Refunds and order problems

15 articles

• Esano's refund policy for digital files

  How refunds work on Esano: the 7-day request window, which problems are covered, what isn't, and how Esano decides every request.

• Request a refund after 7 days

  The 7-day refund window has passed? Learn how to ask Esano for a refund under mandatory consumer rights, and when a shop may offer one itself.

• Request a refund

  Step-by-step: request a refund for a digital file on Esano from your Purchases page, pick items and a reason, and add an optional screenshot.

• How Esano reviews a refund request

  What happens after you send a refund request: Esano asks the shop for evidence, reviews both sides and records a decision within 5 calendar days.

• Check your refund request status

  See where your refund request stands on Esano: what Esano is reviewing, Refunded and no-refund messages mean, and where to find the Refunds tab.

• Cancel a refund request

  Solved your problem and no longer need a refund? Here is what happens to a refund request on Esano and how to tell support to stop it.

• What if the shop disagrees with my refund request

  A shop can send evidence against your refund request, but Esano decides. Learn what happens next, and what to do if you don't agree with the result.

• How long a refund takes

  How long Esano takes to decide a refund request, and how many business days an approved refund takes to show on your card.

• Full and partial refunds

  The difference between a full item refund and a partial refund on Esano: what you get back, whether you keep the files, and how to accept an offer.

• Download access after a refund

  Can you still download your files after a refund on Esano? Learn what happens while a request is open, after a full refund and after a partial refund.

• Emails you get about a refund

  Which emails Esano sends about a refund: request sent, Esano's decision, and the refund confirmation. What each one says and what to do if one is missing.

• A file is wrong, broken or missing

  Got a file that won't open, a missing file or a listing that doesn't match? How to get it fixed or refunded within 7 days on Esano.

• I never received my files

  Paid but no files in your Purchases? Learn how long files take to appear on Esano, what to check, and how to request a refund for no usable delivery.

• I was charged twice

  Charged twice for one Esano order? Learn how to find the duplicate order in Purchases and request a refund within 7 days of purchase.

• Chargebacks and bank disputes

  Thinking of disputing an Esano charge with your bank? Learn how a dispute differs from a refund request, why to ask Esano first, and what to tell us.