Frequently Asked Questions
How does the payment process work? and when will I get my theme?
Which payment options do you offer? Do you accept PayPal?
I haven’t received any email and can’t log in yet, how long will it take?
Remember to leave us your Order number as well as your Username created on HaloThemes.
Do you offer a refund?
In case our templates or extensions get any issue that we cannot help, we will refund the full price you paid immediately.
Why a refund may not be given
- You don’t want it after you’ve downloaded it.
- The item did not meet your expectations.
- You simply change your mind.
- You bought an item by mistake
- You do not have sufficient expertise to use the item.
- You ask for goodwill, or
- You can no longer access the item because it has been removed / discontinue (we advise you to download items as soon as you have purchased them to avoid this situation).
- Refund is not applicable on Custom Service (such as custom development works, consulting works and any order services we provide)
A refund may be given
1. Product Not-As-Described
Such issues should be reported to our Technical Support Department within 7 days from the date of the purchase. Clear evidence must be provided proving that the purchased product is not as it is described on the website. Complaints which are based merely on the customer’s false expectations or wishes are not honored.
2. Major Defects
Although all the products are thoroughly tested before release, unexpected errors may occur. Such issues must be submitted for our Technical Support Department. We keep the right to rectify the error or defect within 72 hours (exclude Sartuday and Sunday). Please note that our technicians can request temporary access to your server in order to identify and fix the possible issues with our Products. Failure to provide such access in a timely manner may result in a delayed resolution of the issue. Refusal to provide access to your sever will result in your inability to qualify for a refund.
3. Items that have not been downloaded
If you have not downloaded a purchased item within 15 days from the date of purchase, you may be eligible for refund. You will be required to provide the author of that item your purchase code in order for the author to verify your claim that you have not downloaded an item. Although we think 15 days is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven’t downloaded the item.
Do I get theme updates for new versions of Magento?
Am I able to change/modify the themes in any way?
What browsers are your Magento themes compatible with?
- IE 9
My store is in a different language? Is that okay?
What do you consider unauthorized use?
All template XML copyright data must remain as is when purchased, you agree not to edit this information in any way. All of our templates are subject to copyright and intellectual property laws, you may not claim intellectual or exclusive ownership to any of our products, modified or unmodified.
Technical Troubleshooting Questions & Answers
The installation doesn’t work. I got a blank page or an error page. What should I do?
I installed the Full Demo Site package successfully but my site doesn’t look like HaloThemes’ demo site.
I can’t install 3rd-party extension from Magento Connect after installed the demo package.
Shopify Theme Questions
Will your template be fully compatible with Shopify?
I cannot upload the theme to my Shopify store / Shopify alerts that the file is too big to upload, what is the problem?
1/ Download the package. (the file is in zip format)
2/ Extract the file you’ve just downloaded.
3/ Find this file from the extracted data: name-theme-source-X-X-X.zip, then you just need to upload this file to your Shopify store.
What I have to do when I need your support?
1/ Create a staff account for us (with Themes permission and Settings permission) http://docs.shopify.com/manual/settings/account/staff-members
2/ Capture screenshot or video for the issue you get.
3/ Specify which template and version you are using.
4/ Describe clearly how to reproduce the issue.
5/ Send all information (staff account, screenshot, video, template name and version, description of the issues, link) to firstname.lastname@example.org