How do I request a refund?

Talk to the seller, then come to us if that goes nowhere.

1. Raise it with the seller

Open a support request from the item in My licences. Describe the fault precisely: what you expected, what happened, how to reproduce it, your versions, the exact error. Give them a few working days.

This is not a hoop to jump through. Most problems are fixed at this step, and you wanted a working item more than you wanted your money back.

2. Open a ticket with us

If there is no reply, or the fix does not fix it, open a request with:

• Your order number.
• The item.
• What is wrong, in specific terms.
• What you already tried with the seller, and what they said.

What happens next

We read the exchange with the seller and look at the item ourselves. Sometimes we can see straight away that the item is faulty. Sometimes we ask the seller for their side, which is fair to them and often produces a fix instead of a refund. We aim to come back to you within a few working days, and we tell you the reason either way.

Be straight with us

Say what actually happened, including the parts that do not help your case. What we cannot do much with is a report that turns out to have left out that the item was heavily modified first.

The decision is ours, and meeting one of the grounds makes a request eligible for review rather than automatically approved. Where the seller has offered a working fix, we will normally treat that as settling it.