The short version
If the code we sold you doesn't work, we fix it or refund it. If the code works fine and you simply changed your mind or bought the wrong thing, we can't — because a revealed code can't be taken back.
Every code is unique and single-use. The moment it's revealed, we can't resell it and can't verify it's unused — which is why the rules below draw the line where they do. If you're unsure whether your situation qualifies, just ask us; we'd rather talk it through than have you guess.
1. When you're entitled to a refund
We issue a full refund or a free replacement code in these cases:
| Situation | Refundable? |
|---|---|
| Code never arrived — payment cleared but no code was delivered | Yes |
| Code is invalid — the platform rejects it as not recognised | Yes |
| Code already redeemed — it was used before it reached you | Yes |
| Wrong product sent — you received something other than what you ordered | Yes |
| Not as described — the product materially differs from its page | Yes |
| Duplicate charge — you were billed more than once for one order | Yes |
| Unauthorised payment — confirmed fraudulent use of your card | Yes |
| Code expired before delivery — it arrived already past its expiry date | Yes |
In most of these cases our first step is to send you a working replacement code, usually within hours. If we can't replace it, you get your money back in full.
2. What isn't refundable
| Situation | Refundable? |
|---|---|
| You changed your mind after the code was revealed | No |
| Wrong region bought — the region was stated on the product page | No |
| Code already redeemed by you or by someone you shared it with | No |
| You lost the code after we delivered it successfully | No |
| Code expiredbecause it wasn't redeemed in time | No |
| You don't like the game or the in-game item you bought | No |
| Your platform account was banned or suspended by the publisher | No |
| The publisher changed or discontinued the game or its currency | No |
| Price dropped after you bought | No |
Region mismatch is the most common reason a code fails, and it isn't refundable because the region is shown on every product page before you pay. If you're not certain which region you need, ask us beforebuying — we'll check for you in a minute.
3. Time limits
- Report a faulty, invalid or already-used code within [7] days of purchase.
- Report a non-delivered code within [30] days of purchase.
- Report a duplicate or unauthorised charge within [30] days of the transaction.
We may still help outside these windows at our discretion, but reporting quickly makes it far easier for us — and our suppliers — to verify what happened and put it right.
4. How to request a refund
Email support@xpwinz.com or message us on live chat with the following. Sending it all at once usually gets the issue resolved on the first reply:
- Your order number — from your confirmation email;
- The email address used for the order;
- The product name and the platform you tried to redeem it on;
- What went wrong — and the exact error message the platform showed;
- A screenshot of that error, if you can.
The screenshot matters more than it sounds. Most platforms give a specific error for "already used" versus "wrong region" versus "invalid" — and that single detail is usually what decides your claim.
What happens next
- We acknowledge your message, normally within a few hours.
- We verify the code with our supplier and check its redemption status.
- We offer a replacement code, or a full refundif we can't replace it.
- We confirm the outcome by email.
Verification with a supplier can take up to [5] business daysfor complex cases. We'll keep you updated rather than leave you waiting.
5. Processing and timing
Approved refunds go back to your original payment method. We can't refund to a different card or account.
| Payment method | Typical time to appear |
|---|---|
| Credit / debit card | [5–10] business days |
| PayPal | [1–3] business days |
| Digital wallet (Apple Pay / Google Pay) | [3–5] business days |
| Store credit | Instant |
| Cryptocurrency | [Refunded as store credit — confirm your policy] |
Once we send a refund, how quickly it lands is up to your bank — that part is outside our control. Currency conversion means the returned amount may differ slightly from what you paid, and any conversion fees charged by your bank are not refundable by us.
6. Cancelling an order
Because delivery is instant, there is normally no window to cancel— by the time you'd ask, the code is already yours.
If your order is still pending(for example, held for a payment or fraud check) and no code has been issued, contact us immediately and we'll cancel it for a full refund.
7. Chargebacks
Please talk to us before contacting your bank. Nearly every issue is resolved faster directly with us than through a chargeback, which typically takes weeks.
Filing a chargeback for a code that was delivered and redeemed is treated as fraud. Where that happens we may:
- Suspend or permanently close your account;
- Refuse future orders;
- Supply the payment provider with delivery and redemption evidence to contest the claim;
- Recover any fees we incur, where the law allows.
If your code genuinely doesn't work, you don't need a chargeback — that's exactly what section 1 is for. Message us and we'll sort it.
8. Your statutory rights
This policy does not override consumer protection rights you have under the law where you live.
By buying a digital code and revealing it, you agree that delivery begins immediately and — to the extent the law permits — you waive any cooling-off or right-of-withdrawal period that would otherwise apply. In some regions (including the EU and UK) that waiver only holds if you gave express consent and were told you were giving up the right, which is why we ask you to confirm it at checkout.
[Confirm this with a lawyer for each market you sell into.]Consumer law on digital-content refunds varies significantly by country, and a blanket "no refunds" rule is unenforceable in several of them.
Where a Product is faulty or not as described, your statutory remedies apply regardless of anything above. This policy forms part of our Terms of Service.
9. Contact
Need a refund, or not sure whether you qualify? Ask — we'd rather help than have you guess.