Does a no-refund policy end the dispute?

No. A policy notice does not remove your right to dispute a charge for something not delivered or materially not as described. Say what failed, and where the law gives you digital content rights (UK, EU) cite them.

What matters most in a digital product dispute?

Before-and-after proof: what the page promised, what you got, and dates. Disappointment alone is rarely enough.

Can I still cancel within 14 days after buying software or a course?

In the EU and UK, generally yes if you have not started to download, stream, or use it. Once you have, and you agreed to start immediately, the withdrawal right is usually lost, but defects remain claimable.

Digital purchase guide

Refund for digital product: how to make the case

Sold one thing, delivered another.

Updated October 18, 2026 · General information, not legal advice

Key facts

EU: The 14-day withdrawal right does not apply once you start downloading or streaming after expressly agreeing to lose it.
UK: Digital content must be as described, fit for purpose, and of satisfactory quality. Faulty content: repair or replacement first, then some or all of your money back.
US: No general cooling-off period. The seller’s terms apply, and a charge for something not delivered as agreed can be disputed with your card issuer.
Act fast: If you have not started using it, withdraw within 14 days where that right exists (EU, UK).

Copy a letter Open workspace

01
Capture the original promise
Save the sales page, feature list, and any wording or screenshots that influenced the purchase, before the page changes.
02
Document the failure, not the disappointment
Screenshot the error, missing module, or locked access, with dates. A specific failure is what gets a refund approved.
03
Ask the seller to fix it, then for a refund
Give the seller one chance to repair access if the problem is technical, and write your refund request in the same thread so the history is visible.

Letter generator

Digital product refund letters: fill in your details and copy

Use the withdrawal notice only if you have not started using the product and still have a withdrawal right.

01Not as described or never worked

Hello, on [purchase date] I bought [product or service] (order [order number], [amount]). The sales page promised [what the page promised].

[what went wrong in one sentence]. Screenshots of the sales page and the problem are attached, and my support request of [date of first message] did not resolve it.

Please refund [amount] to my original payment method by [date you expect an answer].

02Withdrawal notice (EU/UK, before you start using it)

Hello, I withdraw from the contract for [product or service], ordered on [purchase date] (order [order number], [amount]).

I have not downloaded, accessed, or used it. Please refund [amount] to my original payment method and confirm receipt of this notice.

03Card issuer dispute summary

I am disputing a charge of [amount] from [merchant], posted on [charge date], for a digital product, order [order number].

The product was not as described: [what went wrong in one sentence]. I asked the seller for a refund on [date of first message] and [they refused / did not reply]. The sales page, my evidence, and our messages are enclosed.

I request reversal of this charge.

Need the letter tailored to your exact timeline, plus an escalation message and a bank dispute summary? Build the full package in the workspace.

How this works

Digital purchases usually lose the cooling-off right once access starts, so a refund request needs a specific failure: access never worked, content was missing, or the product differs materially from the sales page. Show that gap in two screenshots and ask for a refund, not a general apology.

Digital product refund rights by country

This is general information. Check the current official rules for your country and payment method.

EU: online purchases can generally be withdrawn within 14 days without giving a reason, but the right does not apply to digital content once you have started downloading or streaming it after expressly agreeing to lose it.
UK: digital content must be as described, fit for purpose, and of satisfactory quality. If it is faulty you are entitled to a repair or replacement, and if that is not possible within a reasonable time you can get some or all of your money back. Cancellation rights for downloads are limited once the download has begun with your agreement.
US: federal law gives no cooling-off period for digital goods. Use the seller’s refund policy and, for a charge for something not delivered as agreed or not as described, a written dispute with your credit card issuer within 60 days of the statement showing the charge.

What counts as a specific failure

These are the kinds of facts that make a refund request easy to approve:

You paid but never received a login, download link, or license key.
A feature or module listed on the sales page is missing or does not work as described.
The product does not run on the platform or version the seller said it supports.
Content is materially shorter, older, or different from the description (for example a course with half the lessons).

Before you send, and when to escalate

Before you send

Screenshot the sales page today; sellers change them and the original wording is your proof.
Say exactly which promised feature is missing or broken.
Do not delete the product or your account before the dispute is settled.
Mention any attempt to use it, with dates; honesty about usage keeps your claim credible.

Escalate when

The seller cites a no-refund policy but never addresses the missing access or the mismatch.
Support only repeats troubleshooting steps after you documented the failure.
You have two side-by-side screenshots showing promise and reality and still get no refund.

Common questions

Does a no-refund policy end the dispute?: No. A policy notice does not remove your right to dispute a charge for something not delivered or materially not as described. Say what failed, and where the law gives you digital content rights (UK, EU) cite them.
What matters most in a digital product dispute?: Before-and-after proof: what the page promised, what you got, and dates. Disappointment alone is rarely enough.
Can I still cancel within 14 days after buying software or a course?: In the EU and UK, generally yes if you have not started to download, stream, or use it. Once you have, and you agreed to start immediately, the withdrawal right is usually lost, but defects remain claimable.

Sources

Rules change. Check the current official text before relying on a deadline.