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I have placed an order on Digistore24

How can I return a product?

You have purchased a product from a product vendor that sells their products via Digistore24. However, you now want to return the product, e.g. because it does not meet your expectations.

In this article, you will find out the conditions under which it is possible to return a product and how to do so.

Requirements for returning a product

The following conditions must be met before you can return your product:

  • You bought the product as a private individual and not as a company. This is because commercial buyers generally have no right of return.
  • You are still within the return period.
  • If you ticked the checkbox on the order form to restrict your statutory right of revocation at the time of purchase, your right of return may have expired. You can find out more here.

Return product

You can return your product via the order confirmation email.

After your purchase, Digistore24 will send you an order confirmation email to the email address you provided on the order form when you made your purchase.

The order confirmation email has the following properties:

  • The sender is Digistore24 support <support@digistore24.com>
  • The subject is Digistore24 - Order successful / access
Tip

If you can't find the email, check your spam folder or trash folder.

Please note

If you no longer have access to the email, please contact our support team directly.

How to return a product:

  1. Open the order confirmation email.

  2. Click on the link Do you have a question concerning the order or the product? Find immediate help here:

    A new page will open.

  3. In the Please tell us how we can help you... section, click on Question about the payment.
  4. Click on May I cancel my order and get a refund?.

Depending on whether the conditions for returning the product are met, you will now be shown the relevant information. You will find explanations of the individual cases below.

Return is possible

If you see this text, it is possible to return a product:

re_possible.png

Click here for further details

Proceed as follows to return the product:

  1. Enter the reason why you want to return the product in the text field.

  2. Click on the Request a refund button.

    In order to receive a refund, you must submit a declaration of destruction. By doing so, you declare that you will delete or destroy everything you have received as a result of the purchase. A new window will then open.

  3. If you agree with the declaration of destruction, click on Ok.

    An email will be sent to your email address.

  4. Open the email and click on the link to the destruction declaration.
  5. Read the declaration of destruction and implement the measures described.
  6. Tick the box and click on Ok in the browser message.
  7. Click on the Process refund button.
  8. Click on Ok.
You will usually be refunded the amount paid within 10 working days into the account you used to make the payment.

If you see this text, it is possible to return a shipping product:

re_possible_shipping.png

Click here for further details

You purchased a shipping product. You now need to send this back to the product vendor.

Proceed as follows to return the product:

  1. Click on Download delivery note.
  2. Print out the delivery note and attach it to the parcel.
  3. Send the parcel to the address given under Please send the goods to:.
  4. Once the parcel has been sent, click on the link Still need help? Contact us.
  5. Fill in the Message field with the following information:
    1. Indicate that you wish to return the product.
    2. Provide the tracking number for your return.
  6. Click on Send.

You will usually be refunded the amount paid within 10 working days into the account you used to make the payment.

Returns are not possible or only possible to a limited extent

If you see this text, it is not possible to return a product or only possible to a limited extent:

re_possible_limited.png

Click here for further details

If you believe that only part of the service promised to you has actually been provided, please get in touch with the Digistore24 support team:

  1. To do this, click on the link Still need help? Contact us.
  2. Fill in the Message field with the following information:
    1. Indicate that you wish to return the product.
    2. List in detail which benefits you have received so far - and which benefits you are still waiting for.
  3. Click on Send.

The Digistore24 support team will get in touch with you.

Return is not possible

If a return is not possible due to missing requirements, this will also be signalled. For example, if the deadline for the right of return has already expired or if you placed the order as a commercial buyer.

re_not_possible_expired.png

However, some product vendors also offer commercial buyers a right of return as a gesture of goodwill. If you would like to check this or have any general questions or concerns about your order, please feel free to contact our support team at any time. 

To do this, click on the link Still need help? Contact us. and send us a message or contact us via email.