Follow the status of your refund
A refund request goes through several steps until the money is back in your account. We let you know by email at each one, and at any time you check them with the purchase ID.
Check the status
- 1. Open the status of your refund page or the link in any email about the refund.
- 2. Type the Purchase ID and the Purchase email.
- 3. Click See the status.
What happens next
You see the steps of your request with their date. Received says we have it. Approved by the guarantee or Approved by the creator say the refund is going out. On its way says the money has gone out, and the bank can take up to 10 working days. When you see Refunded, the request has finished and the money is back.
Keep in mind
- Waiting for the creator means the purchase was outside the guarantee and the creator has to decide. We let you know by email when they do.
- If the creator rejects it, you see Rejected and you get an email with their answer. You can write to them to talk about it.
- If you see Could not be given back, the bank did not accept the refund, for example because the card no longer exists. The OnBio team writes to you to return your money another way.
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Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support