Gaming Vault HQ Limited – Digital Refund & Returns Policy

Last Updated: 13/01/2026 Legal Entity: Gaming Vault HQ Limited (Registered in England & Wales)

1.General Principle

Due to the nature of digital distribution, the sale of game activation keys, gift cards, and wallet top-ups are treated differently from physical goods. Once a unique activation code has been viewed, revealed, or delivered, it is considered “consumed” and cannot be returned or resold.

However, Gaming Vault HQ Limited guarantees that every key we sell is official, valid, and sourced directly from authorized distributors.

2. Your Right to Cancel (The “Cooling Off” Period)

Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your order within 14 days without giving a reason.

HOWEVER, this right exists only if you have NOT viewed, revealed, or redeemed your key.

• If the key is Un-Viewed: You may request a full refund within 14 days of purchase. The key will be disabled in our system and returned to inventory.

• If the key is Viewed/Revealed: By purchasing from Gaming Vault HQ, you expressly consented to the immediate delivery of digital content and acknowledge that you lose your right to cancel once the key is accessed. Therefore, no refunds will be issued for ‘change of mind’ or ‘mistaken purchase’ once a key has been revealed.

3. Eligibility for Refunds

✅ We WILL Refund If:

• Pre-Orders: You cancel a pre-order before the official release date and before the key has been delivered.

• Un-Viewed Keys: The key has not been revealed in your account dashboard or opened via email link (verified by our Access Logs).

• Proven Faulty Keys: The key is verified as invalid or a duplicate upon delivery by the publisher. (See Section 4 for the mandatory investigation process).

• Out of Stock: We are unable to fulfill your order within 24 hours of purchase.

❌ We Will NOT Refund If:

• Change of Mind: The request is simply because you changed your mind, decided you don’t like the game, or found the game cheaper elsewhere, after viewing the key.

• The Key Has Been Viewed: You have clicked “Reveal Key” or the key has been automatically sent to your email.

• Incompatible Hardware: Your PC/Console does not meet the minimum requirements for the game. It is the customer’s responsibility to check requirements before purchase.

• Region Lock Errors: You purchased a key for the wrong region (e.g., buying a Europe key for a US account) despite the region being clearly labeled on the product page.

• “My Child Bought It”: We do not refund unauthorized transactions where the account/device was left unsecured.

• Game Performance: You are unhappy with the game’s framerate, bugs, or gameplay. We sell the license, not the software development.

4. Invalid or Faulty Keys (Investigation Process)

If a key appears to be invalid, you must report it to us within 48 hours of purchase. To prevent fraud, we do not issue instant refunds for “Invalid Key” claims. We follow a strict verification process.

Investigation Timeline & Supplier Coordination To ensure fairness and prevent fraud, all claims of invalid or used keys are subject to a mandatory verification process with the original publisher (e.g., Microsoft, Sony, Steam). Because we are an authorized retailer, we must coordinate directly with our distribution partners to access the official key audit trails.

• Timeline: This audit process typically takes 48–72 hours, but please allow up to 7 working days for a final resolution.

• Our Promise: We guarantee you will not be left waiting. We will provide you with regular status updates every 48 hours until the case is closed.

• Resolution: If the publisher audit confirms the key was faulty or activated before your purchase, an immediate full refund or replacement will be issued

5. Fraud & Abuse Policy

• VPN Usage: Customers using VPNs to bypass region restrictions (e.g., activating a Turkey key in the UK) do so at their own risk. If the key is blocked or the account banned, no refund will be issued.

• Chargebacks: Any customer who initiates a payment dispute (Chargeback) for a valid, delivered key will have their Gaming Vault HQ account permanently banned and details reported to fraud prevention databases (e.g., Stripe Radar).

6. How to Request a Refund

To initiate a return for an Un-Viewed key or report a fault, please open a support ticket immediately.

• Support Ticket: [Link to Ticket System]

• Required Info: Order ID and a clear description of the issue (including screenshots for invalid key errors)