This Refund Policy explains when and how you can request a refund, replacement or support for an Order placed on solid2k.com. It should be read together with our Terms and Conditions, in particular Section 7 (Right of Withdrawal for Digital Content), and with our Privacy Policy. Where a term is capitalised in this Policy but not defined here, it has the meaning given to it in our Terms and Conditions.
1. What We Sell
1.1 Solid2k sells Digital Content directly to Customers. Depending on the product, this generally falls into one of two categories, each with its own refund rules as set out below:
(a) Digital Keys, Codes and Gift Cards activation codes, licence keys, or gift card codes that you redeem on a Publisher’s own platform (for example a game key, software licence, or a console or subscription gift card).
(b) Direct Top-Ups recharges or credits applied directly to an existing account you hold on a third-party service, based on the account or user ID you provide at checkout, with no key or code involved.
1.2 The applicable product page indicates which category a given item falls into. If you are unsure which rules apply to your purchase, please contact us as described in Section 5 before placing your Order.
1.3 Where a single Order contains items from more than one category, for example a Digital Key and a top-up purchased together, the rules in this Policy apply separately to each item, based on its own category.
1.4 Nothing in this Policy limits any mandatory statutory right you have as a consumer under the law that applies to you. Where a provision of this Policy would otherwise conflict with such a mandatory right, the mandatory right prevails.
1.5 This Policy applies to Orders placed on solid2k.com. It does not apply to purchases made through a third party or through a Publisher’s own store, even where the Digital Content originally came from Solid2k; such purchases are governed by that third party’s own refund terms.
2. Digital Keys, Codes and Gift Cards
2.1 Right to cancel while unrevealed. In accordance with Section 7 of our Terms and Conditions, you have 14 days from the date of purchase to request a full refund of a Digital Key, code or gift card, provided you have not revealed (viewed or copied) the code. No reason is required.
2.2 Once revealed. As soon as you reveal the code, or once 14 days have passed since purchase, whichever happens first, the item is considered delivered and a change-of-mind refund is no longer available. If you do not reveal a code within 14 days of purchase, it is automatically treated as revealed once that period expires, and the standard refund option then closes.
2.3 After a code has been revealed, a refund or replacement remains available only where a genuine product issue applies, as described in Section 4.
2.4 Refund method. Where a refund is due under this Section, it will be issued to the original payment method used for the Order, in accordance with Section 6.7 of our Terms and Conditions, unless this is not possible, in which case an alternative method will be agreed with you.
2.5 Bulk or wholesale purchases. Digital Keys, codes or gift cards purchased through a bulk or wholesale arrangement under Section 6.8 of our Terms and Conditions are treated as revealed from the moment of purchase. No 14-day change-of-mind window applies to such purchases, and refunds or replacements are available only for a verified product issue as described in Section 4.
2.6 Where a code you purchased has already been revealed but has not yet been redeemed on the Publisher’s platform, please still contact us as soon as possible if you no longer wish to use it; while we cannot guarantee a refund outside the circumstances described in this Policy, we will review requests made in good faith on a case-by-case basis.
3. Direct Top-Ups
3.1 Top-up products are non-refundable by nature. When you place an Order for a top-up, you provide the account, user ID, server or other details required, and the recharge is applied directly to that account. No key or code is generated, and the transaction cannot be reversed once it has been successfully processed.
3.2 A refund or other resolution is available only in the following cases.
(a) Failed top-up if the top-up fails to process, or the recharge does not reach the destination account, the Order will be refunded.
(b) Wrong top-up if the wrong denomination, package or item was delivered because of a system error or a listing discrepancy on our part, you may raise a support ticket for investigation and resolution.
3.3 A refund is not available for a top-up in the following situations:
(a) you provided incorrect account details, such as the wrong user ID or server;
(b) you changed your mind after the top-up was successfully processed; or
(c) the top-up was delivered successfully but you are dissatisfied with the in-game or in-app items received.
3.4 Please double-check your account details before placing a top-up Order. Once a top-up has been processed, it cannot be reversed or transferred to a different account.
3.5 Because top-ups are applied directly to a third-party service, resolving a top-up issue may require your cooperation, for example to confirm your account details or to provide a screenshot from the destination platform. We will let you know if any further information is needed to investigate your case.
3.6 If you are unsure whether your top-up has been applied, please check the destination account directly before contacting us, since processing can occasionally take a short time to appear; if it still has not appeared after a reasonable period, raise a support ticket as described in Section 5.
