Refund & Return Policy
What you can claim, how long you have to claim it, how much comes back, and where it lands.
Overview
This policy applies to every purchase made through igitems, including listings sold by third-party sellers on our marketplace. Consumers in the EU, EEA and the UK have an additional right to withdraw from an undelivered order, set out in section 08.
What this policy covers
igitems sells digital goods and digital services: game accounts, in-game items and currency, top-ups, game keys, and boosting or coaching services. Some are sold by igitems directly and some are sold by third-party sellers through our marketplace. This policy applies to all of them.
Why there are no physical returns
None of these products are shipped, so none of them can be sent back. There is no return address, no return shipping, and no restocking fee. What replaces a return is a claim on the order: you tell us what went wrong, we look at what actually happened on the platform, and where the claim is upheld we refund you.
Marketplace listings
When you buy from a third-party seller, your payment is held by igitems until the order is settled. The seller does not receive the money at the moment you pay. That is what allows us to refund you out of the held funds when a claim is upheld, rather than having to recover money from the seller first.
When you can claim a refund
You are entitled to a refund in the following situations. You do not need to prove loss, and you do not pay a fee to raise a claim.
Your order was not delivered
The seller did not deliver, delivered something you never received, or stopped responding before delivering. An upheld non-delivery claim is refunded in full.
What arrived does not match the listing
The account, item, currency amount, key, or service you received differs materially from what the listing described — wrong region or platform, missing content, a lower rank or level than advertised, a key that is invalid or already redeemed, or a service that was not performed as described. An upheld claim is refunded in full.
Only part of the order arrived
Where a delivery is incomplete — part of an item bundle, part of a currency amount, or a service that stopped partway — the refund covers the part you did not receive. The value recorded against your order is reduced accordingly, and you keep what was actually delivered.
You changed your mind before delivery
If the order has not been delivered yet, you can ask to cancel it. Where the seller agrees, or where the order has clearly stalled, the order is cancelled and refunded in full.
What is not covered
A refund is not available where the order was delivered exactly as described and you simply no longer want it, where you supplied incorrect account details for delivery and the item was delivered to them, where you changed the credentials of a delivered account and then reported it as undelivered, or where a claim is knowingly false. Buying an item and then reselling or transferring it also ends the claim, because the item can no longer be accounted for.
※While an order is still undelivered, consumers in the EU, EEA and the UK can additionally withdraw from it within 14 days without giving a reason. See section 08.
Time limits
Several windows apply. They run in parallel, and the one that helps you most is the one that counts.
15 minutes after payment
For the first 15 minutes after your payment goes through, a claim cannot be opened yet. This short pause exists so the seller has a chance to deliver an order that is already on its way. igPlus members can open a claim immediately.
10 days after the order completes
Once an order is marked completed, you have 10 days to open a claim on it. The exact deadline is shown on the order page. After that the order is treated as final.
14 days for EU, EEA and UK consumers
Separately from the windows above, consumers in the EU, EEA and the UK have 14 days from the day of purchase to withdraw from an order that has not been delivered yet, without giving a reason. See section 08.
24 hours for unrevealed game keys
A game key you have not revealed can be returned for a full refund within 24 hours of purchase. See section 07.
How to request a refund
- 1
Open the order
Go to your dashboard, open the order in question, and use the option to raise an issue on it. Guest purchases can use the order link from the confirmation email.
- 2
Describe what went wrong
Pick a reason — item not received, item not as described, seller not responding, cancellation requested, or other — and write at least 30 characters explaining it. Screenshots and identifiers help.
- 3
The seller has a chance to fix it
A shared chat opens between you, the seller and igitems staff. Most cases are settled here. The seller can also offer you a refund directly at this stage.
- 4
igitems steps in
You can escalate the case to igitems staff 24 hours after opening it, and igPlus members can escalate straight away. A case also escalates on its own if the seller has not replied within 24 hours, if either side goes quiet for 3 days, or after 10 days.
