How do I request a refund?

Refunds are requested through support. There is no refund button on an order, because each request is checked against the Refund Policy.

01Before you ask

• Check the status of your order. If it is still being prepared, see I paid but have not received my order.
• If a code does not work, try the steps in the article for that product first. Many errors come from the brand's own rules, such as the account's country.
• Do not redeem the code if you intend to ask for a refund. Under the Refund Policy, a redeemed or partly used gift card and an activated, redeemed or revealed game key cannot be refunded.

02Steps

1. 1Signed in: open the order under Orders and select Get help with this order. Otherwise open the support widget on the site, select Send us a message and choose Order. You can also email [email protected].
2. 2Give your order number and the email used for the order, and name the item the request is about.
3. 3Describe what went wrong in one or two sentences.
4. 4Attach evidence: a screenshot of the error message from the brand's site or app, or of your order page.
5. 5Send the request and keep the ticket reference you receive.

Ask as soon as you notice the problem. For digital items, report a problem within 48 hours of delivery. For a Shop order, report a damaged or wrong item within 7 days of delivery. Later requests may still be considered.

03What to expect

• Once we have your request with the details we need, review and refund are usually completed within 0–24 hours. Rare cases can take longer, for example when a supplier has to confirm, or for airline and hotel refunds.
• You get an answer either way. If the request is declined, support explains the reason. Where appropriate, a replacement may be offered instead of a refund.
• An approved refund goes back to your original payment method. If you have a KryptoMate account you can have it credited to your Mate Wallet instead, which is the instant option. See How will I get my refund and how long does it take?.

04What helps your request

• Screenshots that are complete and unedited, showing the full error.
• The order number in your first message.

Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.

05Related articles

• Understanding KryptoMate's Refund Policy
• How will I get my refund and how long does it take?
• What if I disagree with a refund decision?