Download access after a refund

You can keep downloading while a refund request is open. After a refund for a whole item, that item's files are no longer available. After a partial refund, you keep your files.

While your request is open

Your files stay in Your account → Purchases and reviews and the Download button keeps working. The refund email tells you the same: "You can keep downloading your files until it's settled." Esano logs each download, and both the shop and Esano can see it. See how to download files you bought.

After a full item refund

The refunded item shows Refunded with the date. Its Download button is gone and its files can't be downloaded. The refund email says "Refunded files are no longer available to download."

• Only the refunded items lose access.
• Other items from the same order remain available.
• Your review stays published. See what happens to your review after a refund.

Older download links stop working

Links in earlier emails stop working for the refunded items too. They send you to Purchases and reviews instead, where the item is marked Refunded. The receipt email also notes that a full refund revokes access to the files.

After a partial refund

You keep all your files. The refund email says "You keep all your files." Read full and partial refunds.

After Esano sides with the shop

No refund is sent. Purchases says "Esano reviewed your refund request and sided with the shop." Your files stay where they are.

If the shop removed the files

The shop can remove a file from a listing. If that happens, Purchases shows "The shop removed these files. Message them for a copy." You can select Message shop to ask for the files. If the shop doesn't send them, you can request a refund because you have no usable delivery. See what to do if you never received your files.

Find your refunded items

Select the Refunds tab in Your account → Purchases and reviews to see refunded purchases. Read check your refund request status for what each label means.

If you can't download an item that wasn't refunded

See fix a download link that doesn't work or find a missing purchase or file.