A File I Bought or Wanted to Buy Has Disappeared from the System. What Happened?

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Note: This post hasn't been updated in over 2 years.

The case of the vanishing item. It happens sometimes. This Knowledgebase article will tell you why, and what you can do about it.

This article is reposted from the Envato Knowledgebase, which contains information on all the Envato sites, and is a helpful resource for authors, buyers and users.

On the Marketplaces, files can be removed for sale or download for a number of reasons, which includes but is not limited to the following:

  • We may have received a copyright complaint about the item.
  • The author may have decided to delete the file from our system.
  • The file may have been disabled due to a problem with it, and could be re-activated again after the problem is fixed and the author has updated it.

Unfortunately when a file is removed or deleted from our system we cannot continue to offer it for purchase nor can we continue to offer it as a download for customers who have already purchased the item. It is important to note that Envato does not make gurarantees as to the ongoing availability of files following initial download for these reasons.

This is why we strongly encourage users to download their files immediately after purchase and to store the originals in a safe place for future access. If you’re having problems with a file which is no longer available for download then see below if you are eligible for a refund.

Am I eligible for a refund?

Envato does have a refund policy surrounding removed files, and we will gladly honor it provided that one of the following two critera is met:

  • The file was removed within five days of your initial purchase.
  • You have never downloaded the file.

As always, if the file does not work as described, is corrupt or contains bugs and we can verify this, we will offer a full refund of the purchase cost. To submit a refund claim, please contact Support. Please only contact Support for a refund if you meet the above criteria.