Refunds

This policy explains when you can get your money back for an order on Gamequay and how it works. To ask for a refund, use the contact form with your order number.

Keys you have not revealed

Every key stays hidden on your order page until you press Reveal. While the keys of an order are still hidden, you can ask for a refund of that order for any reason within 14 days of placing it. We check that no key was revealed and refund the order.

Keys you have revealed

Once you reveal a key, you can see it and use it, so we cannot take it back. A revealed key is not refunded because you changed your mind, bought the wrong product or the wrong platform, or because a game does not run on your device. Please check the platform, the region and the system requirements on the product page before you reveal a key.

A key that does not work

If a key, revealed or not, is refused by the platform as invalid or already used, write to us with your order number and, if you can, a screenshot of the message the platform shows. We check the key with our supplier and replace it. If we cannot replace it, we refund the order.

Orders we cannot deliver

If we cannot deliver a key you paid for, for example because the product went out of stock between your payment and the delivery, we refund the payment in full without you having to ask.

Pre-orders

A pre-order can be refunded on request at any time before its key is delivered on release day. After delivery the rules above apply.

How refunds are paid

Refunds go back to the card you paid with, through our payment provider Trezuz, for the full amount you paid in euro. We send you an email when the refund is confirmed. Your card issuer decides how long the money takes to appear on your statement; it is usually a few working days. A refunded order's keys can no longer be revealed.

We answer refund requests by email within 48 hours.

Your legal rights

This policy adds to, and does not replace, the rights you have under consumer law, including the right of withdrawal described in the terms of sale.