A gift card bought for the wrong region or amount by your own selection is not refundable and cannot be exchanged. If it is not delivered yet, contact support at once.
It depends on whose mistake it was and whether the product has been delivered. A delivered product that you chose by mistake cannot be refunded or exchanged for another one.
01If you chose the wrong product
The Refund Policy does not refund:
- A gift card bought for the wrong region or denomination (amount) because of your own selection.
- A game that is region-locked or does not fit your platform, bought despite the warnings on its page.
- An eSIM plan bought for a device that does not support eSIM.
- A mobile top-up sent to a wrong phone number that you entered.
The policy has no exchange for a product that was delivered as ordered. This applies even if the code has not been used.
02If it has not been delivered yet
An order for a digital product that has not been delivered may be eligible for cancellation. Cancellation is only possible before delivery.
- 1Open your order page and check the item. Processing means it has not been delivered yet.
- 2Do not claim or redeem anything on the order.
- 3Contact support at once and say which item is wrong.
Support cannot promise a cancellation, because delivery is usually instant. See Can I cancel my order?.
03If we delivered something different from what you ordered
That is not your mistake. If the delivered product is materially different from the product page, for example another region, another amount or another product, the Refund Policy treats it as a reason for a refund. Where appropriate, a replacement may be offered instead. See How do I request a refund?.
04Avoid it next time
- On a gift card page, read Redeemable in and compare it with the country of your account with that brand.
- Check the amount and the currency before you select Buy now or Add to cart.
- For a game, check the platform and the region on the product page.
- If you are unsure, ask support before you pay.
Tip: a card you cannot use yourself can still be given to someone whose account is in that region.
05When to contact support
Contact support as soon as you notice the mistake, before the item is delivered if possible. Use the support widget on the site or email [email protected], and include:
- Your order number and the email used for the order.
- The product you received and the product you meant to buy.
- Whether the code has been revealed, claimed or redeemed.
- If we delivered something different: a screenshot of the product page or order, and of what you received.
Never send your password, verification codes, wallet seed phrase or private keys. We will never ask for them.