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Returns & Refunds

Digital goods cannot be sent back like a physical parcel, but every order is protected. Here is how problems get resolved.

Digital goods, real protection

Most items on PenguStore are digital: game currency, top-ups, accounts, serial keys and gift cards. Because they are delivered electronically at the delivery time the seller states, they cannot be physically returned once delivered, and a delivered code or top-up cannot be un-sent.

That does not mean you are on your own. Your payment is held in escrow rather than sent straight to the seller, so if an order does not arrive or is not as described, you can get your money back through the process below.

If something is wrong with your order

  1. 1Contact the seller first. Open the order and message the seller. Most issues, like a delayed delivery or a key that needs replacing, are sorted out quickly and directly.
  2. 2Open a dispute. If the seller does not resolve it, open a dispute within 24 hours of the expected delivery time. Describe the problem and attach any details.
  3. 3Our team steps in. If you and the seller cannot agree, a PenguStore admin reviews the dispute, looks at both sides, and decides the outcome.
  4. 4Refund or replacement. If your claim is upheld you receive a full refund or a replacement. Because funds are held in escrow until the order clears, refunds are straightforward.
Open a dispute

What is covered (and what is not)

Refunds cover non-delivery and items that are materially not as described, when you open a dispute within 24 hours of the expected delivery time. If the seller cannot resolve it, you get a full refund.

Refunds do not cover a change of mind after a working item has been delivered, action taken by a game publisher or other third party after delivery (for example an account suspension, ban, or rollback of in-game currency or items), or anything arranged off-platform. You assume the risk of using purchased goods under a game's or publisher's rules.

See Buyer Protection and our Terms for the full detail.

A PenguStore dispute is not a card chargeback

Opening a dispute here is handled by PenguStore between you and the seller, with our team as mediator. That is separate from a payment dispute or chargeback you might raise with your card issuer or crypto provider. Please use the dispute system first: it is faster, keeps your account in good standing, and a chargeback opened at the same time can delay or block the refund you are owed.