How do I request an order cancellation and get a refund?

In 2015 Hotmart implemented a new warranty period policy. Producers can now choose to offer 7-day, 15-day or 30-day unconditional warranty periods for their products. For more information, take a look at the post on our blog:


New warranty for published products: New deadlines for buyers


Thanks to this policy, if you are unsatisfied with a product, you will have time to request the cancellation and a refund of the order. To begin, go to Request Refund page and fill in the information.

Once the request has been sent, you will receive confirmation on the screen and an e-mail with more information about the process. If you see the message "You can only request refunds for approved orders" when completing the request, the refund has already been requested by the merchant or by someone else. Check your e-mail inbox.


The merchant will receive a message about the refund request and will have 10 days to make the refund. If the refund has not been paid after 10 days, please contact our Support Team so we can process it. Hotmart is responsible for issuing all refunds beyond the original 10-day period. Once the refund has been processed, the corresponding amount will be available for withdrawal, depending on the payment method used in the original purchase.


Credit card via BCash, PayPal or HotPay

For orders paid with credit cards, the amount of the purchase will be refunded in the next invoice or in the invoice for the following one - that is, 30 to 60 days after the request, depending on invoice expiry dates. Any other amount (relative to that order) charged in this period will be refunded. The 30-60 day period is due to the various agents involved in processing the transaction.


The refund will appear in the invoice as a negative posting, identified as PAYPAL or HOTMART ONLINE PURCHASE. Credit card operators usually process refunds in one of two ways:

  1. The credit card operator refunds the paid amount as credit in your invoice and reverses other amounts yet to be paid.
  2. The credit card operator refunds the total amount of the order as credit in your invoice and proceeds to charge you for other installments, as originally planned.


If you have any questions, we suggest you contact the customer support team for the payment method employed.


If you have any problems with this procedure, please send a request to our support team. Use the subject REFUND.


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