Refund policy

Last updated: October 15, 2026

Our products are digital keys that can be used as soon as they are delivered, so please read this policy before you buy.

Before your key is delivered

You can cancel your order for a full refund at any time before we email your key, including pre-orders before the release date. Reply to your order confirmation email or contact us.

After your key is delivered

Delivered keys cannot be returned, so sales are final once a key has been sent, except in these cases:

The key does not work (for example, it is reported as invalid or already used): contact us within 14 days of delivery with your order number and a screenshot of the error message. We will check the key and send a working replacement or refund you in full.
We sent the wrong product, platform or region compared with what you ordered: we will replace the key or refund you in full.
You did not receive your key: if it has not arrived within 24 hours of your order (please check your spam folder), contact us. If we cannot deliver it, we refund you in full.

What is not eligible

Keys that have been redeemed successfully.
Buying the wrong platform, region or edition when the product page showed it correctly.
Change of mind after delivery.
Issues with the game or software itself, such as performance, content, servers or account bans, which are handled by the publisher or platform.

How to request a replacement or refund

Email business@extellc.com with your order number and a short description of the problem. Approved refunds go back to your original payment method; depending on your bank, it can take 5–10 business days to appear.