Last updated: April 30, 2026
Quick Reference
For Google Shopping & free listings. Detailed terms by service line follow below this section.
| Item | Policy |
|---|---|
| Return / exchange window | 30 days from the date of purchase |
| Return method | All products are 100% digital. Refund and exchange requests are submitted by email to support@metropolitanhost.com. |
| Return shipping fee | $0 (digital goods — nothing ships). |
| Restocking fee | None. |
| Refund issuance | Original payment method. Stripe refunds settle in 5–10 business days; PayPal in 3–5 business days. |
| Response time | We respond to refund and exchange requests within 2 business days. |
| Country scope | Worldwide. |
Returns
We accept returns for defective products only.
A “defective product” means the template file, code, or design assets are broken, corrupted, or fail to function as documented. Examples that qualify:
- Files cannot be extracted, opened, or installed per the included documentation.
- Source code contains errors that prevent the template from rendering or running.
- Critical features advertised in the product description are missing or non-functional.
- The download link is broken or the file delivered is empty or corrupted.
Defective-product returns are eligible for a full refund within 30 days of purchase, processed via the original payment method.
Returns are not accepted for: change of mind, the template not matching the buyer’s personal taste, choosing the wrong template by mistake, or any other reason where the file functions exactly as described. For those cases, see Exchanges below — we’ll happily swap your template for another.
Exchanges
Yes — we accept exchanges. If you purchased a template and decide it isn’t the right fit, you can exchange it for another template at any time within 30 days of purchase, with no exchange fee.
Two scenarios are covered:
- Exchange for another template within the same theme family — for example, swap Cannabical Vue.js Template for Cannabical WordPress Theme (same template, different framework).
- Exchange for a completely different template — for example, swap Cannabical for Webud, or swap an HTML template for a WordPress theme.
If the new template costs more than the original, you pay the difference. If it costs less, the difference is refunded to your original payment method.
To request an exchange, email support@metropolitanhost.com with your order number, the template you want to exchange, and the template you’d like to receive instead. Once the exchange is approved, the original template’s license is revoked and the new template’s license is issued by email.
Detailed policy by service line
We want you to be happy with your purchase. This policy explains when refunds are available, how to request one, and how cancellations work across our different service lines.
Template Customization Packages (one-time, $899–$2,499)
- 2-Week Delivery Guarantee. Every package ships in 14 days or less, measured from the date we receive your complete kickoff brief and site access. If we miss this deadline for reasons within our control, you’re entitled to a full refund — just email us within 7 days.
- Before kickoff call: full refund, minus a 5% payment-processing fee.
- After kickoff but before design review (typically days 1–5): 75% refund.
- After design review (day 5 onwards): 50% refund; the work-in-progress and source files are delivered to you.
- After handover: non-refundable; any in-scope fixes are handled through the included support window.
Custom Branded Design Packages (one-time, $5,000–$15,000)
- A written Statement of Work precedes every project. It details milestones, deliverables, and any custom refund terms specific to the engagement.
- Before kickoff: full refund minus processing fees.
- After kickoff, before first milestone: 70% refund.
- After first milestone: prorated based on milestones completed. Work-in-progress is delivered.
- After final delivery: non-refundable; covered by the included support window instead.
Monthly Maintenance Plans (recurring, $500–$1,500/mo)
- Cancel anytime. Cancel from your account page or by emailing us. No cancellation fees.
- Monthly plans: your current month remains active through the end of the billing period. No partial-month refunds — you keep the service you paid for through the end of the cycle.
- Annual plans (20% discount): if you cancel before the 12-month term ends, you’re refunded for remaining full months at the non-discounted monthly rate. Example: canceling a $4,800/year Care Plan after 4 months = refund of 8 × $500 = $4,000.
- Failed recurring charges: we retry for 7 days. After that, the plan is paused until payment details are updated. No refunds for paused-plan downtime.
One-Off WordPress Services
- Before kickoff: full refund minus processing fees.
- During delivery: refund for remaining undelivered scope, at our discretion.
- After handover: the service includes a 14-day free fix window. If we can’t deliver what was promised in writing, you’re entitled to a full refund.
Template Downloads (ThemeForest + Direct)
- Templates sold through ThemeForest are subject to Envato’s refund rules. Contact ThemeForest support for refund requests on those purchases.
- Templates purchased directly from metropolitanhost.com follow Envato’s equivalent rules: refunds are available for items that don’t work as described or contain substantial defects, when reported within 30 days of purchase. No refunds for buyer’s remorse on digital downloads that function as described.
Digital Delivery & Fulfillment
Everything sold at metropolitanhost.com is 100% digital — no physical goods ship, no carriers, no tracking numbers, no shipping fees.
- Instant delivery. The moment your payment clears, your download link and license key are generated — typically within two minutes.
- Delivery channels. Every order confirmation email includes a secure download link and license key. You can also access every purchase any time from metropolitanhost.com/my-account/ or the customer portal at my.metropolitanhost.com.
- What you receive. Template purchases ship as a ZIP archive containing source files, documentation, and your license key. Package, maintenance, and service orders are delivered by email with project access credentials and a kickoff brief.
- No shipping charges. There is no shipping fee on any product or service. Nothing ships physically, so no carrier, tracking number, or delivery address is needed.
- Trouble receiving a download? First check your spam folder, then sign in at /my-account/ or my.metropolitanhost.com. If it still isn’t there, email info@metropolitanhost.com and we’ll re-send within one business day.
How to Request a Refund
- Email info@metropolitanhost.com with your order number and the reason for the request.
- We’ll respond within 2 business days.
- Approved refunds are processed via the original payment method. Stripe refunds typically settle in 5–10 business days; PayPal in 3–5.
Chargebacks
Please contact us first before initiating a chargeback — we respond fast and in good faith. Chargebacks initiated without prior contact may be contested with supporting documentation.
Contact
Questions? Email info@metropolitanhost.com.