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Refunds
When you can get a refund on shookout, how to request one, and what to expect
The short version
Digital products are delivered instantly and cannot be "returned" like physical items. That said, we do issue refunds when something genuinely goes wrong. If a file is broken, a product was misrepresented, or you never received your purchase — we'll make it right.
ℹ️ The full legal text is in the Refund and Return Policy. This page is the plain-English version.
When you can get a refund
When refunds are not available
EU buyers — 14-day withdrawal right
If you are in the EU or EEA, you normally have 14 days to cancel a purchase. For digital products delivered instantly, we ask you to confirm at checkout that you want immediate access — this starts the delivery and waives the withdrawal period.
- If you confirmed immediate delivery at checkout → standard refund rules apply
- If you did not confirm → you can cancel within 14 days, no questions asked
- From 19 June 2026, a "Withdraw from contract" button will be available on the platform
ℹ️ UK buyers have similar rights under the Consumer Contracts Regulations 2013. Your statutory rights always apply regardless of this policy.
How to request a refund
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Go to your order in My PurchasesOpen My Purchases, find the order, and click Request Refund or Report a Problem. This is the fastest way.
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Or contact support directlyOpen a ticket via Help Desk with your order number, product name, reason, and any screenshots.
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We confirm receiptYou'll hear back within 2 business days confirming we received your request.
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We review and decideSimple cases (broken file, non-delivery, duplicate) — within 5 business days. Cases needing investigation — within 10 business days.
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Refund to your original payment methodApproved refunds go back to the card or PayPal you used. We do not issue Platform credit unless you explicitly agree.
Time limits at a glance
About chargebacks
Please contact us before filing a chargeback with your bank. We resolve most issues faster than the chargeback process. Unjustified chargebacks may result in account suspension. Two or more chargebacks in 12 months is grounds for permanent account closure.
EU buyers: this does not limit your rights under payment services law.
Frequently Asked Questions
Once approved, refunds typically appear within 5–10 business days depending on your bank or PayPal. We process approvals promptly — the delay is on the payment provider's side.
Not if the software requirements were listed in the product description. Always check compatibility before purchasing. If you're unsure, message the seller — they can answer pre-purchase questions.
Open a support ticket via the Help Desk. We step in when sellers are unresponsive. Sellers with high refund rates are reviewed and may have payouts held.
We always explain exactly why. If you disagree, you can escalate through our dispute resolution process (described in the Terms of Service). EU/EEA buyers can also use the EU Online Dispute Resolution platform.
Yes. Once a refund is issued, the product is removed from your My Purchases. Any downloaded files should be deleted.
In some cases — for example, if only one file in a bundle is broken and the rest works fine. We assess each situation individually and will discuss options with you.
Need to request a refund?
Go to My Purchases and click Report a Problem, or open a support ticket.
Contact Support