If you ordered a free software product then you can just return the license in IT Shop (“New Order–>Return Software”) and order the correct product.

Since “New Order–>Return Software” does not automatically refund the money you paid, it will get a bit more complicated if you would like to return a software that carries a charge. Three scenarios that may apply, have to be handled differently.

I ordered the software for the wrong platform or the wrong version

Let’s say you ordered the Windows version of a software by mistake when you meant to get the Mac version or Version 10 when you needed Version 11. In this case let us know by sending an email to itshop@ethz.ch. Do not return the Software in IT Shop, we will assign the correct software to your order.

I would like to get a refund for an erroneous order and it has been less than two weeks

Return the software license(s) in IT Shop and let us know about the order by sending an email to itshop@ethz.ch with the request ID(s) (found in “My Requests” in IT Shop). If it has been less than two weeks since you ordered, we will be able to stop the SAP transaction so you will not be charged for the order.

What happens if my order is older than two weeks?

Generally, since refunding money in IT Shop is a laborious manual process, we are unable to refund SAP payments. Exceptions may apply for very large orders. Contact itshop@ethz.ch