Skip to content
VEXLOOT
Legal

Refund policy

1. Summary

Refunds happen when a delivery fails, arrives incomplete or the listing was materially mis-described. Refunds do not happen when the buyer changes their mind after a successful delivery of a digital good.

2. 14-day EU withdrawal — expressly waived

EU Directive 2011/83/EU normally grants consumers 14 days to withdraw from a distance contract. Article 16(m) allows the trader to waive that right when the digital content is supplied and its performance starts immediately with the consumer's express prior consent. Every Vexloot checkout that supplies an immediate-performance digital good asks you to (a) expressly consent to the immediate start of performance and (b) acknowledge that you thereby lose the 14-day right of withdrawal. Both consents are recorded in the order receipt.

3. Delivery-failure refunds

If the seller misses the quoted delivery window and cannot fulfil, or fulfils only partially, you get a proportionate refund — full for missing goods, partial for the missing portion of a bundle. Refunds are issued to the original payment method within the timelines published by that provider (typically 3-10 business days).

4. Mis-description refunds

A material mis-description — wrong region, wrong tier, missing cosmetics, wrong item edition — is grounds for a refund. Trivial or immaterial differences are not; the "same or better" rule applies where a seller substitutes a comparable variant.

5. Safety-based refunds

  • Account recovered — the original owner reclaims the account within the recovery window. Full refund; account is auto-revoked.
  • Currency reverted — the game publisher reverses the transfer within the review window. Full refund.
  • Boost ban — the buyer's account is banned as a direct result of the booster's actions. Refund and, where covered, VexShield indemnity payment.

6. Chargebacks

Please open a dispute on the platform before initiating a card-scheme chargeback. On-platform disputes are typically resolved within 3 business days. If you skip the on-platform flow, the order is frozen, revocable goods are auto-revoked, and your account is temporarily suspended until the scheme's arbitration completes. Chargebacks after successful delivery, without a prior on-platform dispute, may be evidenced against with the delivery receipt, ip-address log and screenshots — and may result in permanent account closure.

7. How to request a refund

Open your order from the account inbox, hit "Open dispute", pick the appropriate category and provide any evidence you have. Our support team acknowledges disputes within 24 hours and works to a target 3-business-day resolution for straightforward cases.