Request a refund

To request a refund, open Your account → Purchases and reviews, find your order, and select Request a refund. You need to be signed in with the account that bought the files.

Send the request

1. Go to Your account → Purchases and reviews on esano.com.
2. Find the order. You can use Search your purchases to look up an item or shop name.
3. In the order's header, select Request a refund.
4. If the order has more than one item from that shop, tick the items you want refunded under Which items?. The form shows how much comes back if approved.
5. Under What's wrong?, choose the closest reason:
   • The files won’t open or are damaged
   • It’s not what the listing described
   • I was charged twice
   • An included file is missing
   • I have no usable delivery
   • I am exercising a mandatory consumer right
6. In What happened?, explain the problem in at least 20 characters. You can write up to 2,000. The shop and Esano will both see this.
7. Optional: next to Screenshot, select Choose and add a PNG, JPG or WebP image up to 10 MB. Select Remove to swap it.
8. Select Send request.

You will see "Request sent to Esano. Decision due within 5 calendar days." The form also shows the date by which you can expect a decision.

What to expect next

• Esano starts reviewing right away and decides within 5 calendar days.
• The shop is asked to send evidence or a fixed file.
• You get an email confirming the request. See refund emails.
• You can keep downloading your files until the request is settled. See download access after a refund.
• Your purchase shows Esano is reviewing. See how to check your refund request status.

Things to know

• You can have one open request per shop in an order. Items from different shops in one order need separate requests.
• The voluntary window is 7 days from purchase. After that, choose I am exercising a mandatory consumer right. See request a refund after 7 days.
• Custom orders have their own steps. See report a custom order problem and cancel a custom order.
• If you can't send the form, email customerservice@esano.com.