A game key is a secret. Its entire value is that nobody has seen it yet. The moment we show it to you, we cannot un-show it, and we cannot take it back — you could have copied it, redeemed it or passed it on in the second after it appeared on your screen. Neither we nor our supplier can verify otherwise.

What that rule does not cover is a key that does not do what it was sold to do. That is a different situation entirely, and it is covered in section 3.

Up to the moment of delivery, cancelling is straightforward. Contact us immediately: once a confirmed payment triggers fulfilment and a digital key is revealed, the cancellation rules below change.

• Order placed, not yet paid. Write to us and we will cancel it. Nothing has been charged, so there is nothing to refund.
• Paid, key not yet issued. Write to us immediately. If we can stop the order before the key is bought from our supplier, you get a full refund.
• We cancel the order. If the product turns out to be unavailable, if the listing was wrong, or if we cannot complete the order for any other reason, you get a full refund without having to ask. See section 6.

If the key does not work as described, you are entitled to a fix. Specifically, we replace or refund a key that:

Our first remedy is a working replacement key, because that is what you actually wanted. If we cannot supply one, you get a refund of what you paid.

To be equally clear about the other direction. A revealed key is not refundable because:

• you changed your mind, or found it cheaper elsewhere;
• you bought the wrong game, wrong edition or wrong platform by mistake — check the listing before ordering;
• your computer or console does not meet the game’s system requirements, or you do not like the game;
• the key works but you cannot activate it in your country because of a restriction the listing correctly stated;
• you redeemed it on the wrong account, or gave it away, or published it;
• the publisher later changed, delayed, discontinued or removed the game, or banned your platform account.

We also cannot act on a claim we have no way to verify — for example a key you say failed but which the platform records as successfully redeemed.

Consumers in the EU normally have 14 days to withdraw from a distance purchase without giving a reason. Digital content delivered immediately is a specific, legislated exception to that rule, and it is worth understanding exactly how it works.

The exception applies only when three things are true: you have expressly asked for the content to be supplied before the withdrawal period ends; you have acknowledged that asking for that means you lose the right of withdrawal; and we have confirmed the arrangement to you. Checkout therefore has a separate, unchecked box with that exact request and acknowledgement. You cannot place the order without actively ticking it, and the accepted statement is repeated in your order confirmation email.

Occasionally we cannot complete an order we accepted — the product sells out at our supplier between your order and your payment, or a listing turns out to be incorrect. In that case we contact you and you choose: wait for restock if restock is expected, take an alternative product if a suitable one exists, or take a full refund.

We never substitute a different product without your agreement. And if our supplier’s price rises after you ordered, that cost is ours: we will not ask you for extra money on an order we already confirmed, and we will not cancel simply because our margin moved.

Write to orders@key4games.com from the email address you used to order, and include:

1. 1
   Your order number. It is in every email we sent about the order.
2. 2
   Which key is affected, if the order had more than one.
3. 3
   A screenshot of the error, taken on the platform where you tried to activate — showing the platform’s own message. This is the single most useful thing you can send. A screenshot that shows both the key you entered and the platform’s response usually settles the claim on its own.
4. 4
   The exact wording of the error, and the platform and region of the account you tried to redeem on.
5. 5
   What you have already tried — a second attempt, a different account, a different region setting.

A person reads your claim and opens your order. Where the evidence is clear — an unambiguous “already redeemed” message, for instance — we act on it directly. Where it is not, we check the key against our supplier, which takes as long as their response takes, and we tell you what we find rather than leaving you waiting in silence.

If the claim is upheld you get a replacement key, or a refund if no replacement is available. If it is refused we explain why, in terms of this policy, so that you can disagree with a specific reason rather than a blanket answer.

A refund is returned through the original payment route where that route supports refunds; otherwise we will arrange a traceable return to the same payer. We cannot send a refund to a different person or unrelated account, which is a fraud-prevention rule.

We refund the amount you paid for the affected item in the currency recorded on the order. Any fee your own bank charges on the incoming transfer, or any loss you make on a separate currency conversion your bank performs, is outside our control and is not something we can reimburse.

We confirm by email when a refund has been sent. The time it then takes to appear depends on your bank, not on us.

The version of this policy that applies to your order is the one published when you placed it. The “Last updated” date at the top of this page shows when the current version took effect.

Refund and replacement claims: orders@key4games.com, with your order number and the evidence listed in section 7. Questions about the policy itself: legal@key4games.com.