Refund Policy

At SIZO Digital Store, we strive to ensure your satisfaction with every purchase. This Refund Policy explains when and how you can request a refund for digital products purchased through our platform.

1. Eligibility for Refunds

You may be eligible for a refund under the following circumstances:

• Non-delivery. If a key cannot be supplied — the supplier has no stock, or the order is cancelled after payment — we refund the undelivered items to your wallet. This does not apply to a pre-order before its release date, which is not yet due.
• Defective Key: The product key is invalid, already used, or does not match the description
• Duplicate Purchase: You accidentally purchased the same product twice
• Wrong Product: You received a different product than what was ordered
• Technical Issues: The product is incompatible with your system and this was not clearly stated

2. Non-Refundable Items

We cannot offer refunds in the following situations:

• Product key has been redeemed, activated, or used
• Change of mind after purchase
• Compatibility issues that were clearly disclosed
• Region restrictions that were clearly stated
• Purchases made more than 14 days ago
• Bulk orders or business purchases

3. Refund Process

To request a refund:

• Contact our support team within 14 days of purchase
• Provide your order number and reason for the refund
• Include screenshots if applicable (error messages, invalid key notifications)
• Our team will review your request within 2 business days
• Refunds are issued as Sizo store credit, added to your account's wallet

4. How Refunds Are Paid

If your refund is approved:

• We do not refund to the card or to a bank account: the payment gateway we use for CIB and Edahabia cards does not support it
• You can spend store credit on any order, in whole or in part, at checkout
• If you checked out as a guest. We keep the amount owed to you on your order, but a refund needs a wallet to go into, and a guest order has none. Create an account with the same email address and the credit is added to it — or contact support and we will settle it with you directly.
• If you would rather not receive store credit, contact support and we will arrange the refund with you directly.
• Partial Refunds: In some cases, partial refunds may be offered for defective products

5. Chargebacks

We take fraud prevention seriously. Initiating a chargeback without first contacting us may result in:

• Account suspension pending investigation
• Ban from future purchases
• Legal action for fraudulent disputes

We strongly encourage you to contact our support team to resolve any issues before disputing charges with your bank.

6. Pre-Orders

Pre-orders. A pre-order is paid now and delivered on its release date, which the publisher sets and may move. You may cancel a pre-order at any time before its release date; the amount is returned as store credit. After release the usual rules above apply. Pre-orders require an account, and cannot be bought as a guest.

7. Promotional and Sale Items

Products purchased during flash sales or with promotional discounts are eligible for refunds under the same conditions as regular-priced items. The refund amount will reflect the price paid after discount.

8. Gift Purchases

If you received a product as a gift, the original purchaser must submit the refund request. Refunds for gifts are issued as Sizo store credit to the original purchaser's wallet.

9. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Refund requests will be evaluated based on the policy in effect at the time of purchase.

10. Contact Information

For refund requests or questions about this policy, please contact us:

• Email: [email protected]
• Include "Refund Request" in the subject line
• Response time: Within 48 hours