You can request a refund on a ready-made digital file within 7 days of buying it. Esano reviews every request from the start and records a decision within 5 calendar days.
What is covered
Ask for a refund within 7 days of your purchase if:
- You were charged twice for the same order. See what to do if you were charged twice.
- You have no usable delivery. See what to do if you never received your files.
- A file is corrupt, an included file is missing, or the listing is materially different from what you got. The shop has up to 3 calendar days to fix the problem. If it is still unresolved after that, the affected item is refundable. See what to do if a file is wrong, broken or missing.
What is not covered
Changing your mind isn't covered, even if you haven't downloaded the files yet. Esano's voluntary refund policy is for problems with the order, not for second thoughts.
Mandatory consumer rights still apply on top of this policy. If a right applies to you after the 7 days, read how to request a refund after 7 days.
How the 7 days work
The 7 days start on the day you buy. Send your request from Your account → Purchases and reviews. The Request a refund button sits in the header of each order, next to a reminder that voluntary requests need to be made within 7 days.
Custom orders follow their own timing. See report a custom order problem.
Who decides
Esano does. When you send a request, the shop is asked for evidence, and the shop can reply with proof or a fixed file. The shop's reply doesn't close your request. Esano reads both sides and decides. Read how Esano reviews a refund request for the details.
What you get back
If Esano approves a refund for a whole item, you get the item price back plus the tax that was charged on it. The money goes back to your original payment method, usually in 5 to 10 business days. You lose access to the refunded files, and your review stays published. A partial refund works differently: read full and partial refunds.
Start a request
Follow the steps in request a refund. If you'd rather talk to a person first, email customerservice@esano.com.
Common questions
Can I get a refund if I changed my mind?
No. Change of mind is not covered by Esano's voluntary refund policy, including before you download. Mandatory consumer rights still apply.
Can I still ask for a refund after I downloaded the files?
Yes, if there is a real problem such as a corrupt file, a missing file or a listing that doesn't match. Downloading doesn't stop you from asking.
Who decides if I get a refund?
Esano. The shop can send evidence or a fixed file, but Esano reviews every request and records the decision.
Related articles
- Request a refund after 7 daysBuying on Esano · Refunds and order problems
- Request a refundBuying on Esano · Refunds and order problems
- A file is wrong, broken or missingBuying on Esano · Refunds and order problems
- Full and partial refundsBuying on Esano · Refunds and order problems
- Buyer terms for online purchasesPolicies and safety · Marketplace rules
More in Refunds and order problems
- 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
- Full and partial refunds
- 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.