Refunds for applications

As you may (or may not) already know, when you purchase an app (any app, not just Hema's), the purchase is made directly on the app store maintained by the respective app store provider.

If you purchased an app on an Apple iOS device, your app was purchased from Apple via the iTunes App Store.

If you purchased an app on an Android device, your app was purchased from Google via the Google Play Store.

The app store policies generally dictate that all purchases are final, but there are mechanisms to request a refund from the app store providers.

It is not possible to get refunds for subscriptions.

If you require a refund, the process is different depending on the platform and provider, as described below:

Refunds for apps on Apple's iTunes app store

To request a refund on an app store purchase from Apple, you browse your app purchase history using the iTunes software on your PC.

There, you should find an option to "Report a Problem". You can request a refund there. You may need to contact Apple support if there are any difficulties obtaining a refund.

In some cases, the iTunes process may not allow you to request a refund. In this case you may want to contact AppleCare on 1300 321 456 or have a look at Apple's article HERE.

Refunds for apps on Google Play Store

If you wish a refund from Google, you can tap the "Refund" button in the app store against the app in question.


Google Play Store will only display the refund button for a short period after the app has been purchased. This time window seems to change from time-to-time according to Google policy.

The refund button will disappear after the time period has passed, so if you wish to obtain a refund, but do not elect to refund the app within this time period, you will have to request a refund by providing the app developer with the information detailed below.

In order for the Google Play Store refund request to be submitted, we need you to supply the Order ID from the email receipt you received from Google after purchasing the app. The order number will be a random looking collection of numbers preceded by the letters GPA.


Please copy the Order ID from the email you received from the Google Play Store when you purchased the app, and paste it into the body of a ticket submitted to the Hema Tech Support system. We can then submit the refund request on your behalf.

If you do not have the Order ID, you can also tell us the account name (email address) used for your purchase within the app store.


Please Also Note!

The app store refund policies and processes are created and maintained by the respective app store provider (Apple or Google), and are not created or controlled by Hema.