Refund Policy

01When you get a refund

You are entitled to a full refund in any of these cases:

• Your order never arrived.
• It arrived, it does not work, and we cannot fix it. We get one fair attempt at a fix first — that is normally minutes, not days.
• You received the wrong title, the wrong edition, or a different setup from the one we confirmed to you before you paid.
• You paid twice for the same thing.
• You cancelled a pre-order before we delivered it, or the publisher cancelled the game.
• We cannot supply the game after taking your money.
• You were charged something other than the price we confirmed.
• Your access stops working at any point in the future and we cannot restore it. There is no time limit on this one — see the Warranty Terms.

02When we cannot refund

There are cases where a refund is not possible, and it is fairer to say so plainly than to leave you guessing:

• The game was delivered, it works, and you changed your mind or did not enjoy it. Access to a digital game cannot be handed back once it has been given.
• You asked for a specific title and edition, we delivered exactly that, and you meant a different one.
• Access stopped because one of the four rules in section 07 of the Terms was broken — the password or email on the supplied account was changed, the details were shared or sold on, or the account was used against the platform’s rules.
• The problem is with your console, your storage, your internet or your TV.
• You bought from someone else. We can only refund what we were paid.

If you are not sure which side of the line you are on, ask. We would rather look at it than have you assume the answer is no.

03How to ask

Message us on WhatsApp at +965 4122 9654 with three things:

1. the game you bought;
2. roughly when you paid, or your payment receipt;
3. a photo or a screenshot of what you are seeing on screen.

That is all we need. There is no form, no ticket number and no queue.

04How long it takes

• We answer within 24 hours, and usually much sooner.
• If it can be fixed, most fixes are done the same day.
• If it becomes a refund, we approve it or explain why not within 3 days of you asking.
• Approved refunds are sent within 7 days of approval.

Once we have sent it, how quickly it lands is up to your bank or transfer service.

05How the money comes back

Back the same way it came, wherever that is possible. Where it is not, we will agree another route with you before sending anything.

Refunds are made for the Kuwaiti dinar amount of your order, because that is the amount the order was priced in. If you paid in another currency, the rate your bank applies on the day and any transfer fee it charges are outside our control, so the figure that arrives may differ slightly from the figure that left you.

06Pre-orders

A pre-order can be cancelled for a full refund at any time before we deliver it. No reason needed.

If the publisher delays the release, your order simply waits with it and you keep the right to cancel. Once a pre-order has landed on release day it is treated like any other delivered game, and the rest of this policy applies.

07Before you go to your bank

Please talk to us before raising a chargeback or a payment dispute. We have never needed one to sort a problem out, and opening one only freezes the money and slows your refund down.

Send one message. If we owe you a refund, you will have it.

08Contact

WhatsApp +965 4122 9654. This policy sits alongside our Terms & Conditions and Warranty Terms, and nothing in it removes any right you have under the consumer protection law of the State of Kuwait.