Eligible purchases made directly through the VitalSource Store can typically be returned through your VitalSource Account Center.
If you cannot find your order or the option to request a refund is unavailable, use the steps below to determine what to do next.
First, review the VitalSource Refund Policy
Before contacting Support, please review the VitalSource Refund Policy to confirm that your purchase meets the requirements for a return.
Being able to see an order in your account does not necessarily mean it is eligible for a refund. Refund availability depends on the terms of the Refund Policy and the purchase.
My purchase is eligible, but I don’t see an option to request a refund
If you’ve reviewed the Refund Policy and believe your purchase is eligible, but the return option is not available in your Account Center, VitalSource Support can review the order with you.
Before contacting us, please have the following information ready:
- Order number
- Email address used for the purchase
- Title of the item you want to return
- Date of purchase
- Reason you’re requesting the refund
- Screenshot of what you see in your Account Center, if possible
Our Support team can review the order and determine what options are available.
I can’t find my order in my Account Center
First, make sure you’re signed in to the same VitalSource account used when the purchase was made.
If you use multiple email addresses, consider whether the purchase may have been completed using:
- A personal email address
- A school-issued email address
- Another email address you commonly use for online purchases
You should also review your original order confirmation to verify where the purchase was made.
Was the purchase made directly from VitalSource?
Orders purchased directly through the VitalSource Store should be associated with the account used to complete the purchase.
If you locate the correct account and find your order, you can return an eligible purchase from your Account Center.
If you still cannot locate a VitalSource order, contact Support and provide your order confirmation or receipt along with any email addresses that may have been used for the purchase.
I purchased my materials from a publisher, bookstore, or another retailer
Purchasing a VitalSource-powered eTextbook does not necessarily mean the purchase was made from VitalSource.
If you purchased your materials through a:
- Publisher
- College or university bookstore
- Online bookstore or retailer
- School course-materials program
- Other third-party seller
the purchase may not appear in your VitalSource order history.
In most cases, refunds must be requested from the company or bookstore where the purchase was originally made. VitalSource generally cannot refund a payment collected by another seller.
Check your receipt, order confirmation, or payment information to identify the company that processed your purchase.
If you’re unsure whether VitalSource processed the transaction, contact VitalSource Support with a copy of your receipt or order confirmation, and we’ll help determine whether the order is one we can assist with.
What if I placed a bulk order?
Bulk purchases have separate return requirements and policies.
If your purchase was a bulk order, please review the VitalSource Bulk Order Return Policy for information about eligibility and the appropriate return process.
I successfully submitted my return. When will I receive my refund?
If your return was successfully processed, no additional action is normally required.
Most refunds settle within 5–10 business days after they are processed.
The exact timing may depend on your financial institution and original payment method.
If that timeframe has passed and you still don’t see the refund, contact VitalSource Support with your order number and refund information so we can review the transaction.
Still need help?
If you cannot complete an eligible return or cannot determine whether VitalSource processed your purchase, we’re happy to help.
Before contacting Support, please gather:
- Your order number, if available
- The email address used for the purchase
- Any other email addresses you may have used
- A copy or screenshot of your receipt or order confirmation
- The title of the item
- Purchase date
- Where you purchased the item
- A screenshot of what you’re seeing in your Account Center, if applicable
Providing this information when you contact us will help our Support team determine whether the purchase was made through VitalSource and what options are available.
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