Last updated: October 2026
Our products are digital — keys, codes, accounts, gift cards and top-ups. Because a digital code can't be "given back" once it has been revealed, sales are final unless something is wrong with what you received. When it is, we'll make it right.
When you're entitled to a replacement or refund
- The code or key is invalid or already used.
- The account or item doesn't match the product description.
- You received the wrong product.
- You paid but your order was never delivered.
Please report the problem within 48 hours of delivery so we can check it with our supplier.
When a refund isn't possible
- You changed your mind after the code or account was revealed or redeemed.
- The product was redeemed on an account or region that doesn't match the region stated on the product page.
- The problem is caused by actions taken after delivery (for example, changing account details incorrectly or breaking the game's rules).
How to request a refund or replacement
- Open a support ticket from your account.
- Include your order ID and what went wrong (screenshots help).
- Our team reviews every request manually and replies in your ticket.
Approved refunds are made to your VIPEX store balance or, where possible, to your original payment method. If a replacement is available, we may send a working replacement instead.
Open Market purchases
Items bought from other players are protected by escrow: the seller is only paid after you confirm the order. If something is wrong, open a dispute from your order before the confirmation deadline shown there. The payment stays frozen while our team reviews the case, and we can refund you in full or in part.
Chargebacks
Please contact us before disputing a payment with your bank or wallet provider — we resolve problems faster directly. Chargebacks filed after a product was delivered may lead to account suspension.
Questions about this policy? Contact support.