Refund Policy
Clear and fair rules for returns and replacements of digital goods.
1. General Policy
At PlayXtram, we strive to ensure every customer receives working, high-quality digital products. However, due to the nature of digital goods (instant delivery and exposure of license keys/credentials), all sales are generally considered final once the product has been viewed or delivered.
Exceptions are made solely for defective products or errors on our part, as outlined below.
2. Eligible for Refund/Replacement
You are eligible for a full refund or replacement if your case meets the following criteria:
- Invalid Credentials: The account username/password or activation key provided was invalid at the time of purchase.
- Description Mismatch: The product delivered differs significantly from the description (e.g., incorrect game region, missing skins advertised).
- Out of Stock: You paid for an item that was concurrently sold out, resulting in non-delivery.
3. Non-Refundable Cases
We cannot offer refunds or replacements in the following scenarios:
- Change of mind / Purchased by mistake
- Incompatibility with your PC/Console hardware
- Account bans due to your usage (toxicity, cheating)
- Failure to change password/secure account
- Reporting an issue after the 24h warranty period
- Product key already redeemed by you
4. How to Request a Refund
If you believe you are eligible for a refund, please follow these steps immediately:
Gather Evidence
Take clear screenshots or video proof showing the error (e.g., "Invalid Password" error message).
Contact Support
Email us at support@playxtram.com or open a ticket in our Support Center.
Review Process
Our team will review your claim within 12-24 hours. If approved, the refund will be processed to your original payment method or as store credit (your choice).