REFUND POLICY · UPDATED 16 Oct 2026

Digital products are non-returnable.

NextGames sells digital products: game keys, gift cards, top-ups / in-game credit and game accounts. They are delivered instantly in electronic form and cannot be “returned” like a physical item. For this reason every completed purchase is final, except in the cases listed below.

In short: once a code has been delivered or revealed in your account, once a top-up has been processed, or once you have confirmed receiving a game account, the order cannot be cancelled or refunded. If something does not work because of us, we replace it or refund you.

1. Waiver of the right of withdrawal

Before paying, at checkout, you expressly agree that the digital product is delivered immediately and you acknowledge that, once delivery starts, you lose the 14-day right of withdrawal that applies to distance purchases. This follows the rules for digital content not supplied on a tangible medium. The order cannot continue without this consent.

2. When we do NOT refund

You changed your mind or no longer want the product.
You chose the wrong region, platform (PC, PlayStation, Xbox, Nintendo, mobile…) or value, although it was stated on the product page.
The code has been redeemed/used (by you or by someone you shared it with).
For top-ups, you entered a wrong player ID, server or other details.
Your account with the game publisher (Steam, PSN, Epic, Garena, etc.) was restricted or banned because of your own actions.
Your device or account does not meet the product requirements.
For game accounts: after you confirmed on NextGames that you received the account and changed its password and recovery details.
The cash-on-delivery (COD) rounding difference, which is credited to your NextGames Wallet and is not paid out in cash.

3. When we help (replacement or refund)

The product was not delivered within the stated time after the payment was confirmed.
The code is invalid or was already used at the moment of delivery, as verified by us or the supplier.
We delivered a different product from the one you ordered, by our mistake.
You were charged twice, or the payment was taken but no order was created because of a technical error.
The top-up was not credited although the details you provided were correct.
The game account does not match its description or cannot be handed over, if you open a “Dispute” before confirming receipt.

Depending on the case, we send another identical code, process the top-up again, or refund the amount paid.

4. How to request help

Open a support ticket within 48 hours of delivery (or of the expected delivery time).
Include the order number, the product and what happened.
For invalid codes, send a screenshot or video of the error message on the platform where you redeem it, with the code visible.

We usually review requests within 1–3 business days. If we need confirmation from the supplier, it can take up to 10 business days. Do not share the code with anyone while the request is under review.

5. How refunds are paid

By default, refunds are credited to your NextGames Wallet and can be used immediately for other purchases.
If you ask for it, or where the law requires it, the money is returned to the original payment method (e.g. POK Pay or card) when technically possible. Processing times depend on your bank or payment provider.
Payment-provider fees and COD shipping costs are refunded only when the error was ours.

6. Game accounts (Marketplace)

Payments for game accounts are held by NextGames until the buyer verifies the account. Check the account immediately, change the password and recovery details and then confirm. If there is a problem, open a “Dispute” on the order before confirming. After confirmation and the review period, the money is released to the seller and the order is no longer refundable by NextGames.

7. Chargebacks and abuse

If you open a chargeback/payment dispute without contacting us first, or for a product you received and used, we may suspend the account, block unused codes and recover the amount through legal means. Abuse (for example repeated “invalid code” claims without evidence) will be rejected.

8. Your statutory rights

This policy does not limit the rights you have under the consumer-protection legislation in force in the Republic of Albania. If any part of it conflicts with the law, the law prevails. See also the Terms & Conditions.