Support Policy

Last Updated: November 3, 2026

At PressLayouts, we believe great products deserve great support. Our commitment doesn’t end when you purchase a theme. We want you to have a smooth experience setting up, using, and maintaining your website with our products.

This Support Policy explains what support is included with your purchase, how to contact our team, what assistance you can expect, and which services fall outside our standard theme support.

Whether you purchase directly from PressLayouts.com or through ThemeForest, we’re committed to providing professional assistance in accordance with the support terms applicable to your purchase.

1. Our Support Commitment

We are committed to providing reliable, friendly, and professional technical support for our WordPress and WooCommerce themes.

Our support team can help you with theme-related questions, installation guidance, configuration assistance, troubleshooting, and verified theme issues.

Our goal is to help you get the most out of your purchased theme and resolve supported technical issues as efficiently as possible.

When you purchase directly from PressLayouts.com, you receive:

12 months of premium technical support.
Lifetime free theme updates.
Direct access to our official support team.
Assistance with supported theme functionality and verified theme-related issues.

We want you to feel confident knowing that help is available when you need it.

2. What Is Included in Our Support?

Our standard theme support covers assistance with the proper use and functionality of our products.

The following areas are included:

Theme Installation and Setup

Guidance for installing your purchased theme.
Assistance with theme activation and initial configuration.
Help importing supported demo content.
Guidance on setting up theme options and recommended configurations.
Assistance with required theme plugins and included resources.

Theme Features and Functionality

Answers to questions about available theme features.
Guidance on using theme options and customization settings.
Assistance with supported theme functionality.
Help understanding theme documentation and recommended settings.

Bug Reports and Technical Issues

Investigation of reported theme bugs.
Fixes for verified issues caused by our theme.
Troubleshooting theme-related errors and unexpected behavior.
Assistance with issues affecting the original theme functionality.

Compatibility Assistance

Assistance with supported versions of WordPress and WooCommerce.
Investigation of compatibility issues involving officially supported or bundled plugins.
Guidance when a theme update causes an issue with supported functionality.

License and Product Assistance

Help with theme license activation.
Assistance with purchase verification.
Guidance on accessing theme updates and downloads.
Help with product-related account and download questions.

Our team will review each request and provide guidance or a solution based on the nature of the issue.

3. What Is Not Included in Theme Support?

To keep our support service focused on theme functionality and technical issues, certain services are not included in standard theme support.

The following services require separate arrangements or may be available as paid services.

Custom Development and Modifications

Custom PHP, JavaScript, HTML, or CSS development.
Adding new features that are not included in the original theme.
Modifying existing theme functionality beyond its documented options.
Custom WooCommerce functionality or business logic.
Creating custom plugins or integrations.

Design and Customization Services

Custom website layouts or page designs.
Major design changes or redesigns.
Custom styling beyond the theme’s available settings.
Building custom pages or sections.
Replicating designs from other websites.

Third-Party Plugins and Services

Installation, configuration, or troubleshooting of unsupported third-party plugins.
Issues caused by third-party plugins or external integrations.
Custom plugin development or modifications.
Problems related to external services that are not officially supported by the theme.

We can help investigate whether a reported issue is related to our theme. However, resolving problems caused by unsupported third-party products may require assistance from their respective developers.

Website Hosting and Server Management

Web hosting setup and server administration.
PHP, MySQL, Apache, Nginx, or server configuration.
DNS, domain, SSL certificate, and email configuration.
Server migration and website recovery.
Hosting performance and infrastructure optimization.

Other Professional Services

Website speed optimization beyond verified theme-related issues.
SEO strategy and implementation.
Website content creation and data entry.
General WordPress training.
Malware removal, security audits, and hacked website recovery.

If you need assistance with any of these services, please contact us to discuss your requirements and available development or customization services.

4. Support Period and Eligibility

Support availability depends on where you purchased your theme.

Purchases from PressLayouts.com

When you purchase a theme directly from our official website, you receive 12 months of premium technical support, starting from your purchase date.

