This policy provides clear guidelines regarding refunds, returns, and activation guarantees for digital products (including game keys, in-game currency, and prepaid cards). Our goal is to ensure a secure, transparent, and reliable shopping experience for every customer.

1. Returns Notice

Since the products we sell are digital goods and intangible assets (such as product keys and recharge codes), once delivered via email or through your GVGmall account, they are considered used or exposed to immediate redemption risk.

Therefore, we do not accept any form of “return”.

All refund requests will be strictly evaluated under the conditions outlined below.

2. Refund Conditions

Refund requests will only be accepted if all of the following conditions are met:

A. Key Status

The product key or recharge code must not have been redeemed or used.

Once a key has been successfully activated on its corresponding platform (e.g., Steam, Xbox, PlayStation, etc.), refunds are no longer eligible under any circumstances.

B. Stock Issue

A refund may be issued if the purchased product is out of stock after payment, and the customer chooses not to wait for restocking.

C. Delivery Error

If GVGmall delivers a product that does not match the customer’s order, we will process a refund or replacement accordingly.

D. Customer Request (Before Delivery)

If the order has not yet been delivered, customers may request cancellation and a refund for any reason.

Important:

GVGmall will not issue refunds for orders undelivered due to incorrect customer-provided information, such as an invalid email address or account ID.

Customers are responsible for ensuring that all delivery information provided during purchase is accurate.

3. Activation Guarantee & Replacement Service

We provide an activation guarantee for all digital keys purchased on GVGmall to ensure that your product key is valid and functional.

Guarantee Period:

Customers must activate their licenses within 180 days of purchase.

Replacement Service:

Within the 180-day guarantee period, if a product key fails to activate for reasons not caused by user error, GVGmall will provide a free replacement key at no additional cost.

4. How to Request a Refund or Assistance

If you wish to request a refund or need help with product activation or replacement, please contact us through the following channels:

Email Support: service@gvgmall.com

24/7 Live Chat: Click the Live Chat icon on our website

Response Time:

Our customer support team is available 24 hours a day, 7 days a week, 365 days a year.

We typically respond to all emails within 24 hours.