Game Return and Refund Policy
Thank you for choosing our gaming products! To ensure your rights and provide the best user experience, we have established the following return and refund policy. Please read carefully to understand your rights and obligations when requesting a refund or return.
1. Scope of Application
This policy applies to digital games and physical merchandise (e.g., collectibles or limited-edition boxed games) purchased through our official website or authorized platforms.
2. Digital Game Refund Policy
2.1 Eligible for Refund
- The game has not been downloaded or installed.
- The refund request is submitted within 14 days of purchase.
- No violation of the terms of use or abuse of the refund policy (e.g., excessive usage followed by a refund request).
2.2 Non-Refundable Cases
- The game has been downloaded and played for more than 2 hours (or as per platform-specific trial time policies).
- Digital content cannot be used due to non-technical issues (e.g., device incompatibility).
- In-game virtual items, bundles, or other non-recoverable digital content.
2.3 Special Cases
If you encounter technical issues or the game fails to launch after purchase, please contact our support team. We will do our best to assist you. If the issue cannot be resolved, we may consider a refund on a case-by-case basis.
3. Physical Merchandise Return Policy
3.1 Eligible for Return
- The item is returned within 30 days of receipt, in its original condition and packaging.
- The item is damaged during transit or an incorrect item was delivered. In such cases, we will provide a free return or replacement.
3.2 Non-Returnable Cases
- The item has been unboxed without quality issues (e.g., opened limited-edition packaging).
- Damage caused by user mishandling.
3.3 Return Process
- Contact customer service to submit a return request, including proof of purchase and relevant photos (e.g., for damaged goods).
- Await approval, and upon approval, ship the item back to the designated address.
- Refunds or replacements will be processed within 7-10 business days upon receipt of the returned item.
4. Refund Method
Refunds will be issued to the original payment method. Processing time may vary depending on your payment platform or bank, typically taking 5-10 business days.
5. Contact Us
If you have any questions about the return and refund policy, please contact us via:
- Email: baokeduo@hotmail.com
- Phone: +86 18611371611
- Online Support: 24/7 live chat available on our official website
We are committed to providing you with excellent service. Thank you for your support and understanding!