- 5
A decision is made and the refund is issued
igitems staff review what happened on the platform and decide. Where the decision is in your favour, the refund is issued to the destination you pick.
You can also email support@igitems.com at any point, including to exercise the right of withdrawal in section 08. Quote your order number so we can find the purchase.
※Claims on game key orders go straight to igitems staff — there is no human seller on the other side to talk to.
How much you get back
Full refunds
Where a claim is upheld because the order was not delivered, or because what arrived does not match the listing, you are refunded the full amount you paid. igitems does not deduct a handling charge, a restocking fee, or a share of the price from a refund owed to you.
Partial refunds
Where part of the order was delivered and part was not, the refund is scaled to the part you did not receive. If further partial refunds follow, each one is calculated against what is left. The value shown on the order always reflects what you still hold.
Currency
Refunds are calculated in USD using the exchange rate that applied when you paid, not the rate on the day of the refund, so currency movement between the two dates does not change what you get back. If you paid in another currency, your bank converts the returned amount at its own rate on the day it lands.
Cashback and bonuses
If you earned cashback on the order, the portion tied to the refunded part is reversed. You keep the cashback on the part of the order you still hold.
How refunds are paid out
Every refund goes to one of two places, and in most cases you choose which.
Your igitems balance
Credited instantly. You receive the full USD value of the order before any payment processing fees are taken out, plus a 5% bonus capped at $10. Balance can be spent on any purchase or withdrawn under the wallet terms.
Your original payment method
Sent back to the card, wallet or account you paid with. We submit it to the payment provider immediately; it typically reaches you in 3 to 10 business days depending on your bank or issuer.
Choosing, and what happens if you don't
When a refund is offered you have 5 days to pick a destination. If you do not pick within that window, the refund is sent back to your original payment method by default. Orders you paid for from your igitems balance in the first place are always refunded back to that balance, because there is no external payment to reverse.
Larger refunds are reviewed first
Refunds to the original payment method above $500, and refunds on orders where the seller has already been paid out, are reviewed by igitems staff before they are sent. This adds a short delay on those cases and does not change the amount you receive.
No fees are deducted from your refund
igitems does not pass payment processing costs on to you when refunding a claim we have upheld. A balance refund is credited at the full pre-fee USD value of the order.
Keys, top-ups, currency and services
Game keys and gift cards
A key is only claimed from the supplier at the moment you reveal it. Until then it is still returnable: request a refund within 24 hours of purchase without revealing the key and you are refunded in full. Once you reveal a key it cannot be returned, because it has been drawn from the supplier’s stock and cannot be put back. You can still open a claim after revealing it if the key is invalid, has already been redeemed by someone else, or is not for the region, platform or edition stated on the listing.
Top-ups and in-game currency
These are credited directly to the game account you nominate, so they cannot be reversed once the game has credited them. If the amount never arrives, arrives short, or is credited to the wrong account because of an error on our side or the seller’s, open a claim and you are refunded. If you supplied the wrong account identifier and the top-up reached that account, it cannot be recovered.
Accounts
Account orders are refundable while undelivered, and refundable after delivery where the account does not match the listing or where access is lost through no fault of yours within the claim window. Changing the credentials on a delivered account, or passing it on to someone else, ends the claim.
Boosting, coaching and other services
A service that has not started is refundable in full. A service that stopped partway is refunded for the part not performed. A service completed as described is not refundable.
EU, EEA and UK right of withdrawal
If you are a consumer resident in the European Union, the European Economic Area, or the United Kingdom, you have a statutory right to withdraw from your purchase while it is still undelivered. This right applies in addition to everything else in this policy.
14 days, no reason required
You have 14 days from the day of purchase to withdraw from the contract, for as long as the order has not been delivered. You do not have to give a reason, and you do not have to show that anything went wrong with the order. Cancel it and you are refunded in full.
