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Refund Policy

Last Updated: 18 May 2026

Overview

K2KEY sells digital goods only — including game keys, activation codes, gift cards, software licences, platform credits, and prepaid vouchers.

Because digital products are delivered instantly and cannot be "returned" once accessed, all sales are final. Please read this policy carefully before making a purchase.

1. No Refund After Delivery

Once a digital product has been delivered to you, it cannot be refunded, returned, or exchanged under the following circumstances:

  • The code, key, or voucher has been displayed, revealed, or accessed on the Website or in your account dashboard
  • The code has been redeemed or used on any platform
  • The product is accessible in your account, even if not yet activated
  • You selected the wrong product, region, or platform
  • The product is incompatible with your device or account due to reasons not disclosed by K2KEY
  • You provided incorrect account details or Player ID at the time of purchase
  • A top-up or direct load was successfully processed to the account you specified
  • You simply changed your mind

By completing a purchase, you explicitly acknowledge that you understand the non-refundable nature of digital goods and consent to immediate delivery.

2. When We Will Help — Defective Products

If your product is genuinely defective at the time of delivery, we will investigate and provide a remedy. A product is considered defective if:

  • The code or key is invalid and has never been used
  • The code was already redeemed before delivery to you
  • The product is technically non-functional and the fault lies with K2KEY or its supply chain

To request assistance for a defective product:

  1. Contact us at [email protected] within 72 hours of delivery
  2. Include your order number, the product name, and evidence of the defect (e.g. a screenshot of the error message when attempting to redeem)

We will review your request and, if the defect is confirmed, provide either: - A replacement code of equal value, or - A refund to your original payment method

Requests submitted after 72 hours, or without supporting evidence, may not be eligible for a remedy.

3. Third-Party Platform Actions — Not Our Responsibility

K2KEY is not responsible for any of the following, and these situations do not qualify for refunds:

  • Account bans, suspensions, or restrictions imposed by Steam, Epic Games, PlayStation, Xbox, or any other platform after you have redeemed or accessed the product
  • Regional restrictions or content unavailability caused by a platform's own policies
  • Publisher decisions to revoke, modify, or restrict game access after delivery

K2KEY sells products as a commercial reseller. We are not affiliated with, nor do we control the policies of, any game publisher or platform operator.

4. Chargebacks

Filing a chargeback or payment dispute with your bank or payment provider after receiving a delivered product is a breach of our Terms of Service and may be treated as fraud.

If you have an issue with your order, please contact our support team first at [email protected]. We are committed to resolving genuine issues fairly and promptly.

Accounts associated with unjustified chargebacks may be permanently suspended.

5. Top-Up and Direct Load Orders

Top-up and direct load transactions are instant and irreversible once processed.

  • You are solely responsible for entering the correct account ID, Player ID, or username
  • K2KEY cannot reverse a top-up that has been successfully delivered to the account you specified
  • No refunds will be issued for top-ups delivered to an incorrect account due to user error

6. Contact Us

For any questions about your order or this Refund Policy, please reach out to our support team:

Channel Details
Email [email protected]
Live Chat Available on the Website
Response Time Within 24 hours on business days

7. Governing Law

This Refund Policy is governed by the laws of Hong Kong Special Administrative Region. Any disputes shall be subject to the exclusive jurisdiction of the courts of Hong Kong.

This Refund Policy forms part of our Terms of Service. By purchasing from K2KEY, you agree to both documents.

Aetheria Global Technology Limited Room P11, Flat 2C, 2/F, Hung To Ctr., 94-96 How Ming St., Kwun Tong, Kowloon, Hong Kong [email protected] | https://k2key.com