Refund policy

If something is wrong with your order, contact us from the help centre or the Support section of your account with your order number and a description of the problem, and if possible a screenshot of the error message. Never send us passwords, identity documents or the key itself in a public message. We acknowledge every request and normally answer within two working days.

You are entitled to a replacement or a full refund when a key or code is invalid, has already been used before we delivered it, does not match the edition, platform or region stated on the product page, or cannot be activated for a reason on our side. We check the key with the publisher or issuer; while that check runs we may ask you for the activation error and, for a gift card, whether the code has been revealed.

Because digital content is supplied immediately at your request, the 14-day right of withdrawal does not apply once the key or code has been delivered (see the Terms). We therefore cannot take back a working key that has been revealed or redeemed because you changed your mind, bought the wrong edition or your device does not meet the publisher's requirements. Orders that have not yet been delivered can be cancelled from support at no cost.

Approved refunds go back to the original payment method: store credit is restored to your wallet, Paysera payments are returned to the card or account used, and cryptocurrency payments are refunded at the EUR value of the order in the same asset or, if you prefer, as store credit; network fees for the return transfer are not refunded. We tell you the amount and the route before we process it. Refunds are issued within 14 days of approval; how quickly the money appears depends on your provider.

Nothing in this policy limits your mandatory rights as a consumer under the Law on Consumer Protection of Kosovo or the law of your country of residence. If we cannot resolve a complaint to your satisfaction, you may take it to the competent consumer protection authority or court.