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[Partners](https://knowledge.hubspot.com/partners) - [Marketplace](https://knowledge.hubspot.com/partners/topics#marketplace) - Request a refund in the HubSpot Marketplace # Request a refund in the HubSpot Marketplace Last updated: July 30, 2026 #### Available with any of the following [subscriptions](https://knowledge.hubspot.com/billing/where-can-i-find-my-subscription-and-contacts-or-email-send-limit-information-in-hubspot), except where noted: -  [Marketing Hub](https://www.hubspot.com/products/marketing)  Professional, Enterprise -  [Content Hub](https://www.hubspot.com/products/content)  Starter, Professional, Enterprise - [Legacy Marketing Hub Basic](https://www.hubspot.com/company-news/inbound-2018-product-announcements#sunset-marketing-basic) In the HubSpot Marketplace, providers are responsible for the items they sell to their customers. All Marketplace purchases are between the buyer and the provider via Stripe or PayPal. HubSpot has no control over the transaction. The guidelines below are curated from common consumer laws and serve as a baseline so customers and providers have consistent expectations. In addition to the guidelines below, some countries may have their own laws about refunds for digital goods that also apply. ## Reasons to request a refund If you've purchased an item from the HubSpot Marketplace and experience any of the following issues, [request a refund](https://knowledge.hubspot.com/resources/marketplace-customers-frequently-asked-questions#refund) from the provider.  [](https://knowledge.hubspot.com) ### Purchased item doesn’t match description An item does not match its description when it is, upon purchase, materially different from the way it is represented in its description or preview. If it turns out the item is "not as described" you may be entitled to a refund. [](https://knowledge.hubspot.com) ### Purchased item doesn't work the way it should If an item doesn't work the way that it should and can't easily be fixed, you may be entitled to a refund of the item. If the item can be fixed, the provider is required to do so promptly by updating the item on the HubSpot Marketplace. [](https://knowledge.hubspot.com) ### Purchased item support or setup was promised but not provided If a provider advertises their item as including item support or setup and you are not provided with that service, you may be entitled to a refund of your purchase. [](https://knowledge.hubspot.com) ### Purchased item has a security vulnerability If a purchased item has a security vulnerability and isn't quickly or easily fixed, you are entitled to a refund of the item. If the item can be fixed, the provider should do so promptly by updating the item on the HubSpot Marketplace. ## Request a refund 1. In your HubSpot account, click the __Marketplace icon__ in the top navigation bar, then select __Marketplace Downloads__. 2. To request a refund for a module, click the __Modules__ tab. 3. Next to the theme or module, click the __Actions__ dropdown menu and select __Request a refund__. ## Reasons why a refund may not be given If the item matches its description and works the way it should, there is generally no obligation for the provider to offer a refund. Some example situations might include, but are not limited to: - You changed your mind and don't want it after you've purchased it. - The item didn't meet your expectations. - You bought an item by mistake. - You don't have sufficient expertise to use the item. ## What happens after a refund HubSpot automatically removes the files associated with the item, as well as any dependencies (e.g., pages created, cloned templates and modules) created from the item. When the provider issues the refund through Stripe, the Stripe API notifies the HubSpot platform which removes these templates from the buyer's account. Marketplace Was this article helpful? Yes No Thanks for letting us know. How would you describe this article? Inaccurate: it doesn’t reflect what I see in the product Unclear: it’s difficult to understand Missing information: it’s not comprehensive enough Irrelevant: it doesn’t match what I searched for Great! Is there anything we could change to make it even more helpful? Is there anything we could change to make this article helpful? Allow HubSpot to contact me about my documentation feedback. Email address Only used if we need clarification on your feedback. Thank you for your feedback, it means a lot to us. This form is used for documentation feedback only. 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