Request a refund after 7 days

After 7 days you can still ask for a refund if you are exercising a mandatory consumer right. Choose that reason in the request form, or email customerservice@esano.com.

Why the form shows a window message

Esano's voluntary refund policy covers requests made within 7 days of purchase. If you send a request later with any other reason, the form tells you: "The voluntary 7-day request window has ended. Mandatory consumer rights still apply; choose that reason or contact Esano support."

Mandatory consumer rights still apply after the window. The 7-day deadline and Esano's policy don't take them away. See buyer terms for online purchases.

Request a refund under a mandatory right

1. Go to Your account → Purchases and reviews.
2. Find the order and select Request a refund.
3. Under Which items?, choose the items if the order has more than one.
4. Under What's wrong?, choose I am exercising a mandatory consumer right.
5. In What happened?, describe the problem or the right you are relying on. Write at least 20 characters.
6. Add a screenshot if it helps. It's optional.
7. Select Send request.

Esano reviews the request like any other and records a decision within 5 calendar days.

Email support instead

You can also write to customerservice@esano.com or call 888-463-7051. Include your order number (it looks like E-10517), the shop name, and what went wrong.

When a shop offers a refund

Shops can voluntarily offer a refund up to 30 days after a sale, even if you didn't ask. The offer goes to Esano for review. If the shop offers only part of the price, you will see an Accept partial refund offer option on your purchase. Read full and partial refunds to see how that works.

What isn't covered

Changing your mind isn't covered by the voluntary policy, before or after 7 days. See Esano's refund policy for digital files for the full list.