Request a refund in the HubSpot Marketplace

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 from the provider. 

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.

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.

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.

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 marketplace 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.