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Refund policy

Refund policy

EU consumer law applied in plain English — when we refund, when we replace, when we can't.

Last updated April 2026
14-day refund window. Refund requests must reach us within 14 days of your order. Refunds are issued back to the original card — we accept VISA and Mastercard only.

The short version

We refund or replace when

  • The code is rejected as invalid by the storefront.
  • The activation region differs from what the product page advertised.
  • You ordered a duplicate by accident within 24 hours and haven’t redeemed it.
  • An order failed but the card was charged anyway.

We cannot refund when

  • The code activated successfully and you simply changed your mind.
  • The code was activated on an account in a region the product page warned against.
  • The game runs poorly on your hardware (always check system requirements first).
  • The publisher pulled the title from the storefront after you activated it.

The legal context

Digital goods sold inside the European Union fall under the Consumer Rights Directive (Directive 2011/83/EU). Article 16(m) explicitly exempts digital content from the standard 14-day withdrawal right once the content has been delivered, provided the buyer was informed and consented at checkout.

In practice that means once we’ve handed you a working activation code and you’ve redeemed it, the contract is fulfilled and the standard withdrawal does not apply. Our voluntary refund / replacement policy extends beyond what EU law strictly requires — we cover the four scenarios above as a customer-trust commitment.

How to request a refund

  1. 01
    Email us within 14 days

    Send a message to support@primearx.com within 14 days of your order. Include your order number, the storefront you tried to redeem on, and a screenshot of the error if applicable.

  2. 02
    Receive a reply

    We answer within 24 business hours. If the problem is replaceable (typo in the code, etc.) we send a fresh one. If a refund is owed we confirm and process.

  3. 03
    Refund processing

    Refunds go back to the original card via our payment processor. Bank-side it usually arrives in 5–10 business days, depending on your card issuer.

Replacement before refund

For activation issues we always offer a replacement code first — it’s faster (typically under one hour) than waiting for a card refund. If a replacement isn’t possible (we’ve sold out, or the publisher has stopped distributing the title) we issue a full refund.

Chargebacks

If you initiate a chargeback through your bank instead of contacting us, your account is flagged and future orders may be declined. We’d much rather hear from you directly — most disputes resolve in one email exchange and we never refuse a legitimate refund request.

Order cancellation

An order can be cancelled before the activation code is delivered. After delivery the order is considered fulfilled and standard refund rules apply. Because delivery normally happens within 60 seconds of payment, the cancellation window is small — if you change your mind during checkout, just don’t click Pay.

Pre-orders

The Shop currently does not offer pre-orders. If that changes, pre-order purchases will be cancellable up to the official release date with a full refund.

Contact for refunds

All refund requests: support@primearx.com. Please include your order number in the subject line so we can find your record fast.