4. Product Issues and Support
4.1 Regardless of the product type, or how much time has passed since your purchase, you can always raise a support ticket if you encounter a genuine issue with your Order. Product issues include, for example:
(a) the code or credential provided is invalid or does not work;
(b) the code has already been redeemed by someone else at the time you try to use it;
(c) the product is region-locked to a region different from the one advertised;
(d) the delivered product does not match the listing description, for example the wrong edition, platform or top-up package; and
(e) any other verifiable defect that is not caused by you.
4.2 This list is illustrative rather than exhaustive; if you encounter a problem with your Order that is not listed above but appears to be a genuine defect rather than a change of mind, please still raise a ticket and we will assess it on its merits.
4.3 Once a product issue is verified, Solid2k will, at its discretion, provide a replacement or process a refund. Section 12.2 of our Terms and Conditions explains how a due refund is limited to the amount you paid for the Order in question.
4.4 When deciding between a replacement and a refund, we take into account whether an equivalent item is available, how the issue arose, and, where relevant, your own preference; we will always try to resolve a verified issue in the way that is fairest and quickest for you.
4.5 Solid2k sells Digital Content directly and is not the Publisher of the underlying game, software or service. Where an issue originates from the Publisher’s own platform, for example a temporary outage of that platform, we will assist you as far as reasonably possible but cannot guarantee a particular outcome that is outside our control; Section 15 (Events Outside Solid2k’s Control) of our Terms and Conditions applies in such cases.
5. How to Request a Refund or Raise a Support Ticket
5.1 Refund for an unrevealed code, within 14 days. If your code has not been revealed and you are within the 14-day window described in Section 2.1, you can request a refund through any of the following:
(a) the order page shown after checkout, before you reveal the code;
(b) the link included in your Order Confirmation email; or
(c) the ‘My Orders’ section of your Account, if you are logged in.
5.2 No screenshots or additional documentation are required for a refund request made under Section 5.1, since the code has not yet been revealed.
5.3 Support ticket for product issues. If you have already revealed your code, or you have a top-up issue, please contact us through the contact details published on the Platform’s Contact page, describing the issue. When you do, please include:
(a) your order reference;
(b) relevant screenshots or other evidence, such as an error message, an activation failure, a region mismatch, or a wrong top-up; and
(c) a clear description of the problem.
5.4 Our team will review your request and, where it is eligible under this Policy, guide you through the replacement or refund process, in line with the timeframes described in Section 14 (Complaints and Dispute Resolution) of our Terms and Conditions.
5.5 We aim to acknowledge every refund request and support ticket within one business day, and to reach a decision within 14 days of receiving all the information we need to assess it, consistent with Section 16.2 of our Terms and Conditions. Straightforward cases, such as an unrevealed-code refund or a failed top-up, are usually resolved much faster.
6. Refund Processing Times
6.1 Once a refund has been approved, we aim to issue it within 5 business days. Depending on your bank or payment provider, it may take a further 5 to 10 business days for the refunded amount to appear on your statement; this part of the process is outside Solid2k’s control.
6.2 If you paid using a prepaid voucher or a similar payment method that cannot receive a refund directly, we will offer an equivalent value as Platform credit or another suitable alternative, where a monetary refund to the original method is not possible.
7. Chargebacks and Payment Disputes
7.1 If you have a concern about an Order, we ask that you contact us first using the methods described in Section 5, so that we have a fair opportunity to resolve the issue directly, before initiating a chargeback or other payment dispute with your bank or payment provider.
7.2 Filing a chargeback for an Order that was correctly fulfilled in accordance with this Policy, without first attempting to resolve the matter with us, may be treated as a breach of our Terms and Conditions and may result in suspension of your Account in accordance with Section 17 of our Terms and Conditions.
7.3 Where a chargeback or payment dispute is resolved in Solid2k’s favour, we reserve the right to charge back any reversed funds against your Account balance, or to pursue the amount by other lawful means, in accordance with Section 14.5 of our Terms and Conditions.
8. Limitations
8.1 No change-of-mind refund is available once a code has been revealed, the 14-day window described in Section 2 has expired, or a top-up has been successfully processed.
8.2 Solid2k reserves the right to decline a request that it reasonably determines to be fraudulent, abusive, or inconsistent with this Policy, in line with Section 6.4 of our Terms and Conditions.
8.3 Solid2k reserves the right to update or modify this Refund Policy at any time. Changes take effect once posted on the Platform, and continued use of the Platform after that point constitutes acceptance of the updated Policy, in accordance with Section 18.1 of our Terms and Conditions.
8.4 By placing an Order on solid2k.com, you acknowledge and agree to the terms of this Refund Policy.
9. Contact Us
9.1 If you have any questions about this Refund Policy, or you would like help with a refund request or support ticket, please contact Solid2k through the contact details published on the Platform’s Contact page.