Can I ask for a refund instead of a replacement?

Yes. Say so in **Description** when you [file your claim](/help/buyer-protection/how-do-i-file-a-claim). Support takes it into account when deciding.

Where does a refund go?

Back to the payment method you paid with. A refund can't be sent to a different card or account.

How long does a refund take to show?

That's up to your bank or payment provider, usually around 5 to 10 business days. A refund made soon after you paid can show as the original charge disappearing from your statement, with no separate refund line.

Do I need to do anything with the old key?

No. Stop trying to redeem it, and tell us in your claim whether it was ever redeemed.

Does this apply to eSIMs?

Yes, every order is covered. For signal or data problems, check [My eSIM shows no signal or won't connect](/help/esim/esim-troubleshooting-no-signal) first: it can be a phone setting rather than a faulty eSIM.

What if I just changed my mind?

That isn't covered by buyer protection. You can still send a **Refund request**, and support reviews it. See [Does buyer protection cover changing my mind?](/help/buyer-protection/buyer-protection-does-not-cover-remorse)

Will I get a refund or a replacement key?

Support decides after checking your claim. The fix follows the problem. A key that doesn't work or never arrived can be replaced. A key for the wrong region can't be made to work, so support looks at a refund instead. You can say which you'd prefer when you file. Filing is free either way.

Frequently asked questions

How do I file a buyer protection claim?
How long do I have to file a claim?
How long does game key delivery take?

Still stuck?

Contact us with your order number and a screenshot of the error, and copy the message word for word, including any error code. We reply by email, usually within a day. If the code can't be used, buyer protection covers you for 24 hours after delivery.

Contact support