Once the order is delivered
The right of withdrawal ends when the digital content has been supplied. A game key you have revealed, an account whose credentials you have received, currency or a top-up the game has credited, and a service that has been performed have all been supplied and cannot be handed back, so they cannot be withdrawn from. What you keep after delivery are the claims in section 02 — if the order was not delivered, or what arrived does not match the listing, you are refunded regardless of this section.
How to withdraw
Tell us within the 14 days, by any clear statement. The simplest route is to raise the issue on the order from your dashboard, or to email support@igitems.com quoting your order number. You do not need to use a particular form of words.
When you get the money
We refund you within 14 days of being informed of your decision, using the same payment method you used for the purchase, at no charge to you. You can ask for the refund as igitems balance instead if you would rather have it instantly.
※These statutory rights belong to consumers. They do not apply to purchases made in the course of a business, or to sellers using igitems to trade.
Chargebacks
You keep every right you have with your bank or card issuer, and nothing in this policy asks you to give one up. We do ask that you talk to us first: a claim raised on the order is usually resolved in days, while a chargeback takes weeks and freezes the order while it runs.
What happens when one is filed
A claim is opened on the order automatically and goes straight to igitems staff, the funds on the order are frozen, and we respond to your bank using the record of what happened on the platform. If your bank decides in your favour, the refund stands. If it decides against, the order returns to its previous state and you can still pursue the claim with us.
Chargebacks after you were made whole
Filing a chargeback on an item you received as described, or on an order we have already refunded, is treated as abuse and can result in permanent closure of your account. This does not apply to a genuine dispute you raise in good faith.
Contact us
Support is available every day. The fastest route for anything order-related is the chat on the order itself, because it carries the order record with it.
- Emailsupport@igitems.com
- Help centreigitems.com/support
- Live chatavailable from any page on the site
For the full mechanics behind claims — every stage, every deadline, and how decisions are reached — see Refunds & Disputes.
Frequently asked questions
Can I return a digital item on igitems?
Everything sold on igitems is a digital good or a digital service, so there is nothing to ship back and no physical return is possible. Instead of a return, you open a claim on the order and, where the claim is upheld, you receive a refund to your igitems balance or to your original payment method.
How long do I have to request a refund?
You can raise a claim from 15 minutes after payment (the short pause gives the seller a chance to deliver) until 10 days after the order is marked completed. Separately, consumers in the EU, EEA and the UK can withdraw from an order that has not been delivered yet, within 14 days of purchase.
How long does a refund take to arrive?
A refund to your igitems balance is instant. A refund to your original payment method is sent to the payment provider immediately and typically lands in 3 to 10 business days, depending on your bank or card issuer.
Do I get the full amount back?
If your order was not delivered, or what arrived does not match the listing, an upheld claim is refunded in full. Where only part of the order was delivered, the refund covers the undelivered part. Refunds taken as igitems balance are credited at the full USD value of the order before any payment processing fees, plus a 5% bonus capped at $10.
Can I get the money back to my card instead of my igitems balance?
Yes. When a refund is offered you choose between your igitems balance and your original payment method, and you have 5 days to choose. If you do not choose, the refund goes back to your original payment method by default, unless you paid from your igitems balance in the first place, in which case it returns there.
I bought a game key. Can I still get a refund?
Yes, if you have not revealed it. An unrevealed key can be returned for a full refund within 24 hours of purchase. Once you reveal a key it is claimed from the supplier and can no longer be returned, but you can still open a claim if the key turns out to be invalid, already used, or not for the region or platform stated on the listing.
What if I am in the EU or the UK?
While your order is still undelivered, you can withdraw from it within 14 days of purchase without giving a reason, and you are refunded in full. Once the order has been delivered — the key revealed, the account credentials received, the currency credited, the service performed — the content has been supplied and cannot be handed back, so it cannot be withdrawn from. You still keep the claims in section 02 after delivery: if the order never arrived, or what arrived does not match the listing, you are refunded.