购物指南

Refund Policy & Process: What Is Refundable and How Long It Takes

2026-11-02

Refund rules for digital goods differ from physical e-commerce. This page explains exactly what's refundable, what isn't, and how the process works — two minutes before buying saves misunderstandings after.

Refundable situations

Scenario Handling
Manual product, top-up failed Automatic full refund to the original method — no application needed
Paid but long undelivered Verified refund or redelivery (your choice)
Duplicate/over-payment Difference refunded via the original method after verification
Product severely mismatched from its description Full refund after verification

Non-refundable situations

  • Instant-delivery products once the card key is displayed: the content is consumable the moment it's shown (copyable, usable) and cannot be recalled — an industry-wide rule for digital goods. Please confirm your need before purchasing;
  • Wrong top-up account entered: instant-delivery keys cannot be recovered; manual orders will do our best to intercept, without guarantee;
  • Failures caused by third parties (platform risk control, account bans): we assist in verifying, but they aren't product defects.

Refund process

  1. Open a ticket: order page or the chat widget → human agent → order number + situation;
  2. Verification: support checks order status and payment records (a charge screenshot may be requested);
  3. Execution: refunded to your original payment method;
  4. Timing: PayPal/cards typically 3–14 business days (settlement cycles vary by provider); bank transfers follow the bank's schedule.

Principles

  • Every refundable yuan is returned: manual failures refund automatically, no chasing needed;
  • Non-refundable cases are stated plainly — a rule fair to both sides;
  • Everything is recorded in the ticket for later review.

FAQ

Where does the refund go? Back to the original method: PayPal to PayPal, card to card — never forced into site credit.

Partial delivery? Manual products are settled per actual outcome: failed parts refunded, delivered parts kept (rare; itemized in the ticket).