When can I ask for a refund?

When the item is not what it said it was. Digital goods cannot be handed back, so a refund here is about the item failing you, not about changing your mind.

Grounds for a refund

• It does not work as described. A feature the item page advertised is missing or broken.
• It cannot be made to work. There is a genuine fault and the seller cannot or will not fix it in a reasonable time.
• It was misrepresented. The description, screenshots or demo do not match what you received.
• It is substantially not what the demo showed.
• You were charged twice for the same item, or charged for something you did not buy.

Talk to the seller first

Most refund requests turn out to be bug reports, and a lot of them are fixed the same day. Raising it through item support first usually gets you a working item faster than a refund would get you your money, and if it does not, that exchange is the evidence we look at.

You have 30 days

Refund requests must be raised within 30 days of purchase. After that a sale is final. That is long enough to install the item, put it into a project and find out whether it does what the page said.

Raise it as soon as you hit the problem rather than sitting on it. A fault reported within days of buying reads very differently from the same one reported on day 29.

A duplicate or unauthorised charge is not subject to the window. Report that whenever you find it.

Before you ask

Check what is not refundable. It will save you the wait if your case is one of the common ones we cannot approve.