How Do I Request a Refund?

For detailed information on our return policy, please see the VitalSource Refund Policy. 

1. Go to the User Account icon (The Head and Shoulders), to the right of the "Redeem" link, and select "Orders & Returns"
2. That will take you to your Orders & Returns page.
3. Select the "Start a Return" link on a product that is eligible for a return.
   
4. On the Return & Refund page, select the reason for the return, and then select "Refund."
   

Please Note: Once you complete your refund request, it may take 2- 10 business days to post back to your method of payment; a return only needs to be submitted once.

I See My Purchase, but I Can’t Start a Return

If the purchase appears in Orders & Returns but you do not see Start a Return, first review the VitalSource Return Policy to confirm that your purchase meets the requirements for a return.

My Purchase Meets the Return Requirements

If your purchase appears eligible under the Return Policy but Start a Return is not available or you receive an error when attempting the return, contact Customer Support.

When contacting us, include your order number and a screenshot of what you see in Orders & Returns, if possible.

My Purchase Is Outside the Return Requirements

If your purchase does not meet the requirements in the Return Policy, Customer Support can review your request to determine whether an exception may be available.

A review by Customer Support does not guarantee that an exception or refund will be approved.

I Can’t Find My Purchase in Orders & Returns

First, make sure you are signed in to the VitalSource account used to make the purchase.

Locate your purchase confirmation email and check the email address where the confirmation was received. You may have used a different email address when completing your purchase.

If the confirmation was sent to a different email address:

1. Sign out of your current VitalSource account.
2. Sign back in using the email address where you received the purchase confirmation.
3. Open Orders & Returns.
4. Locate the purchase.
5. Select Start a Return, if available.

If you cannot remember the password associated with that email address, use the Forgot Password option on the VitalSource sign-in page.

I Found My Purchase Confirmation, but the Order Still Isn’t in My Account

Review the purchase confirmation to determine where the purchase was completed.

Refunds through Orders & Returns are available for qualifying purchases made directly through the VitalSource Store.

If your purchase was not made directly through the VitalSource Store, it may not appear in your VitalSource Store order history and generally cannot be refunded through the VitalSource Store.

Contact the original point of purchase for information about its refund or return process.

If you are unsure whether your purchase was made directly through the VitalSource Store, contact Customer Support so we can help determine whether the order is one we can assist with.

I Can’t Find My Purchase Confirmation

Check all email addresses you may have used when making the purchase, including spam or junk folders.

If you still cannot locate your purchase confirmation and cannot find the order in Orders & Returns, contact Customer Support.

Provide as much information about the purchase as possible, including:

• Your name
• Email address or addresses you may have used
• Title of the digital product
• Approximate purchase date
• Approximate purchase amount
• Any order information you have available

My Purchase Was a Bulk Order

Bulk purchases have separate return and refund requirements.

Review the Bulk Order Return Policy for eligibility and instructions.

If you still need assistance after reviewing the Bulk Order Return Policy, contact Customer Support.

Still Can’t Complete Your Return?

If your purchase was made directly through the VitalSource Store but you cannot complete the return through Orders & Returns, contact Customer Support.

When contacting us, provide:

• Your order number, if available
• Email address associated with the purchase
• Title of the digital product
• A brief description of what happens when you select Start a Return
• A screenshot of the issue or error, if applicable