Refund, Cancellation and Withdrawal Policy

This Policy explains when an order may be cancelled, when a refund is available and how Cartridge Club handles invalid, previously redeemed, revoked, undelivered or misdescribed digital products.

Scope and legal rights

This Policy applies to Digital Products purchased from Cartridge Club, including game activation keys, third-party gift card codes and pre-orders. Balance top-ups and withdrawals are governed by the Balance Terms.

This Policy supplements the Terms and Conditions. It does not exclude statutory remedies or other mandatory rights available under applicable consumer law.

For UK consumers, digital content must be of satisfactory quality, fit for any purpose made known to us and as described. Remedies may include repair or replacement and, where the legal conditions are met, a price reduction or refund.

Refund eligibility at a glance

A refund or replacement is normally available where:

(a) the Key is invalid, rejected or shown as already redeemed before delivery to you; (b) the Key was revoked without customer fault; (c) the product is materially misdescribed or activates a different product from the accepted order; (d) an accepted order cannot be delivered within a reasonable time; (e) a pre-order is cancelled before any Key or entitlement is disclosed; or (f) a refund is otherwise required by mandatory consumer law.

A refund is normally not available where:

(a) a correctly described, working Key has already been sent or revealed; (b) the customer selected the wrong Platform, region, edition or language, or does not meet system requirements disclosed before purchase; (c) the customer changed their mind after delivery began following the withdrawal waiver given at checkout; or (d) the Key was successfully redeemed by the customer or by someone to whom the customer disclosed it.

Technical failure refunds

If a technical failure on our side prevents completion of a paid order — for example a payment is captured but no Key is issued, the same order is charged twice, or a delivery system error makes the Key permanently unavailable — we will, at your choice and where technically possible, redeliver the product or refund the affected amount in full.

Report a suspected technical failure to info@cartridge-club.com with the order number and the approximate time of the transaction. Confirmed duplicate charges are refunded to the original payment method without deduction.

Change-of-mind cancellations before delivery

If a Key or code has not been sent, disclosed or otherwise supplied, you may request cancellation by emailing info@cartridge-club.com with the order number and Account email.

We will approve an eligible pre-delivery cancellation unless fulfilment has already begun, the Key has been dispatched, or a legal or technical restriction prevents cancellation.

An approved cancellation is refunded to the original payment method. Amounts paid from Balance are restored to Balance unless applicable law requires or we agree to another method.

Immediate supply and the cancellation period

Where a statutory cancellation period applies to digital content, we request prior express consent to begin supply immediately and acknowledgement that the cancellation right will be lost once supply begins.

Because an in-stock Key is normally emailed after payment, the ordinary change-of-mind cancellation right generally ends when the Key is dispatched following that consent and acknowledgement.

If the required consent or acknowledgement was not properly obtained, your legal cancellation rights remain unaffected and will be assessed under applicable law.

Delivered or disclosed Keys

A correctly described and functioning Key that has been sent to the order email address is normally not refundable for change of mind, accidental purchase or failure to check Platform, region, edition, language or system requirements.

This restriction is necessary because a disclosed Key can be copied, redeemed or transferred and cannot reliably be returned as unused.

The restriction does not apply where the Key is invalid, previously redeemed before delivery, revoked without customer fault, materially misdescribed or otherwise fails to conform to the contract.

Invalid, used, revoked or incorrect Keys

Contact support promptly if a Key is rejected as invalid, shown as already used, later revoked, or activates a different product from the accepted order.

We may ask for the order number, Account email, the exact error message, screenshots, Platform support correspondence, activation date and other information reasonably required to investigate.

If the issue is confirmed, we will normally provide a working replacement within a reasonable time and without significant inconvenience. If replacement is impossible, disproportionate or unsuccessful, we will provide the remedy required by law, which may include a price reduction or refund.

We may decline a claim where evidence shows that the Key was successfully redeemed by you or someone to whom you disclosed it, or that the failure results from an unsupported region, Account, device or Platform restriction accurately disclosed before purchase.

