Return & Refund

Policy Scope and Definitions

This Policy defines the rules, conditions, and procedures for refunds, complaints, and the exercise or loss of the right of withdrawal for digital products purchased on Urazon.com. This document forms an integral part of our general Terms and Conditions.

For the purposes of this Policy, "Digital Product" means digital content supplied electronically, including activation keys, game keys, software keys, license codes, gift codes, or other digital access codes. "Activation Code" means any digital key, license key, redemption code, serial number, or similar code supplied to the Customer.

1. Right of Withdrawal

1.1 A Consumer and an Entrepreneur with Consumer Rights may generally withdraw from a distance contract within 14 days without giving a reason, unless an exception applies.

1.2 For Digital Products supplied as digital content not delivered on a tangible medium, the right of withdrawal may be lost if:

• •the Customer gave prior express consent to start performance before the end of the withdrawal period;
• •the Customer acknowledged that they would lose the right of withdrawal once performance begins; and
• •the Seller supplied the Digital Product, delivered the Activation Code, or made the Activation Code available to the Customer.

1.3 In practice, if the Customer chooses to receive, access, or reveal the Activation Code before the end of the 14-day withdrawal period and confirms the required consent and acknowledgement, the Customer may lose the right to withdraw from the Contract.

1.4 If the Activation Code has not been revealed, accessed, used, redeemed, or delivered, the Customer may contact the Seller at [email protected] to request withdrawal, subject to applicable law and order status.

1.5 To exercise the right of withdrawal, the Customer may send a clear statement to [email protected] or use the electronic withdrawal function available on the Store, where provided.

1.6 The withdrawal statement should include:

• •full name;
• •email address used for the Order;
• •order number;
• •product name;
• •date of purchase;
• •a clear statement that the Customer withdraws from the Contract.

2. Immediate Digital Delivery Consent and Loss of Withdrawal Right

2.1 The Customer understands that Digital Products may be supplied immediately after payment.

2.2 Before the Activation Code is revealed, delivered, accessed, or supplied before the end of the 14-day withdrawal period, the Customer may be asked to confirm that:

• •the Customer expressly requests and consents to the immediate supply of the Digital Product before the end of the withdrawal period;
• •the Customer acknowledges that once the Activation Code is revealed, delivered, accessed, used, or redeemed, the Customer may lose the right of withdrawal for that Digital Product; and
• •the Customer understands that this does not affect statutory rights if the Digital Product is faulty, invalid, already used before delivery, not as described, or otherwise not in conformity with the Contract.

2.3 If the Customer requests immediate delivery or reveals the Activation Code before the end of the withdrawal period, and gives the legally required consent and acknowledgement, the Customer loses the right of withdrawal for that Digital Product.

2.4 The loss of the right of withdrawal does not limit the Customer's statutory rights if the Digital Product is faulty, invalid, already used before delivery, not as described, or otherwise not in conformity with the Contract.

2.5 The Seller may record the Customer's consent and acknowledgement for compliance and evidence purposes. Such records may include the order number, date and time of consent, consent text, policy version, delivery or reveal status of the Activation Code, and relevant technical confirmation connected with the Order.

3. Electronic Withdrawal Function

3.1 If the Customer still has the right of withdrawal and the Activation Code has not been revealed, accessed, delivered, used, or redeemed, the Customer may exercise the right of withdrawal by sending a clear statement to [email protected] or by using the electronic withdrawal function available on the Store, where provided.

3.2 The electronic withdrawal function allows the Customer to submit a withdrawal statement online by providing or confirming the Customer's name, order details, and the electronic means by which confirmation of receipt should be sent.

3.3 After the Customer submits an online withdrawal statement, the Seller will send an acknowledgement of receipt on a durable medium, such as email, without undue delay.

3.4 The electronic withdrawal function does not apply where the Customer has already lost the right of withdrawal for a Digital Product because the Activation Code was revealed, delivered, accessed, used, or redeemed after the Customer gave the required prior express consent and acknowledged the loss of the right of withdrawal.

4. Refund Policy

4.1 Refunds are considered according to applicable law, this Policy, the Terms and Conditions, order status, and the nature of the Digital Product.

4.2 A refund may be granted, in particular, if:

• •the paid Order was cancelled before delivery;
• •the Digital Product was not delivered and cannot be delivered;
• •the Activation Code is proven to be invalid or already used before delivery;
• •the Product Page contained a material error that caused the Customer to buy an unsuitable product;
• •the Seller cannot provide a working replacement within a reasonable time;
• •a refund is required by mandatory consumer law.

4.3 A refund may be refused, in particular, if:

• •the Activation Code was revealed and the Customer lost the right of withdrawal;
• •the Activation Code was successfully activated or redeemed;
• •the Customer purchased the wrong product, platform, edition, region, or language despite correct information on the Product Page;
• •the issue is caused by the Customer's incompatible device, account, operating system, platform, region, or failure to follow instructions;
• •the Customer shared, published, resold, or misused the Activation Code;
• •the Customer attempts a refund after using or redeeming the Digital Product;
• •fraud, abuse, or chargeback misuse is suspected.

4.4 If a refund is granted, it will normally be made using the same payment method used for the original transaction, unless another method is agreed or required by the circumstances.

4.5 Nothing in this Refund Policy limits mandatory consumer rights under applicable law.

5. Faulty, Invalid or Already Used Codes

5.1 If the Customer receives a faulty, invalid, or already used Activation Code, the Customer must contact support as soon as possible at [email protected].

5.2 The Customer should include:

• •order number;
• •email address used for the Order;
• •product name;
• •Activation Code, if requested by support;
• •clear screenshot of the error message;
• •description of the activation steps taken;
• •platform, region, device, and account type used for activation;
• •date and time of the activation attempt.

5.3 The Customer must not delete, hide, modify, crop excessively, or falsify screenshots, error messages, activation windows, or other evidence related to the issue.

5.4 The Customer should not publish the Activation Code publicly or share it with third parties. If support requests the Activation Code for verification, it should only be provided through the official support channel.

5.5 The Seller may ask for additional information reasonably necessary to verify the issue.

5.6 If the Activation Code is confirmed to be faulty, invalid, already used before delivery, or not in conformity with the Contract, the Seller may provide a replacement, repair the issue, provide activation assistance, reduce the price, or refund the Customer, according to applicable law and the circumstances of the case.

6. Complaint Handling and Response Time

6.1 The Seller reviews complaints concerning Digital Products, Activation Codes, payments, delivery, refunds, withdrawal requests, or conformity with the Contract.

6.2 Complaints should be sent to [email protected] and should include the information listed in Section 5.2, where applicable.

6.3 The Seller will respond to a complaint without undue delay, no later than within 14 calendar days from the date of receiving the complaint.

6.4 If additional verification is necessary, the Seller may request further information reasonably required to assess the complaint, including screenshots, activation error messages, platform or account details, or confirmation of the activation attempt.

6.5 The complaint procedure does not limit any mandatory consumer rights under applicable law.

7. Contact Information for Refunds, Complaints and Withdrawal Requests

For questions about refunds, complaints, faulty or invalid codes, or withdrawal requests, please contact Urazon through the relevant official channel below.