All products include the following buyer protections to ensure you have a great experience with Extendware. You can see the specific protections each product offers by looking at the product page.
Below is an explanation of what we mean when we say "Buyer Protection":
Refund Guarantee - So You Can Buy With Confidence!
We offer 30-day money back guarantee for all our extensions.
That means you can get a full refund if you are not satisfied with any of our extensions during 30 days after the purchase, unless any copyright is infringed. To request a refund, please contact support.
All refund requests submitted after 30 days are not accepted. Software Upgrades and fees for service (installation, conflict resolution, and customization services) are not refundable.
Our refund policy shows our confidence in our product offerings and protects you and your purchases. When buying from Extendware you can buy with confidence and peace of mind.
We strongly urge you to ask for assistance with installation and configuration if that process is difficult for you to do manually. We offer a $49 Installation and Configuration service ( $150 Value). Just ask our support team or purchase here!
Note: 1) Services are NOT refundable. This includes if you order installation services as a product option. 2) You cannot order a product, refund it, order it again, refund it again and do this in perpetuity. If you have previously ordered a product and refunded it and then re-order the product, you no longer qualify for our refund guarantee. You will need to contact support to see what, if any, refund guarantee we can offer you.
Zero Cost Upgrades
You will receive product updates (new versions) for the specified time period (usually 90-180 days). During this period, any new versions will be automatically added to your Extendware account for you to download. We have have over 350 releases across our various extensions. We do not "release and abandon" extensions. We constantly improve them and we are able to do this because we do not offer lifetime upgrades (be wary of any extension that offers this type of "lifetime" upgrade). In addition, you may always get access to updates past your initial time period for a very discounted price.
All products come with a free support term of one (1) month. We will offer you reasonable guidance and point you in the right direction if you experience a problem. Zero cost support does not mean we install software, configure your server, modify your templates, or other development activities. We sometimes will do some of these because we are fanatical about customer support, but usually this will be a separate charge as not every customer needs these services.
Free Support does NOT include:
- Extension installation (Need Installation Assistance? You can order Extension Installation Service.)
- Fixing installation problems (Need Issue Resolution? You can order Issue Resolution.)
- Adjusting the extension look to fit your store (Need Extension Configuration? You can order Extension Customization.)
- Customizations to the extensions or products (Need Customization? You can order Magento Development.)
- Fulfilling with live data, products, rules, or what is applicable for the extension(s)
- Further re-configuring after services are completed. Services are done one-time per order.
Zero Tolerance for Abuse Policy
We’re fair and we’ve found most of our clients are as well. We support a reasonable number of support requests that pertain to Extendware and our extensions. If a client requests support for items that are not related to Extendware, we will let you know that we can't assist with those requests and where you can go for additional help. 99% of our customers are awesome and we love working with them, however a minor number do push the friendship boundary, but we will always let you know if you’re stretching the friendship.
Finally, we have no tolerance for abusive language, harrassment, threats, or anything remotely related to those topics. If you or someone from your team verbally abuses, harrasses, or threatens anyone from the Extendware Sales, Support, or Customer Service team or any of our partners, all of your Extendware license(s) will be immediately revoked and no refund will be provided. Any language or threats that require law enforcement review will be passed on to the appropriate agency.