Refunds and cancellation

What can be returned

A gift card is a digital good delivered the moment it is paid for. The right to withdraw from a distance purchase of a sound product does not apply once the code has been delivered: from the moment it is shown to the buyer it counts as used, whether or not it has been redeemed.

This does not limit the rights the law gives a consumer in the cases below.

When money is returned

• Payment went through and no code was delivered. If a payment is confirmed but no card appears in the account, contact us: we will either deliver the card or refund in full.
• Paid twice. Where one order has been paid for twice, the extra payment is refunded in full.
• A technical fault in the payment, or a charge that does not correspond to an order of yours.
• Cases where a refund is required by law or by the payment scheme's rules.

When it is not

• The code has been shown and works, but the card is no longer wanted or was bought by mistake.
• The credits have been spent on the issuer's service.
• Complaints about the issuer's service, its pricing, or the quality of what the credits produced: those are the issuer's to answer, and should be taken to them.

How it works

A refund is made by the same method and to the same card the payment came from, unless the payment provider or the law requires otherwise.

How long it takes to appear is decided by the bank that issued your card, and is usually somewhere between a few days and a month.

An unpaid order

An order that was never paid for is cancelled on its own once the payment provider stops waiting. Nothing was charged and there is nothing to do.

Where to write

To the contact details published on this site. Include the order number and the email address on the account. An answer is sent within 30 calendar days.