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> Use this file to discover available pages before exploring further.
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# How do I request a refund for my purchase

# How do I request a refund for my purchase

When you purchase a digital product through Kiwify, you can request a refund within **7 days** if you are not satisfied with it.
Kiwify is a payment platform for digital product vendors — it does not sell products itself, but provides the infrastructure to sellers.

# How to request a refund

* You can request the refund from the seller directly or using the refund link provided by Kiwify.
* Sellers are required to issue the refund when requested within the 7-day window, in accordance with Brazilian consumer protection law.
* The time it takes to get your money back depends on your original payment method.
* You can find the seller’s contact information in your purchase confirmation email.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/1/1/c/f11c2d2e7f47d000/image_jszkox.png)

# When will I receive my refund

When you request a refund for a purchase made with a credit card, our system immediately sends the money back to your card’s issuing bank.
After that, each bank has its own processing time: 

* Most banks refund the amount **the same day** or **within one business day**.

|| On average, it takes about 15 days for the refund to appear on your statement.

# What if I can’t contact the seller?

If the product seller does not respond, you may request a refund directly through Kiwify (within the 7-day period). Contact us at chat.

![](https://storage.crisp.chat/users/helpdesk/website/-/f/1/1/c/f11c2d2e7f47d000/image_12foy0x.png =733xauto)
# What if the 7-day period has passed?

After 7 days, refunds depend exclusively on the seller — Kiwify cannot automatically initiate a refund.
If you already contacted the seller within that period but received no response, you can reach out to Kiwify support. 
Kiwify’s email for buyers is help@kiwify.com
 
# Refunds for in-person event tickets

* If the product was a ticket for a physical (in-person) event, you may also request a refund within 7 days of purchase.
* If the purchase was made 7 days or less before the event, the refund must be requested at least 48 hours before the event start.

# I don’t recognize a Kiwify charge on my card

If there's a charge on your credit card labeled “Kiwify” and you don’t recognize it, contact Kiwify immediately to investigate.
When emailing, please include:

* Date of the charge
* Charge amount
* Card brand 
* Last 4 digits of the card
* Screenshot or photo of the charge (from your bank statement or app)

# Read More

* [How to contact the producer](https://help.kiwify.com/en/article/how-to-contact-the-producer-xo675l/?bust=1761310707311)
* [How to access the digital product you purchased](https://help.kiwify.com/en/article/how-to-access-the-digital-product-you-purchased-1u36bo5/)