Refund Guidelines
Our commitment is to deliver a top-notch experience with our activation keys, though we acknowledge the slim chance of issues arising. If you consider a refund, please consult this page's detailed terms and conditions. Here, you'll find comprehensive details on eligibility criteria and the timeframe for processing refunds.
Eligibility for Refunds
We aim to provide flexible refund options for the majority of games and purchases. Yet, it's important to note that certain items may be designated as "non-refundable" and, therefore, ineligible for reimbursement. Examples of such items include skins, virtual currency, and consumable goods. It's also crucial to understand that only purchases made directly through our Luumplay website qualify for refunds.
For in-app and DLC purchases made through Luumplay, refunds may be available for game-related content, provided it remains unused, unaltered, and untransferred. Additionally, select transactions might be eligible for self-service refunds online. To explore this option, simply log into your Account on our website and navigate to the Transactions section within your Account settings. If the purchase meets self-service refund criteria, you can initiate the refund process there.
Refund Timeframe
Requests for refunds on games and goods must be submitted within a seven-day window from the date of purchase. Eligibility for a refund also requires that the total playtime does not exceed two hours.
However, please be aware that "non-refundable" items, such as consumables, virtual currency, and skins, do not qualify for refunds under our policy.
External Factors
Refunds will not be issued for games or other purchases if a user is banned from the service or has violated any rules. Furthermore, your eligibility for a refund could be at risk if Luumplay detects any abuse of the refund policy. Additionally, purchases made via our website are not eligible for return based on personal preference or if the product doesn't meet the minimum usage requirements on your device but is otherwise considered to be of acceptable quality, as determined during the refund evaluation process.
Initiating a Refund Request
To begin the refund process, please visit the Contact Us page on our website and submit your request. For certain transactions, the option for online self-service refunds may be available. You can access this by logging into your Account, navigating to the Account menu in the top right corner, selecting Transactions, and, if eligible, initiating the refund by clicking the "Refund" button.
Refund Processing and Consumer Rights
Refunds are processed according to our standard procedure, crediting the original payment method used for the purchase. Please note that not all payment methods may support this option, and in such cases, Luumplay and the customer may agree on an alternative refund method. The processing time for refunds can vary depending on the payment method used.
For customers in the European Union, Consumer Protection laws provide the right to reconsider your purchase within fourteen days from the date of purchase and to request a refund. If you wish to cancel your order, please inform us in writing as soon as possible within this period. It's important to note that access to downloaded or used content is restricted during this period. We reserve the right to deny refund requests if this condition is violated.
Pre-Order Cancellations
Within Luumplay's policies, you have the right to cancel your pre-order any time before the game's official release and receive a refund. Additionally, if you've played the game for less than two hours post-release, you may request a refund within seven days of purchase. However, such requests must be made at least 48 hours before the game's scheduled release or its availability for pre-download.
Adjustments in Product Pricing
If a price reduction occurs, you can return your purchase, obtain a full refund, and repurchase the item at the lower price, provided you follow the guidelines mentioned previously. This action is not deemed as a misuse of the return policy. Nonetheless, if Luumplay detects any attempt to exploit or abuse the refund policy, the refund eligibility may be compromised. This policy is designed to ensure you can shop confidently, secure in the knowledge that your funds are spent on games you genuinely wish to own and enjoy.