Refunds and invoices for digital codes: when and how
Why a delivered code is not refundable, which cases do get your money back, and how to request an invoice.
Refunds on a digital product work differently from physical goods. The short version: once a code has been delivered to you it is not refundable; if it has not, it is.
Why a delivered code cannot come back
A code is single use and can be copied the moment it is shown. Consumer law treats this as an exception too: services performed instantly in electronic form sit outside the withdrawal right. The detail is on the cancellation and refund page and in the distance selling agreement.
When money does come back
- The order never opened — the amount returns to your wallet automatically.
- The code was invalid or already used — we replace it; if stock has run out the amount is refunded to your wallet.
- The code was never delivered — an unused, undelivered order is refunded.
When it does not
- Wrong region — the code was delivered. That is why the region line on the product page is the one line to read before ordering.
- Topped up the wrong account — on ID top-ups the currency reaches that account and the publisher cannot reverse it.
- A shared code — it belongs to whoever redeemed it.
Invoices
Your orders stay on your account page; send an invoice request with the order number through the contact form. For company purchases, add the tax number and legal name.
What "refunded to your wallet" means
Refunds go to your site wallet first rather than back to the payment method, and you can spend it on a new order right away. Wallet movements are listed on your account page.