Refunds and issues

Vexloot is the seller on every order, so resolving a problem means dealing directly with us — there is no third party in the middle. We aim to make refunds fast when they are warranted. This page summarises the policy; the definitive version lives on the refund policy legal page.

When we refund

• Delivery failed — we did not deliver within the window shown on the product page and cannot fulfil.
• Incomplete delivery — you received part of what you paid for and we cannot make up the balance.
• Mis-described product — the good delivered materially differs from what the product page described (e.g. wrong region, wrong tier, missing account cosmetics).
• Safety concern — an account was reclaimed by the original owner, or a code was pre-redeemed.

When we do not refund

• Buyer changed mind after successful delivery — EU consumer withdrawal rights are waived at checkout on digital goods with immediate performance.
• Goods used or partially consumed — you spent the top-up, redeemed the code, or played the account.

How we resolve an issue

Open the order from your account inbox and use “Report an issue”. Pick the category that fits — undelivered, incomplete, mis-described or a safety concern — and attach any evidence you have. We acknowledge every report within 24 hours, review the order and its delivery record, and reply with a resolution within our SLA.

Chargebacks

If you initiate a chargeback with your card issuer instead of reporting the issue to us first, the order is frozen, the goods are auto-revoked where possible, and the account is temporarily suspended pending outcome. Please report the issue to us first — it is faster and does not require us to close your account.