How long a refund takes

Esano records a decision within 5 calendar days of your request. After a refund is approved, it usually shows on your card in 5 to 10 business days.

Two waits, in order

1. Esano's decision: up to 5 calendar days

The clock starts when you select Send request. The form shows the date you can expect an answer, and the request page repeats it: "Esano reviews the request from the start and decides within 5 calendar days." See how Esano reviews a refund request.

2. The refund reaching your card: 5 to 10 business days

When a refund is approved, Esano sends it to your original payment method. The refund email says it "usually shows in 5–10 business days," and the Refunded label on your purchase says the same. Business days don't include weekends or bank holidays.

The email and your purchase both show the amount. The email also names the card, for example "Visa •••• 4242", when it can.

Where the money goes

• It returns to the card you paid with, not a new one.
• A whole-item refund includes the item price plus the tax charged on it.
• A partial refund is the amount agreed. See full and partial refunds.

If it hasn't arrived

1. Check Your account → Purchases and reviews → Refunds to make sure it shows Refunded. See check your refund request status.
2. Look for the "You've been refunded" email. See refund emails.
3. Wait until 10 business days have passed since that email.
4. Ask your bank whether a refund is pending on your account.
5. If it still hasn't shown, email customerservice@esano.com with your order number and the refund amount.

If a refund is still under review

Nothing is sent to your card until Esano approves a refund. While the request shows Esano is reviewing, you can keep downloading your files. See download access after a refund.