Buyer help
How to Get a Refund From Digistore24, Step by Step
Digistore24 handles refunds for the products it sells. Here is how to find your order, what to write so your request is not processed as a simple cancellation, and how long it takes.
Who gives the refund, Digistore24 or the vendor?
Either can, but you should ask Digistore24. It is the reseller, so it is your contractual partner and it has to process a valid refund request within the return period.
Digistore24's help center says it is legally obliged to process refunds requested within the return period the vendor set for the product. Vendors can also refund on their own, even outside that period, and can offer partial refunds. Asking Digistore24 directly gets your request into the system that has to act on it.
Where do you find your Digistore24 order ID?
In your order confirmation email, in the customer portal, or through a lookup based on your payment method. An order ID is a short code of letters and numbers, such as 5K5WFNS4.
Three ways to find it
- Search your inbox for an email from support@digistore24.com with Digistore24 in the subject. The order ID is in the Details of your order section.
- Open the customer portal at customer.digistore24.com, sign in with the email you used to buy and enter the one-time code it sends you. Click Order details.
- Paid by credit card and lost the email? Use Digistore24's card lookup at digistore24.com/en/home/find_my_order/cc with your name, the purchase date, the amount and the last four digits of the card. For PayPal, the order ID is under Purchase details in your PayPal activity.
How do you request a refund from Digistore24?
Use the support link in your order confirmation email or email helpdesk@digistore24.com with your order ID and the email address you used to buy.
Step by step
- Open your order confirmation email and click the link to Digistore24's help and support page, or write to helpdesk@digistore24.com.
- Include your order ID and send the message from the email address you used for the purchase. If you cannot find the ID, attach a screenshot of the charge.
- Write clearly that you want a refund, for example: "I am requesting a full refund for order 5K5WFNS4 within the return period."
- Keep the reply. Digistore24 confirms by email that the request was received.
- Check your spam folder while you wait. Digistore24 says it aims to answer within 24 to 48 hours.
Digistore24's buyer page also lists phone support at 800-745-7496, while noting that email is the channel it can best help through.
Why must you say "refund" and not just "cancel"?
Because Digistore24 support treats a request that does not explicitly ask for money back as a cancellation. A cancellation stops future payments but does not return what you already paid.
The help center explains the reasoning: many customers who write in only want to stop a subscription, and a cancellation can still be followed by a refund later, while a mistaken refund cannot be undone. That policy is fair, but it means a vague message like "I do not want this anymore" may leave your money where it is. Use the word refund.
How long do you have to ask for a refund?
Until the end of the return period shown for your product. Vendors choose it, up to 180 days, and it starts with your first payment.
Vendors selling through Digistore24 GmbH can choose 14, 30, 60, 90 or 180 days. Through Digistore24 Inc. the options are 60, 90 or 180 days. Most offers we review state 60 days. If there is a free trial, the period starts when the first real payment is taken.
Some products follow different rules. For shipped products the period starts when you receive the item, and support may ask you to arrange the return with the vendor. For digital downloads, the right of withdrawal can end once you receive an active download link if you ticked a box agreeing to that on the order form. For services, it can end once the service has been fully delivered.
How long does a Digistore24 refund take?
Up to 10 business days, depending on the payment method, and the money goes back the way you paid.
Digistore24 says the delay is a security measure against customers who request a refund and open a chargeback with their bank at the same time. If you have already asked Digistore24 for a refund, give it that time before contacting your bank, so you are not processed twice.
How can you avoid needing a refund in the first place?
Read the order form before paying and check how the offer scored.
Most refund requests we hear about start with a surprise on the checkout: a monthly line, an extra item in the cart or a price that did not match the page. Our order form checklist takes a minute. If the problem is a subscription, cancel it first with our cancellation guide so no new payment is taken while your refund is reviewed.
Frequently asked questions
Does Digistore24 refund digital products?
Yes, within the return period the vendor set, with one important exception: if you agreed on the order form that your right of withdrawal ends when you receive a download link, the legal withdrawal right can end at that point. A vendor guarantee may still apply, so check the terms and ask.
What if the vendor ignores me?
Contact Digistore24 support instead. As the reseller, Digistore24 is your contractual partner and handles refund requests even when a vendor does not answer.
Can I get a refund after the 60 days?
The return period cannot be extended technically once it expires, but vendors can choose to refund outside it. It is worth asking politely, with your order ID and a clear reason.
Should I file a chargeback instead?
Try Digistore24 support first. A chargeback running at the same time as a refund request can slow both down, and Digistore24 delays refunds partly to prevent paying twice.
Sources
Platform rules quoted in this article come from these official pages, read on . Product prices and terms come from our own reviews, each dated on its page.
Worthorpass publishes offer reviews, not hands-on product tests. We may earn a commission when you buy through links on our review pages; it never changes a score. Nothing here is financial, medical or legal advice.
