where:

• you have simply changed your mind after downloading the product;
• you are unable to install, configure, or use the product due to a lack of technical knowledge;
• the product is incompatible with third-party software, plugins, hosting, or customisations that we do not list as supported;
• the product has been made available for download or has already been downloaded, to the extent permitted by applicable law;
• you did not review the product description, features, or requirements before buying.

Your right of withdrawal

If you are an EU consumer, you generally have 14 days to withdraw from a distance contract. Where you request immediate access to digital content, we will ask you at checkout to expressly consent to supply beginning immediately and to acknowledge that you will lose your right of withdrawal once access or downloading begins.

If the required express consent and acknowledgement have not been obtained, your statutory withdrawal rights remain unaffected. The loss of the withdrawal right does not affect your rights where a Product is faulty, misdescribed, not delivered or otherwise non-conforming.

How to request a refund

Email us at support@mylayoutlab.com within the refund period and include your order number and a short explanation of the problem. To help us review your request quickly, please also provide, where relevant, proof of payment, screenshots, or any error messages.

We review each request individually and in accordance with applicable law and your statutory rights. We aim to respond within 14 calendar days. If we reasonably require additional information to assess your request, we may ask you to provide it. A request may be delayed or declined where the necessary information is not provided and we cannot otherwise verify the claim. 

Chargebacks

If something goes wrong with a payment, we encourage you to contact us first so that we have an opportunity to resolve the issue. This does not limit your legal rights or any rights available through your bank or card issuer.

Where a payment is formally disputed or reasonably suspected to be fraudulent, we may apply proportionate temporary restrictions to the relevant account or transaction while the dispute is investigated. Such restrictions will not be used to penalise a legitimate chargeback and will not permanently remove access to unrelated previously purchased Products.

How refunds are paid

Approved refunds will be returned to the original payment method unless otherwise agreed or required by law. We will initiate the refund without undue delay and within 14 calendar days where required by applicable law. After the refund has been initiated, your bank or payment provider may require additional time to credit the funds to your account. 

Changes to this policy

We may update this Refund Policy from time to time, for example to reflect changes in our products or the law. The current version, with its effective date, is always on this page.

Contact

To request a refund or ask about this policy, contact us at support@mylayoutlab.com, or by post to Tentix EOOD, 49A Bulgaria Blvd., floor 3, office 22, Sofia 1404, Triaditsa District, Bulgaria.