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What is your policy on refund?

Last Revised: 2019-11-29 15:16:19
For any reasonable order dispute, Wondershare welcomes customers to "RETURNS & EXCHANGES" center to submit an application.

Wondershare values every customer and works hard to provide customers with an enjoyable experience using Wondershare products and services. Most Wondershare software offers a free trial version, so customers can 'test-drive' before deciding to purchase. These trial versions have no functional limitation, only a watermark appearing on the finished media or a use limit. All these help customers make an informed purchase decision and avoid buying the wrong product for their needs.

It's because of this 'try-before-you-buy' system that Wondershare provides a 30-day Money Back Guarantee for most products. Refunds will be approved within this guarantee only under the accepted circumstances below. If a purchase should exceed the product's specified money-back-guarantee period, no refund will be given.

Tip: Because of the instantaneity nature of recovering data, the following products are subject to 7-day money back guarantee.
famisafe, dr.fone series, Data Recovery and Recoverit series.

Circumstances of No Refund

Wondershare generally does not refund or exchange products in the following situations:

Non-technical Circumstances


Wondershare does not refund software if products fail to meet customer's needs due to a lack of understanding by the customer, of the products functions and capabilities. However, Wondershare can exchange the purchased product for the correct product outright, providing the price difference between products does not exceed USD $20, within the guarantee period. If the purchased product is exchanged for a correct product of lower price, Wondershare will not refund the price difference.

2) A customer refund request on complaint of credit card fraud/other unauthorized payment. Wondershare recommends the customer contacts the card issuer if there is any suspicion of fraud or unauthorized payment. As Wondershare cooperates with an independent payment platform, it's impossible to monitor authorization during payment. Once an order is processed and fulfilled, it can't be cancelled. However, Wondershare will exchange the purchased product for one the customer would like.

3) A refund request claiming the failure to receive registration code within two hours of the order having been successful. Ordinarily, once an order has been validated, Wondershare's system will automatically send a registration e-mail within 1 hour. However, sometimes the arrival of this registration e-mail can be delayed, due to delays caused by internet or system glitches, email spam settings, email typo, etc. In this case, customers should visit the Wondershare Support Center to retrieve it —all queries will be responded to within 24hrs.


5) Wondershare Product price differences between different regions or price differences between Wondershare and other companies.

6) A refund request for part of a bundle. Wondershare cooperates with a third party payment platform which does not support any partial refund within an order; whereas, Wondershare may refund the whole bundle after the customer has purchased the correct product separately within the purchased bundle's guarantee period.

7) A customer has a 'change of mind' after purchase.

Technical Circumstances

1) A refund request due to technical trouble, with the customer refusing to cooperate with the Wondershare support team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Wondershare support team.


3) With regard to the software Wondershare Dr.Fone for iOS, transferring the recovered data back to device is a value-added function. Its failure is not eligible for a refund. We provide technical support though.

Accepted Circumstances

Wondershare offers refunds for the following circumstances within the guidelines of its Money Back Guarantee.

Non-technical Circumstances

1) Purchase of Extended Download Service (EDS), Registration Backup Service (RBS) or Download Insurance Service outside of product purchase, without knowing that they can be removed. In this case, we will help you contact payment platform to refund the cost of them.

2) A swap of a program would require you to purchase the proper one that you did not in the first place, and then the original program would be refunded back to you.

3) Purchase of the same product twice or purchase of two products with similar functions. In this case, Wondershare will refund one of the products for you, or swap one program for another Wondershare product.

4) The customer does not receive their registration code within 24 hours of purchase, has failed to retrieve the registration code from the Wondershare Support Center, and has not received a timely response (within 24 hours) from the Wondershare Support Team after making contact. In this case, Wondershare will refund the customer's order if they have no need of the product in future.

5) If following a technical fault the user purchased a different software product from another company to finish their task. Under these circumstances we can arrange to exchange the product or provide a full refund.

Technical Problems

Software purchased has terminal technical problems, and no solution has been provided within 30 days. In this case, Wondershare will refund the purchase price if the customer doesn't want to wait for a future upgrade.



Wondershare will issue refunds either to the credit card, bank or PayPal account used in the purchase. Depending on the user's bank situation, refunds may take 48 to 72 hours to be credited.

Bank transfer refunds may only be made to accounts held at institutions from Spain or Mexico. We will not issue international transfers, since this payment method is only available in these two countries. If the customer wishes, and accepts the transfer fees, an account from a different country may be selected; however, we will only be able to transfer the funds to an account in Spain or Mexico. We recommend selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.

Timeframe for receiving refund

Payment Method Refund processing time Notes
PayPal Balance Real-time, at least within 24H 1. The refund processing time means the amount of time it takes for a payment to post to your credit card/debit card account after refund issued.

2. If you are using a Visa or MasterCard, the refund processing time depends on your issuing bank. Normally it will take 7-30 days. If you still don't receive the refund after 30 days, please contact our support team. We will track it down for you.
Credit card 7-30 Days
Credit card 7-30 Days
Local payment (e.g. Sofortbanking) 3-5 Days
Wepay Balance Real-time, at least within 24H
Debit card/Credit card 1-7 Days
Alipay Balance Real-time, at least within 24H
Debit card/Credit card 1-7 Days
linepay Real-time, at least within 24H
Japanese Convenience Store 3-7 Days
Bank transfer 3-7 Days

Related FAQ
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