Refund Policy
Because we sell digital goods that are delivered manually to your game account, our refund rules are specific to that. This policy explains when a refund is and isn't possible, and how to request one.
01 Nature of Digital Goods
Our products are digital in-game items, currency and top-ups. Once an item has been delivered to your account it cannot be returned or reclaimed. By completing a purchase you acknowledge this and that delivery begins after payment is confirmed.
02 When You Are Eligible for a Refund
- Your order has not been delivered and we are unable to fulfil it.
- You were charged more than once for the same order (duplicate payment).
- You paid but the product is permanently out of stock and no alternative is agreed.
03 When Refunds Are Not Available
- The item has already been delivered to your account or contact.
- You provided an incorrect in-game username or contact handle and delivery was attempted in good faith.
- Your game account is actioned by the game publisher (see our Terms of Service).
- You changed your mind after delivery.
04 How to Request a Refund
Contact us with your order code and a short description of the issue through any channel listed on our store, or by email at support@gemona.net. The order code is shown on your confirmation screen after checkout.
05 Processing Time
Once a refund is approved, we process it back to your original payment method straight away. How long it then takes to appear in your account depends on your payment provider and your bank. Crypto refunds are returned to the wallet the payment came from.
06 Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a bank dispute. Opening a chargeback for an order that was delivered as described may result in your account being suspended.
07 Contact
Questions about a refund? Reach us at support@gemona.net or via the contact channels on our store.