Non-delivery

If the delivery email does not arrive, check spam, junk, promotions and filtering folders and confirm that the order email address is correct.

Contact support if delivery remains outstanding. We will verify order status, resend the email where appropriate or use another reasonable method to complete delivery.

If we cannot deliver an accepted order within a reasonable time, you may cancel and receive a refund for the undelivered Digital Product.

Compatibility and customer selection errors

You must check the stated Platform, DRM, region, edition, language, device and system requirements before purchase.

A correctly supplied Key is not faulty merely because the customer selected the wrong version, does not meet system requirements, already owns the product, dislikes the product, or is restricted by a Platform rule disclosed before purchase.

If a selection error is reported before disclosure of the Key, we will consider cancellation under the pre-delivery rules.

Third-party gift card codes

A third-party gift card code is treated as disclosed digital content once sent to the customer. It is normally non-refundable after disclosure except where the code is faulty, already redeemed before delivery, misdescribed or mandatory law provides otherwise.

We cannot refund a valid code because the customer’s Platform account, country, currency or intended purchase is ineligible where the relevant restriction was disclosed or reasonably apparent before purchase.

Where an issuer must investigate a code, the customer agrees to provide reasonable information and allow a reasonable period for the issuer or supplier to confirm its status.

Pre-orders

A pre-order may be cancelled for a full refund at any time before its Key, bonus Key, preload entitlement or early-access entitlement is dispatched or disclosed.

After any Key or entitlement is dispatched, the immediate-supply and delivered-Key rules apply. Statutory rights concerning faulty or misdescribed content remain unaffected.

If a publisher cancels a product or we cannot fulfil the pre-order, we will cancel the affected order and issue a full refund.

Refund method and timing

Card payments are refunded to the same card or payment route used for the purchase unless that is impossible or you expressly agree to another lawful method.

Purchases paid from Balance are refunded to Balance. If a supported mixed payment is used, each portion is normally returned to its corresponding source.

We process an approved refund without undue delay and within any statutory deadline. Banks, card networks and payment providers may require additional time to show the credit after we release it.

We do not impose a fee for a refund required by law. Currency conversion differences or fees independently applied by a bank or card issuer are outside our control.

Chargebacks and duplicate recovery

Always contact our support at info@cartridge-club.com before initiating a chargeback with your bank or card issuer. Most billing issues are resolved faster by our team than through the chargeback process, and a chargeback filed without prior contact delays resolution for everyone involved.

A chargeback does not create an additional right to retain a refund, replacement Key or restored Balance for the same transaction. Duplicate recovery may be reversed.

Fraudulent or abusive chargebacks may result in Account restriction and recovery of amounts lawfully owed, without limiting your right to dispute an unauthorised transaction.

How to submit a dispute or refund request

Send billing and refund requests to our dedicated billing contact info@cartridge-club.com from the email associated with the order whenever possible.

Include the order number, product name, purchase date, reason for the request and supporting evidence — for example screenshots of the exact error message, the activation attempt on the relevant Platform, correspondence with Platform support and, where relevant, confirmation that the Key has not been redeemed. Never send a full payment card number, card security code or password by email.

We may require reasonable verification before disclosing order information or issuing a refund to protect the customer and prevent fraud.

Refund request window

Refund and dispute requests must be submitted within 30 days of the purchase date. Requests received after that window are considered only where mandatory consumer law provides a longer period.

Response times

We acknowledge billing and refund requests within 2 business days and aim to provide a substantive decision within 14 days of receiving all information reasonably required to investigate. Approved refunds are released without undue delay and within any statutory deadline; banks and card networks may need additional time to display the credit.

Non-refundable credits

Balance credits are non-transferable virtual credits usable only within this platform. They are not cryptocurrency, not tradable, and not redeemable for cash.

Once credited, Balance top-ups are non-refundable except where a refund is required by mandatory law or expressly provided in the Balance Terms. Credits spent on a delivered, working Key follow the delivered-Key rules above and are not returned for change of mind.