Refund Policy

Andalu is the seller of every order, and every order is covered by buyer protection at no extra cost. This page explains when we replace or refund an order, how to ask, and how a refund is paid. Report a problem within 24 hours of delivery. Filing a claim is free, and you don't need an account.

- A key that doesn't work: the platform refuses it as invalid or already used, and it isn't a typing mistake or the wrong account. - A key that never arrived. - A key that doesn't match your order: it's for a different platform or region than your order and the product page said. - A key that redeemed but isn't what the product page described. - An eSIM that can't be used. Report it within 24 hours of delivery. Support checks your order and decides whether to replace it or refund you. You can say which you'd prefer when you file.

- Changing your mind about something that works as the product page described. - A key for a region that doesn't match your account, when the key matches its listing. The key works as sold, but not on your account. Contact us anyway: we'll look at it, but we can't promise a refund. - A key bought for another platform than the one you play on, when the listing named that platform. - DLC that needs a base game you don't own. - A redeemed key that works as described. A redeemed key belongs to the account that redeemed it and can't be used again. For any of these, you can still send a Refund Request. Support reviews each one, but a refund isn't guaranteed. Don't redeem the key while you wait.

Not installed yet: if you bought the wrong plan, don't install it. Send a Refund Request with your order reference within 90 days of purchase, and support reviews it. An eSIM that is never installed and used within 90 days of purchase expires, and can't be refunded, topped up or sent again after that. Installed: an eSIM's QR code installs once, on one phone, so an installed eSIM can't be moved or used again. Tell us before you install it if you want to ask for a refund. No signal or won't connect: check the no-signal steps in our Help Center first. It can be a phone setting rather than a faulty eSIM. If it still can't be used, buyer protection covers it for 24 hours after delivery.

An order can't be cancelled once it has been delivered. If you ordered by mistake, don't redeem the key or install the eSIM, and send a Refund Request. We may cancel an order ourselves and refund it in full, for example when it fails our fraud checks.

Use our contact form. For a fault, choose Buyer Protection Claim. For anything else, choose Refund Request. Include your order reference, the platform you redeemed on and a screenshot or photo of the message you see. Don't paste the full key. We reply by email, usually within a day.

A refund goes back to the payment method you paid with, in the currency you paid in. It can't be sent to a different card or account. How long a refund takes to show is up to your bank or payment provider. 5 to 10 business days is common. A refund made soon after you paid can show as the original charge disappearing from your statement, with no separate refund line. Card payments appear on your statement with ANDALU.COM in the description.

Nothing in this policy limits the rights you have under consumer law where you live.