We back what we sell. If an item does not work the way it should and we cannot fix it, you get your money back or account credit, whichever you prefer. That one is on us.
Either way, start with a ticket. We would rather fix the problem than refund it, and most of the time that is exactly what happens.
Duplicate and accidental charges are always refunded. Bought twice, bought the wrong tier, charged after you cancelled. Tell us and we will sort it out, no questions.
VIP Access Passes work differently, and it is worth saying why rather than just saying no. Your downloads are yours. We do not lock them, expire them, or take them back. That is what the GPL is for, and it also means there is nothing to hand back, so passes are not refundable.
That is what the free trial is for. Thirty days, ten premium plugins, the Update Manager, no credit card. You get to find out it works on your setup before you pay for anything.
The full policy is in our Terms and Conditions.