Digital Code Replacement and Refund Policy

1. Scope

This policy applies to all digital codes and cards sold by the store, including PUBG Mobile codes, Apple, App Store, and iTunes gift cards, and other digital products.

2. Delivery and code disclosure

A code is considered delivered and disclosed when the complete code becomes available to the customer on the order page or through an approved delivery channel. The delivery time recorded in our systems is authoritative.

Payment alone does not constitute disclosure while the customer has not been enabled to access the complete code.

3. General rule after disclosure

Because digital codes are confidential and can be copied or used immediately after disclosure, a code cannot be returned or replaced after it is made available to the customer for any of the following reasons:

• The customer changes their mind after purchase.
• The customer selected an unsuitable product, category, value, country, or region.
• The customer wants to exchange the code for another brand or category.
• The code is incompatible with the customer's account because the account country or region differs, provided the code region was stated in the product description.
• The product price changes after the order is completed.
• The customer shares the code with another person or sends it to an untrusted party.
• The customer's account has an issue, restriction, or suspension unrelated to the code's validity.

4. Cases eligible for replacement or refund

After disclosure, a code cannot be converted into a different value, brand, or region even when the customer states that it was not used. The customer may request verification and a remedy when one of the following cases is established:

• The code is invalid, not activated, or does not work on the first correct redemption attempt.
• The code does not match the product, value, or region stated in the order because of a store error.
• The code had already been used, redeemed, or credited to another account before it was delivered to the customer.
• The code expired before delivery, unless its expiry date was disclosed before purchase.
• Codes delivered by the store are missing, duplicated, or incorrect.

5. Submitting a verification request

A message stating that a code is used or invalid is not, by itself, sufficient to establish eligibility. The request remains subject to verification by the issuer or supplier.

The request must be submitted through a refund request as soon as the problem is discovered and must include the following information as applicable to the product:

• Order number.
• Product name, code value, and region.
• A clear screenshot or screen recording of the error message.
• Date and time of the redemption attempt.
• Player or account identifier when needed, without providing a password.
• Issuer case or ticket number when requested.
• Do not publish the complete code publicly or send it outside the secure request channel. The store will never request the customer's password, verification code, or account credentials.

6. Verifying PUBG Mobile codes

The following verification steps apply to a disputed PUBG Mobile code:

• The customer provides the order number, an image of the error, the player identifier, and the date and time of the redemption attempt.
• The store opens a ticket with the supplier or approved support channel to check the code's validity, status, and redemption date and time, subject to the data the supplier makes available.
• The verification result is compared with the recorded code delivery time.
• If the code was used or credited before delivery, or was invalid at delivery, the customer qualifies for a remedy.
• If the code is valid and unused, the refund request is declined and redemption instructions are provided when available.
• If the code was used at or after the delivery time, the request is declined unless the use is shown to have resulted from a store error.
• We aim to complete PUBG code verification within three business days, although the time may vary with the supplier's response.

7. Verifying Apple, App Store, and iTunes cards

When a card is reported as used or not activated, the following steps apply:

• The customer first confirms that the Apple account country or region matches the card.
• If the card has already been redeemed, the customer signs out of the App Store, signs back in, and checks the account balance.
• If the issue continues, the customer opens a case with Apple Support and sends the case number to the store.
• When required, the store provides the customer or Apple Support with valid proof of purchase from Apple or an authorized distributor, together with the serial number or available card details. Commercial information unrelated to the customer's code may be redacted.
• The customer continues the case with Apple and provides the store with Apple's official statement on the code status and, when available, its redemption date or time.
• A refund decision is not based solely on a screenshot of an error message without completing the required verification.

8. Verification outcome and remedy

When the customer's eligibility is established, the case is resolved through one of the following options:

• Replace the affected code with a matching code of the same brand, region, and value.
• Refund the value of the affected code through the available refund mechanism.
• If an order contains multiple codes and only one or some are affected, the remedy is limited to those affected codes.

9. Processing time

The store responds to a refund request no later than 24 hours after receiving it.

The initial response does not mean that the technical investigation is complete. External verification may require three business days for PUBG codes or the time taken by Apple Support.

10. Evidence and misuse of this policy

A request may be declined in any of the following cases:

• The customer does not provide the required information or evidence.
• The customer does not cooperate with the verification process.
• The code is confirmed to have been used after delivery.
• The problem results from the customer's selection, account, or breach of the issuer's terms.
• False or misleading information or documents are submitted.