Refund Policy

1. Are Purchases Refundable?

Items sold on Etopup Play are digital products delivered electronically, typically as a code, PIN, or direct top-up to a game or service account. Because digital products cannot be physically returned once delivered, purchases are generally non-refundable, except in the specific situations described below.

2. Situations That May Qualify for a Refund

We will consider a refund or replacement where, after investigation, we confirm that:

• The Item was paid for but never delivered to your Account, email, or specified game account.
• The Item delivered was invalid, already redeemed, or otherwise defective through no fault of your own, and this is verified with the issuing publisher.
• You purchased the wrong denomination or product due to a display or system error on our part, and the code has not yet been revealed or redeemed.

Refund requests must be submitted within a reasonable time of purchase, and no later than 7 days from the date of delivery unless required otherwise by applicable law.

3. Situations Not Eligible for a Refund

Refunds will not be provided where:

• You entered incorrect information at checkout, such as the wrong player ID, account ID, or server/region, and the Item was delivered as instructed.
• The code or PIN has already been viewed, revealed, or redeemed.
• You changed your mind after purchase or no longer want the Item ("buyer's remorse").
• You are dissatisfied with in-game content, rates, or outcomes after redeeming an Item as intended (for example, in-game drop rates or currency conversion).
• The Order is associated with suspected fraud, unauthorized use of a payment method, or a violation of our Terms of Use or Terms of Sale .

4. How to Request a Refund

To request a refund, contact our support team via Telegram with your order number and a description of the issue. We will review your request and aim to respond within a reasonable time. We may ask for additional information, such as a screenshot or transaction reference, to investigate your case with the relevant publisher or payment provider.

5. How Refunds Are Issued

Approved refunds are issued using the same payment method used for the original purchase where possible. Where a refund cannot be returned to the original payment method (for example, purchases made using a prepaid card or third-party wallet), the refund may instead be issued as Etopup Play account balance. Processing times may vary depending on your payment provider and can take up to 30 days.

6. Final Decision

All refund decisions are made at Etopup Play's reasonable discretion, based on the circumstances of each case and consistent with our Terms of Sale and applicable consumer protection law. This does not affect any statutory rights you may have under the laws of your jurisdiction.

7. Contact Us

If you have questions about this Refund Policy, contact us via Telegram.