Refund Policy

This Refund Policy explains when you get your money back, when you get a replacement key instead, and when the answer is no. Digital keys work differently from physical goods, so the honest version of this page is more specific than “30-day returns” — please read it before you buy rather than after.

1. The one rule that explains the rest

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.

So the rule is: once a key has been revealed to you, it cannot be returned because you changed your mind. That is not a policy we chose to be strict; it is the nature of the product, and every honest seller of digital keys works the same way.

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.

2. Before the key is revealed

Up to the moment of delivery, cancelling is straightforward. Because payment here is arranged manually with a manager rather than charged automatically, there is a real window between placing an order and receiving the key.

• 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.

3. When a key is faulty — replacement or refund

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

• does not activate — the platform rejects it as invalid, malformed or not recognised;
• has already been used — the platform says it has been redeemed by someone else;
• is region-locked contrary to the listing — the product page said your region was covered and the platform disagrees;
• unlocks the wrong product — a different game, a different edition, or a DLC where the base game was listed.

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.

This right sits on top of your statutory rights. If you buy as a consumer in the EU, the law on digital content requires what we supply to conform to its description, and gives you remedies if it does not. Nothing on this page limits those rights, and where this policy and the law differ, the law wins.

4. When we cannot refund

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.

5. Your EU right of withdrawal, and why it ends at delivery

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. By placing an order here you are asking us to supply the key as soon as your payment is confirmed, and this page is the notice of what that costs you.

In practice this means: your 14-day withdrawal right runs until we begin supplying the key, and ends at that point. Before delivery it is fully intact — see section 2, and use it. After delivery, only the faulty-key remedies in section 3 remain, and those are the ones that matter anyway, because they cover the situation where something is genuinely wrong.

You are entitled to ask for that, and asking does not affect your order in any other way.

6. If we cancel your order

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.

7. How to make a claim

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

1. Your order number. It is in every email we sent about the order.
2. Which key is affected, if the order had more than one.
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. The exact wording of the error, and the platform and region of the account you tried to redeem on.
5. What you have already tried — a second attempt, a different account, a different region setting.

Raise the claim as soon as the problem appears. Speed genuinely matters here: while the fault is fresh, our supplier can usually issue a replacement key, which gets you the game. Once their own window has closed, a refund may be the only remaining option, and on an old claim it can become difficult to evidence anything at all. Do not sit on a key that failed.

8. How we handle it

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.

9. How refunds are paid

A refund is returned by the same route the payment arrived — if you paid by bank transfer, it goes back to the account it came from. We cannot send a refund to a different person or a different account than the one that paid, which is a fraud-prevention rule and not negotiable.

We refund the amount you paid for the affected item, in the currency it was charged in, which is euro. Any fee your own bank charges on the incoming transfer, or any loss you make on a 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.

10. Chargebacks

If you think something has gone wrong, contact us before contacting your bank. A chargeback on a delivered, working key is treated as abuse: we contest it with the delivery evidence, and we may decline to serve you in future. Contact us first and you will almost always get a faster answer than a chargeback would produce anyway.

11. Changes to this policy

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.

12. Contact

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.