5.1 Why Digital Refunds Are Different

Digital products cannot be returned in the same way as physical merchandise.

An activation code may lose its resale value once revealed. A direct top-up may be impossible to withdraw after credits have been applied. A membership or entitlement may be consumed immediately after activation.

For these reasons, completed digital transactions are generally final, subject to the exceptions described below and any mandatory consumer rights.

5.2 Orders That May Qualify for a Remedy

A refund, replacement, redelivery, or correction may be considered where:

  • Payment was collected but fulfillment did not occur;
  • The same order was charged more than once;
  • A code was invalid before being delivered;
  • A code had already been redeemed before delivery;
  • The product supplied was different from the confirmed order;
  • A top-up failed despite accurate customer information;
  • Grithorn applied an incorrect quantity;
  • Grithorn fulfilled an account different from the confirmed details;
  • The product materially differed from its description; or
  • A refund is required under applicable law.

5.3 Situations Generally Not Eligible for Refund

A refund will not normally be approved where:

  • The customer changed their mind;
  • The purchase was accidental;
  • A valid code was delivered;
  • A code was revealed but not yet redeemed;
  • A code was successfully redeemed;
  • A top-up was successfully applied;
  • Virtual value was consumed or transferred;
  • The customer selected the wrong game;
  • The customer selected the wrong platform;
  • The customer selected the wrong region;
  • The customer selected the wrong edition;
  • The customer selected the wrong server;
  • The customer supplied an incorrect player ID or UID;
  • The product was delivered to the information entered at checkout;
  • The customer’s account was suspended or restricted;
  • The customer lacks compatible hardware or software;
  • The customer attempted unsupported regional circumvention;
  • A game or publisher later changed its content;
  • The product price changed after purchase;
  • A later promotion offered a lower price;
  • The customer shared or resold the code;
  • A third-party platform is temporarily unavailable; or
  • The customer breached the relevant platform’s rules.

5.4 Cancellation Before Fulfillment

Customers may request cancellation before the order reaches an irreversible fulfillment stage.

Cancellation may not be possible once:

  • A code is assigned;
  • A code is visible;
  • An email containing the product is sent;
  • A secure delivery link is accessed;
  • A top-up request is transmitted;
  • Credits are applied;
  • A membership is issued; or
  • A supplier accepts an irreversible fulfillment request.

Requests should be emailed to Support@grithorn.com immediately.

5.5 Invalid Activation Codes

If a delivered code produces an error, first confirm:

  • The correct platform is being used;
  • The account region is eligible;
  • The correct product edition is installed;
  • The code was entered accurately;
  • The Publisher Platform is online; and
  • The activation instructions were followed.

If the problem continues, contact support promptly.

5.6 Evidence for a Code Claim

A code-related claim should include:

  • Order number;
  • Product name;
  • Platform;
  • Account region;
  • Exact error message;
  • Date and approximate time of the attempt;
  • Screenshot showing the error;
  • Screenshot showing relevant account-region information; and
  • Any other information reasonably needed for verification.

Do not publish the full code or send it through a public channel.

5.7 Code-Status Investigation

We may ask a supplier, distributor, or publisher to verify:

  • Whether the code was valid when issued;
  • Whether it was previously redeemed;
  • The time or date of redemption;
  • The supported region;
  • The intended platform; and
  • Whether a technical issue affected activation.

The investigation may require several business days depending on the supplier or Publisher Platform.

5.8 Missing Top-Ups

For a missing top-up, provide:

  • Order number;
  • Game title;
  • Player ID or UID;
  • Server and region;
  • Product quantity;
  • Current balance;
  • Relevant transaction-history screenshots; and
  • A description of the steps already taken.

Customers should avoid immediately purchasing an identical replacement order unless they accept the risk that both top-ups may later be completed.

5.9 Incorrect Player Details

Where fulfillment records show that value was successfully applied to the player information entered by the customer, the order will generally be treated as correctly fulfilled.

Grithorn cannot normally retrieve, transfer, or reverse digital credits delivered to an incorrect account because of customer input.

5.10 Duplicate Charges

A pending payment authorization may appear temporarily without becoming a completed charge.

If two completed charges exist for the same order because of a payment or website error, contact support with:

  • Order number;
  • Transaction dates;
  • Amounts charged; and
  • Limited transaction references.

Do not provide complete card numbers.

A confirmed duplicate charge will be refunded.

5.11 Requesting a Review

Send refund and correction requests to:

Support@grithorn.com

Include:

  • Customer name;
  • Order number;
  • Purchase email;
  • Product;
  • Reason for the request;
  • Relevant screenshots;
  • Platform and region;
  • Player information where applicable; and
  • Preferred resolution.

5.12 Review Process

We may examine:

  • Payment authorization;
  • Product assignment;
  • Code-display records;
  • Email delivery;
  • Account access;
  • Redemption status;
  • Top-up confirmation;
  • Supplier information;
  • Security indicators;
  • Customer messages; and
  • Relevant platform evidence.

A request may be refused where reliable records demonstrate valid and successful fulfillment.

5.13 Available Resolutions

Depending on the circumstances, an approved claim may be resolved by:

  • Reissuing the original product;
  • Supplying a replacement code;
  • Retrying delivery;
  • Correcting a top-up;
  • Providing an equivalent alternative with customer approval;
  • Issuing store credit with customer approval;
  • Providing a partial refund; or
  • Providing a full refund.

A customer will not be required to accept store credit where applicable law requires a monetary refund.

5.14 Refund Method

Approved monetary refunds are normally sent to the original payment method.

Refund initiation may take several business days after approval, and the payment provider may require additional time to post the funds.

Grithorn is not responsible for exchange-rate differences, foreign transaction charges, or bank fees imposed by third parties.

5.15 Unauthorized Payments

Report a suspected unauthorized transaction promptly.

We may request information reasonably needed to verify:

  • The transaction;
  • The payment account;
  • The customer account;
  • Relevant device activity; and
  • Previous communications.

Customers should also secure affected payment and email accounts and contact the relevant financial institution.

5.16 Payment Disputes

Customers are encouraged to contact Grithorn before opening a chargeback so that the transaction can be investigated.

When responding to a payment dispute, we may provide relevant evidence to the payment provider, including:

  • Order information;
  • Payment authorization;
  • Customer-submitted details;
  • Code-delivery records;
  • Top-up confirmation;
  • Redemption data;
  • Device and IP indicators;
  • Policy acceptance; and
  • Customer communications.

This does not limit a customer’s right to report a genuinely unauthorized or incorrectly processed payment.

5.17 Abuse of the Refund Process

Grithorn may restrict accounts associated with reliable evidence of:

  • False invalid-code claims;
  • False non-delivery claims;
  • Repeated chargeback abuse;
  • Use of stolen payment information;
  • Promotion exploitation;
  • Multiple-account abuse;
  • Unauthorized resale; or
  • Other deceptive conduct.

A genuine complaint or lawful refund request will not be treated as abuse merely because the customer disagrees with Grithorn.

5.18 Mandatory Consumer Rights

Nothing in this Policy excludes a right or remedy that cannot lawfully be waived.

Where applicable law grants a greater right than this Policy, the applicable legal requirement will take priority.