# When can I get a refund? There a few scenarios in which we will refund a customer with cash or Agora Credits. \ \ A customer will get a full refund via credits in the following cases: 1. Product was never shipped to the customer. 2. Product never arrived to the customer. 3. Product was damaged when it arrived at the customer. 4. [Product was unavailable or out of stock](/customers/guides/agora-out-of-stock-policy.md) at the point of purchase after the transaction was done. In this case, we will only refund you for the products affected in your order, not for the full order. Agora reserves the right to request evidence before processing a refund. For example, if a product was damaged at the point of arrival, our Support team will ask for some information verify that it was damaged before it arrived at the customer's delivery address. A customer will get a partial refund via credits in the following cases: 1. Product was severely delayed, which is defined by arriving more than a week later than expected. Our team will awards credits based on the above criteria and these will display in your Agora customer profile. We will confirm via email when that has happened after reviewing your case. If you have any questions, contact [Support](/support/premium-support.md). --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.searchagora.com/customers/guides/when-can-i-get-a-refund.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.