Your direct-store support includes:

Technical assistance for the purchased theme.
Help with supported theme functionality.
Investigation of verified theme-related issues.
Assistance with installation and configuration.
Guidance on product updates and license activation.

After the included 12-month support period expires, you may be able to renew your support.

Your support period and eligibility are separate from your theme update entitlement.

Purchases from ThemeForest

If you purchase through ThemeForest, your support is governed by the applicable Envato item support terms.

ThemeForest purchases generally include 6 months of standard item support, with an option to extend support under Envato’s applicable terms.

For ThemeForest purchases, please use the support channel associated with your Envato purchase.

Important: Direct-store support benefits and policies apply only to purchases made through PressLayouts.com. ThemeForest purchases remain subject to Envato’s applicable licensing and support terms.

5. Lifetime Free Theme Updates

We believe our customers should continue benefiting from improvements to their purchased themes.

Direct purchases from PressLayouts.com include lifetime free theme updates for the lifetime of the product, at no additional update charge.

Theme updates may include:

Bug fixes and technical improvements.
Compatibility updates for supported WordPress and WooCommerce versions.
Performance improvements.
New features and functionality.
Design refinements and enhancements.
Security-related fixes and improvements.

You can access available theme updates and downloads through your Freemius customer account.

Please note:

Lifetime free updates do not mean lifetime technical support.
Your 12-month premium support entitlement remains separate from your lifetime update entitlement.
Updates are provided for the lifetime of the product while it is maintained and distributed by PressLayouts.
Update availability and compatibility depend on the product, supported software versions, and third-party dependencies.

6. Support Response Time

We understand that timely assistance is important, especially when your website is experiencing an issue.

Our team aims to respond to support requests as promptly as possible during our normal business operations.

We understand that timely assistance is important, especially when your website is experiencing an issue.

Our support requests are processed according to the following schedule:

Support Hours: Monday to Friday, 8:00 AM to 10:00 PM (GMT +5:30).
Response Time: Within 24 hours, usually less.
Request Processing: Support requests are handled in the order they are received.
Weekends and Holidays: Requests submitted during weekends or public holidays will be processed on Monday or the next business day.

Our team aims to respond to every support request within the stated timeframe.

Please note that the initial response time and complete issue resolution time may differ. Some technical issues require additional investigation, testing, or information before a final solution can be provided.

To help us assist you faster:

Submit one support request for each issue.
Provide complete information when contacting us.
Include screenshots or a short video when helpful.
Respond to our requests for additional information.

Submitting multiple requests for the same issue may create confusion and delay the resolution process.

7. Before Contacting Support – Check Our Documentation First

Before submitting a support request, we strongly recommend reviewing the documentation provided for your purchased theme.

Our theme documentation contains useful information and step-by-step instructions covering installation, configuration, theme options, available features, demo imports, and other common setup questions.

Where can you find the documentation?

We provide a dedicated documentation link on every theme’s product page on PressLayouts.com. Visit your purchased theme’s product page and follow the documentation link to access the relevant guide.

We recommend following these steps:

Open your purchased theme’s product page on PressLayouts.com.
Find and open the theme documentation link.
Search for the feature, setting, or issue you need help with.
Follow the relevant instructions and try the recommended solution.
If you still need assistance, submit a support request through our official Support Center.

Our documentation is designed to help you find answers quickly without having to wait for a support response.

Still need help?

If the documentation does not resolve your issue or you need further technical assistance, our support team will be happy to help.

Visit Our Support Center

8. Theme Modifications and Third-Party Conflicts

We understand that customers often customize their websites to meet their individual business requirements.

However, modifications to theme files, custom code, and third-party integrations can affect the original theme functionality.

If an issue occurs after modifying theme files or installing third-party products, our team may need to investigate whether the problem originates from the original theme.

Please note:

We cannot guarantee support for custom modifications.
We are not responsible for issues introduced by unsupported third-party plugins or custom code.
Restoring modified theme files to their original state may be necessary to investigate certain issues.
Customization work may require a separate paid service.

We recommend using a child theme for custom code and keeping a backup before making changes.

9. Product Updates and Support for Modified Themes

We recommend keeping your purchased theme updated to benefit from the latest available improvements and compatibility fixes.

