Refund and Returns Policy

Refund & Returns Policy (Digital Products)
Last updated: 01.16.2026

This Refund & Returns Policy applies to purchases made on gamestore.net (“we”, “us”, “our”). Our products are primarily digital goods, including game/software activation codes (“Keys”) and digital game accounts (“Accounts”).

If you have any questions or want to request a return, exchange, or refund, contact:
[email protected]

1) Return Policy Parameters (for eligible returns)
To keep our policy clear and consistent, the following parameters apply to eligible returns:

– Product condition: Only new products (unused / unredeemed / unaccessed)
– Return window: Within 2 calendar days of purchase (for eligible non‑defective returns)
– Return method: By mail (see Section 7 for how to request/complete a return)
– Currency that applies to this policy: EUR (€)
– Return label: Included in the package (free) / provided at no cost where applicable
– Restocking fee: No cost
– Refund processing time: Up to 7 days after approval (banks/payment providers may take additional time)

Note: For digital goods, a “return shipment” is usually not required. Returns are typically verified and processed remotely. If a physical return is ever required, it will be handled by mail as described below.

2) Definitions (Important)
“Delivered” means:
– For Keys: the key/code has been displayed in your account/order area or otherwise made available to you digitally.
– For Accounts: the account credentials have been provided to you digitally.

“Used / Redeemed / Activated / Accessed” means:
– A Key has been redeemed/activated on the relevant platform; or
– An Account has been logged into, used, activated, or otherwise accessed.

3) Order Cancellation BEFORE Delivery
If you wish to cancel your order before your order has been delivered, please contact us immediately at [email protected].

If we can stop delivery, we will refund you in full without delay.
If your payment has only been authorised (not charged), there is no refund fee and we simply void your authorisation.

4) Non‑Defective Returns (Change of Mind / Ordered by Mistake)
We accept returns/refunds for non‑defective products ONLY if ALL of the following are true:

1) The Key(s) have NOT been redeemed/activated; AND
2) The Account has NOT been logged in / used / activated / accessed; AND
3) The refund request is submitted within 2 calendar days of purchase; AND
4) The request complies with our Terms & Conditions:

Terms and Conditions

If the Key/Account has been used/redeemed/accessed, the purchase becomes final and a non‑defective refund is not possible (see Section 6).

5) Defective Products / Warranty (Replacement or Refund)
We offer a lifetime guarantee period in which gamestore.net replaces or refunds any product damage or malfunction caused by the product/license itself (and not by customer misuse). In practice, we often replace or refund products beyond lifetime due to a fault of our own.

If you experience any difficulties with a Key or Account you purchased, please contact [email protected] with:
– A description of the issue, and
– Screenshot evidence of the error (where applicable).

It may take a few days to process your request since we may have to contact our suppliers.

If we investigate your complaint and confirm there is a fault with the Key/Account:
– We will replace it or refund it, whichever you prefer.
We never leave our customers without a working Key/Account or a full refund for confirmed defects.

Warranty scope note:
Our warranty extends to the activation/license itself. If you have technical difficulties with installed software beyond activation, you must contact the manufacturer for technical support.

6) No Refund After Use / Redemption (Digital Product Rule)
Because digital Keys and digital Accounts cannot be resold once used:

– For Keys: once the code has been delivered and redeemed/activated without fault, there is no return or refund of any kind (unless the product license becomes faulty later and the issue is confirmed as a defect).
– For Accounts: once the account has been delivered and accessed/logged into/used without fault, it cannot be returned or refunded.

We cannot cancel or refund an order just because you don’t enjoy / like the product after you have redeemed/used it.

7) Return Method (By Mail) & Return Label
Return method: By mail.

How returns are handled in practice:
– Digital goods are normally verified remotely (you contact [email protected] and we verify eligibility).
– If a physical return is ever required (for example, if a return process involves a physical item in the future), it must be returned by mail.

Return label:
– Return label is included in the package / provided at no cost where applicable.

To start any return/refund/exchange, you must first email [email protected] with your order number and request details.

8) Exchanges
We accept exchanges.

Exchanges are available for eligible orders, typically when:
– A Key has not been redeemed; or
– An Account has not been accessed/used; or
– A defect is confirmed and you prefer replacement over refund.

Contact [email protected] to request an exchange.

9) Fees (Restocking Fee: No Cost)
We do not charge any restocking fee.

Important: Depending on your bank/payment method, currency conversion or bank handling fees may apply outside of our control. These are charged by your payment provider, not by gamestore.net.

10) Refund Processing Time & Currency
Currency:
– This policy is stated in EUR (€). Refunds are processed in EUR. If you paid in another currency, your bank/payment provider may convert the amount.

Refund processing time:
– Once approved, we process refunds within up to 7 days. Your payment provider may take additional working days for the refund to appear on your statement.

11) Fraud / Suspicious Orders
gamestore.net reserves the right to cancel any incoming order which it might believe to be of a suspicious nature (unauthorised / suspected fraud payments, etc.). In this case we issue a full refund.

12) Pre‑Orders
If you want to cancel a pre‑ordered product, the refund will only be processed on the day after the release date. We must do this to prevent pre‑order fraud.

13) Game Account Warranty Rules (Customer Responsibilities)
To keep your Account warranty valid, you must follow these rules:
– Never change the account’s email or password.
– Never share your account details with others.
– Never try to install the game to ANOTHER console outside permitted use.
– You must play the game from your personal account.
– You can only install the game on one console at ONE time.
– If your console changes or is corrupted/broken, it is not our responsibility to do so.
– You need to start to download the game within 48 hours.

If any of the above rules is violated, you accept that you have lost your guarantee for your game account.