A file is wrong, broken or missing

If a file won't open, an included file is missing, or the listing doesn't match what you got, ask for a refund within 7 days of buying. The shop has up to 3 calendar days to fix it. If it's still unresolved, the item is refundable.

First, rule out a quick fix

1. Download the file again from Your account → Purchases and reviews. Select Download next to the item.
2. Check you have the right app for the format. See open the files you downloaded for which app opens each file type.
3. Look at the listing's file list and compare it to what you downloaded. Some listings have more than one file in the download menu.

Choose the reason that fits

On the request form, under What's wrong?, pick one:

• The files won’t open or are damaged for a corrupt download.
• An included file is missing when the listing promised a file you can't find.
• It’s not what the listing described when the files are materially different from the listing.

Get it fixed or refunded

1. Go to Your account → Purchases and reviews and find the order.
2. Optional: select Message shop and tell the shop what's wrong. See how to message a shop.
3. Select Request a refund and follow the steps. Add a screenshot of the error or the missing file list.
4. The shop has up to 3 calendar days to send a working file or evidence.
5. If the problem isn't resolved, Esano decides within 5 calendar days and the affected item can be refunded.

If you get a fixed file

Download it from Purchases and reviews or the shop's message. Check that it opens. If it works and you no longer want a refund, read cancel a refund request.

Don't wait

The voluntary window is 7 days from purchase. If you're close to it, send the request first and sort out the file with the shop afterwards. After 7 days you can still use the I am exercising a mandatory consumer right reason. See request a refund after 7 days.

What is not covered

Not liking the design, or changing your mind, isn't covered. See Esano's refund policy for digital files.