Request a refund for a digital product

Refund availability depends on the terms for your purchase and its current status. Start from the order so the request is attached to the right product.

Send a request

1. Sign in to the account used for the purchase.
2. Open My Purchases and select Orders.
3. Find the product and choose Request Refund from its actions when available.
4. Check the product, purchase date, and Estimated refund.
5. Select a reason and explain what happened in Details. If the product differs from its description, describe the specific difference.
6. Add screenshots if they help show the problem. Remove private information from them first.
7. Read the review and refund information, then select Request Refund.

For a download problem, try opening the files again from your purchases before submitting. If the problem continues, explain which file failed and what appeared on the screen.

If Request Refund is unavailable

The purchase may be outside its refund window, have a no-refund policy, or already have a request in progress.

A subscription can qualify only if its original purchase included a first-payment refund guarantee and the request meets that guarantee. It does not cover later renewals. A free initial period has no payment to refund. See subscription first-payment refunds. For other subscriptions, use cancellation to stop future renewals.

Read any message shown for the purchase. If you think the account has the wrong order status or cannot find the applicable request, ask support to check it. Do not buy the product again to create a new refund option.

What happens next

The request goes to the seller for review. Track it beside the same product in Orders. Submitting a request does not mean the refund has been completed.

See following your request, what changes after a refund, or canceling a subscription.