How Esano reviews a refund request

Esano reviews every refund request from the start. We ask the shop for evidence, look at both sides, and record a decision within 5 calendar days.

The steps

1. You send the request. Your reason, your description and any screenshot go to Esano and the shop.
2. The shop answers. The shop has 3 calendar days to send evidence or a fixed file. This is the repair period for files that are corrupt, missing or don't match the listing.
3. Esano reviews. We read your request and the shop's reply. We can also see which files were downloaded and when.
4. Esano decides. The decision is recorded within 5 calendar days, and you get an email.

The shop's payout for the order is paused until Esano decides. A late decision doesn't release the money on its own.

What Esano can decide

• Refund the requested items. You get the item price plus its share of tax back. You lose access to the refunded files.
• Refund part of the order. This needs your acceptance and you keep the files. See full and partial refunds.
• Side with the shop. No refund is issued. You get an email, and Purchases shows "Esano reviewed your refund request and sided with the shop."

For files that are corrupt, missing or don't match the listing, Esano doesn't approve a refund before the shop's 3-day repair period ends. If the shop sends a working file in that time, the problem may be solved without a refund.

What helps your request

• Say exactly what's wrong. Name the file and any error message.
• Add a screenshot of the problem.
• Mention anything the shop said to you in your messages.

If you disagree with the outcome

Email customerservice@esano.com with your order number. Mandatory consumer rights still apply, whatever the voluntary policy says. See buyer terms for online purchases. If the shop disagrees with you, read what happens if the shop disagrees.

After the decision

If Esano approves a refund, the money returns to your original payment method. See how long refunds take.