A full item refund returns the price of the item plus its tax, and you lose access to the files. A partial refund returns an agreed amount and you keep the files.
Full item refund
A full item refund covers one or more whole items in an order.
- You get the item price back, plus the tax that was charged on it.
- The refunded item's files are no longer available to download. See download access after a refund.
- Your review stays published. See what happens to your review after a refund.
- Other items in the same order stay available.
When you request a refund with several items selected, the form shows the total that comes back if approved. See how sales tax shows at checkout for where the tax comes from.
Partial refund
A partial refund is a smaller amount of money back. It can come from a shop's offer or from Esano's decision.
- You keep the files.
- Esano can only record a partial refund after you accept it.
- You see the offer under the item as Accept partial refund offer.
Accept a partial refund offer
- Go to Your account → Purchases and reviews.
- Find the item with the offer.
- Tick the box that says you accept a partial refund of the amount shown, plus applicable refunded tax, and that you will keep the usable work. Mandatory rights still apply.
- Select Accept partial refund offer.
Who can offer a partial refund
- The shop. Shops can voluntarily offer refunds for up to 30 days after a sale.
- Esano. When Esano reviews your request, a partial refund is one of its outcomes, but it still needs your acceptance.
Partial refunds aren't available for every case. If a shop cancels your work or you cancel a custom order before work starts, the refund is for the full amount. See cancel a custom order.
How it reaches you
Both kinds go to your original payment method, usually in 5 to 10 business days. See how long refunds take.
Not sure which fits?
Explain what went wrong when you send the request. Esano reviews every request from the start. See how Esano reviews a refund request.
Common questions
Do I get tax back on a refund?
Yes, on a whole-item refund you get the item price plus the tax charged on it.
Do I keep my files with a partial refund?
Yes. When you accept a partial refund, you keep the usable work.
Related articles
- Download access after a refundBuying on Esano · Refunds and order problems
- How Esano reviews a refund requestBuying on Esano · Refunds and order problems
- How long a refund takesBuying on Esano · Refunds and order problems
- What if the shop disagrees with my refund requestBuying on Esano · Refunds and order problems
- What happens to your review after a refundBuying on Esano · Reviews
More in Refunds and order problems
- Esano's refund policy for digital files
- Request a refund after 7 days
- Request a refund
- How Esano reviews a refund request
- Check your refund request status
- Cancel a refund request
- What if the shop disagrees with my refund request
- How long a refund takes
- Download access after a refund
- Emails you get about a refund
- A file is wrong, broken or missing
- I never received my files
- I was charged twice
- Chargebacks and bank disputes
Still need help?
Email customerservice@esano.com or call 888-463-7051 (toll-free). Include your order number if you have one.