What's the difference between a fault and a change of mind?

A fault is a key that doesn't work, never arrived or is for the wrong region. A change of mind is deciding you don't want something that works as the product page described. Only a fault is covered by buyer protection.

How do I ask for a refund?

Open the [contact form with Refund request chosen](/contact?category=refund), say why you want a refund, and add your order number and a screenshot, such as your order page. [How do I contact support?](/help/getting-started/how-do-i-contact-support) walks through each box.

Will I get my money back?

Support reviews each request against your order. We can't promise a refund for a change of mind.

Does it matter if I've redeemed the key?

Yes. A redeemed key is tied to the account that redeemed it and can't be used again, so say in your request whether you've redeemed it. If you haven't, don't while you wait.

What if I bought the wrong platform or region?

See [What if I bought the wrong thing?](/help/getting-started/what-if-i-bought-the-wrong-thing) If the key doesn't match what the product page said, that's a fault and buyer protection covers it.

Does buyer protection cover changing my mind?

No. Buyer protection covers an order that doesn't work as sold, not a change of mind about one that does. You can still ask: send a **Refund request** on our [contact form](/contact?category=refund) with your order number, and don't redeem the key while you wait. Support reviews every request, and a refund isn't guaranteed.

Frequently asked questions

How long does game key delivery take?
What is Andalu's buyer protection policy?
How do I file a buyer protection claim?

Still stuck?

Contact us with your order number and the exact message you see, word for word, including any error code. We reply by email, usually within a day.

Contact support