Before updating:

Create a complete website backup.
Review the update information and changelog.
Check compatibility with your installed plugins and custom modifications.
Test important functionality after updating, preferably on a staging website.

If you experience a verified issue with an official theme update, please contact our support team with the relevant details.

Our team will investigate issues related to the original theme functionality. We cannot guarantee that custom modifications or unsupported third-party integrations will remain compatible with every update.

10. Support Communication and Customer Conduct

We believe good support depends on respectful and professional communication from both sides.

Our team is committed to treating every customer fairly and professionally.

We kindly ask customers to:

Communicate respectfully with our support team.
Provide accurate information about reported issues.
Allow reasonable time for technical investigation.
Avoid submitting duplicate requests for the same issue.
Follow the instructions provided by our support team.

We reserve the right to restrict or refuse support in cases involving:

Abusive, threatening, or harassing behavior.
Discriminatory or offensive communication.
Repeated spam or intentionally duplicated requests.
Attempts to misuse or disrupt our support services.

We will make reasonable efforts to communicate professionally and address legitimate support requests.

11. How to Contact Our Support Team

We provide different contact options depending on the type of assistance you need.

For Technical Support

If you have already purchased a PressLayouts theme and need technical assistance, please visit our official Support Center.

Our Support Center is the appropriate place to submit a support request, explain your issue, and provide the information our team needs to investigate it.

Visit the PressLayouts Support Center

For Pre-Purchase Questions and General Enquiries

If you have questions before purchasing a theme, need clarification about product features, want to discuss a project, or have other general enquiries, please contact us through our Contact page.

You can also use this page for:

Pre-purchase product questions.
Custom WordPress and WooCommerce development enquiries.
Website customization and project requirements.
Hiring and collaboration enquiries.
Feature requests and product suggestions.
General business enquiries.

Contact PressLayouts

For Theme Documentation

Before submitting a technical support request, please review the documentation available on your theme’s product page. It may already contain the answer or step-by-step solution you need.

Important: Please include your purchase information when submitting a support request so we can verify your order and support eligibility.

12. Need Installation or Customization Services?

Need professional help setting up or customizing your website? Our team also offers additional WordPress and WooCommerce development services beyond standard theme support.

Whether you need help launching your website or implementing specific functionality, we can discuss your requirements and recommend an appropriate solution.

Our available services include:

Theme Installation: Professional theme installation, demo import, and initial website setup.
Website and Theme Customization: Customize your website’s design, layout, and existing theme functionality.
Specific Functionality Development: Add custom features and functionality to meet your business requirements.
Back-End Custom Work: Custom PHP development, WordPress functionality, WooCommerce modifications, and admin-side enhancements.
Front-End Custom Work: Custom HTML, CSS, JavaScript, responsive layouts, and user-interface improvements.
Custom Theme and Plugin Development: Develop custom WordPress themes and plugins tailored to your project.
Theme and Plugin Updates: Assistance with updates, compatibility checks, and required adjustments.
Testing and Bug Fixing: Technical investigation, troubleshooting, and fixing supported website issues.

These services are separate from standard theme support and may involve additional development charges depending on the scope and complexity of your requirements.

Have a project or need professional assistance?

Please share your requirements with our team so we can review your project and provide an appropriate estimate.

Explore Our Services

13. Policy Updates

PressLayouts reserves the right to update or modify this Support Policy when necessary to reflect changes to our products, support services, or business operations.

Any changes will be published on this page with an updated revision date.

The support terms applicable to your purchase will be determined by the purchase platform, product, and applicable terms presented at the time of purchase, subject to applicable law.

14. Need Help Before Purchasing?

We understand that you may have questions about a theme before making a purchase.

If you need clarification about theme features, compatibility, included plugins, licensing, support coverage, or updates, please contact us before purchasing.

Our team will be happy to help you understand the product and choose the right solution for your project.

We’re here to help you build with confidence.

At PressLayouts, our goal is to provide quality products, dependable support, and a better experience throughout your website-building journey.

PressLayouts – Your Partner in Building Better eCommerce Websites.