Home Cancellations, refunds, and unknown chargesHow do I request a refund for my purchase?

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How do I request a refund for my purchase?

To request a refund for a purchase, it must be within the guarantee period stipulated by the Producer. 

You can check information about your purchase, such as the deadline for requesting a refund and the transaction number, in the My Purchases area. If you have difficulty accessing this area, you can follow the instructions in this article.

There are three different ways to request a refund:

  1. The refund platform

Our platform makes it easier for you to request a refund for your purchase. This allows you to have more autonomy over your purchases.

To request a refund through our refund channel, follow the instructions:

  • Access the link https://refund.hotmart.com/ 
  • Enter the transaction number of your purchase. You can find this number in the email you received with the product access details (it starts with two letters and a series of numbers, such as HP000000000).
  • After these steps, you will receive a security verification code in the e-mail address you registered for your purchase, and it is essential that you do this verification so that your request goes through correctly.
  1. Chat

You can also request a refund for your purchase via our virtual assistant. To do this, click here and follow the steps indicated in the chat.

  1. Requesting a refund by contacting the producer's support team

Another option for getting your refund is to contact the producer or their support team directly. They will be able to request a refund for your purchase via our platform, and then you will receive a confirmation email for your request. 

To find the producer's support email, we recommend you read this article: How do I contact the Producer?.


Important information

Here is some important information about the refund process:

  • To find out how to track your refund request, see our article How do I track my refund request?.
  • If your purchase is a subscription (where you pay periodically for your access to the product), a refund will only be possible for the initial transaction of signing up to the product, if it is still within the guarantee period set by the producer. 
  • Once you have filled in the refund form, your request may take up to 7 days to be approved and released to the bank or payment platform used for the purchase.
  • In the event of an exchange, loss or cancellation of the card registered with your purchase, don't worry. We issue the refund to the bank, which is responsible for crediting the amount to your account. For more information, we recommend contacting your bank directly.
  • If you have requested a refund for a combo, it is important to know that you will lose access to all the products in the combo and all purchases of these products will be refunded.

If you have requested a refund within the warranty period but still haven't received confirmation by email, please contact our Support team. Make sure you provide evidence of your request, such as screenshots. This evidence should include information such as the date, time it was sent, the sender and recipient (in the case of email exchanges), as well as the full content of the message. These details are crucial for the analysis and validation of your evidence.

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If you have any further questions, please contact us and we'll get back to you as soon as possible