This is the most common reason for a refund or return. If the virtual product has quality defects (e.g., unplayable digital content, incomplete files, functional failures) or the seller fails to fulfill the promised terms (e.g., delayed delivery, inconsistent product description with the actual item), buyers may apply for a refund or return based on the specific situation.
If the seller explicitly promises a no-reason refund during the sales process, buyers may apply for a refund or return in accordance with the terms of that promise, provided the virtual product remains in its original unused state (e.g., unactivated accounts, unopened digital licenses).
Some platforms have dedicated refund and return regulations. For example, Steam allows refunds within 14 days of purchase, provided the total usage time of the product is less than 2 hours. Please refer to the respective platform’s official rules for details.
When the above eligibility conditions are met, buyers shall initiate a refund or return application through the original purchase platform, and truthfully provide relevant information such as the application reason and supporting evidence.
Sellers have the right to review the refund/return application and may reject requests that do not meet the eligibility conditions. If the application is rejected, buyers may modify the application with supplementary evidence or request platform intervention.
If the refund/return agreement includes a return requirement, buyers must return the virtual product (e.g., related accounts, digital files, activation codes) to the seller within 3 working days after the application is approved, and provide proof of return as required.
We have a 14-day return policy, which means you have 14 calendar days from the date of receiving the product to apply for a return.
We will process your return request within 48 hours after receiving it. After the refund is approved, the refund amount will be returned to your bank account via the original payment method within 7-15 working days. The actual arrival time may vary slightly depending on the processing cycle of the payment institution and the bank.
Before the transaction is successfully completed (e.g., the product has not been delivered), buyers may apply for a refund in accordance with platform rules, and the refund will be processed after the seller confirms the cancellation of the transaction.
Within 15 calendar days of the successful transaction, buyers can apply for after-sales services such as returns and refunds if the product meets the refund/return eligibility conditions specified in Section 1.
If the 15-day after-sales protection period expires, the platform will no longer accept related refund or return claims, unless there is sufficient valid evidence to prove that the quality issue or seller breach occurred within the protection period but was discovered later.
If the seller refuses the refund request without a reasonable reason or fails to handle the application within the specified review time (48 hours), buyers may initiate a dispute and request platform intervention.
The platform will investigate and resolve the dispute based on the evidence provided by both parties and the agreed rules. The platform’s decision shall be binding on both buyers and sellers.
Read the Agreement Carefully: Before purchasing virtual products, please carefully read this refund/return policy and the seller’s specific terms to fully understand the applicable conditions, time limits, and processes for refunds and returns.
Retain Evidence: Please keep relevant documents and records, including but not limited to purchase receipts, order confirmation screenshots, communication records with the seller, and proof of product defects, as supporting materials for refund/return applications and dispute resolution.