Return & Refund Policy
At MTCGAME, your satisfaction matters. We've built this policy to be as transparent and fair as possible β and if something goes wrong on our end, we'll make it right.
Digital Product Policy
All products sold on MTCGAME β including game keys, gift cards, in-game currencies, and similar items β are digital products and are not physically shipped.
Due to the nature of digital goods and instant delivery, all sales are handled under our digital product policy outlined below.
MTCGAME is a direct distributor. All products are purchased directly from official publishers and verified by us before sale β no third-party sellers, no grey-market codes.
Definition of Delivery
Delivery is defined differently depending on the product type. Once a product reaches you and becomes accessible, our system registers it as successfully delivered.
Code-Based Products
- βCode is assigned to your account and sent to your email
- βAccess via your account dashboard or secure email link
- βDelivery is complete once the code becomes viewable
Direct Top-Up Products
- βBalance or content is loaded directly onto your account
- βNo code is issued β the top-up is the product
- βPlease verify your account details before confirming
Once a code has been viewed or a top-up has been processed, the product is considered delivered. If you run into any issues at this stage, please reach out to our support team β we'll do our best to help.
Our Standard Policy & When We Can Help
Because digital products are delivered instantly and can be accessed immediately, we're generally unable to process returns after delivery. That said, if there's a verified issue on our side, we'll always step in.
When we can help
- βProduct verified to be faulty, missing, or defective
- βReplacement offered first β your choice
- βIf replacement isn't possible, full refund issued
- βDelivery error on our side
Standard limitations
- βReturns generally not available after delivery
- βDigital products are final sale once delivered
- βNo cancellation once a code is viewed
- βNo cancellation once top-up is processed
Situations Where Refunds Cannot Be Processed
Due to the instant and irreversible nature of digital delivery, refunds cannot be processed in the following situations. If you're unsure about your purchase, our support team is happy to help before you complete it.
Non-refundable situations
- βCode displayed, revealed, accessed, or viewed
- βCode redeemed, activated, or used
- βProduct accessible but unused
- βIncorrect product selection by the user
- βRegion or platform incompatibility
- βIncorrect Player ID, username, or account details
- βSuccessful top-up or direct load delivery
- βAny form of user error or negligence
- βThird-party issues such as in-game technical problems
If your situation isn't listed above or you're unsure whether it qualifies, please contact our support team. We'll review it and let you know what options are available.
Third-Party Platform Actions
MTCGAME takes full responsibility for everything within our scope β from payment processing and product authenticity to delivery and post-sale support. If an issue originates on our side, we own it and we resolve it.
However, once a product has been successfully delivered, certain situations may arise that are entirely outside our control. Actions taken by third-party platforms β such as Steam, PUBG, Epic Games, or other game publishers β including account bans, suspensions, restrictions, or policy enforcement decisions, are made independently by those platforms.
What we cover
- βPayment issues
- βDelivery errors
- βInvalid or missing codes
- βPost-sale support
What we don't cover
- βPlatform-side bans or restrictions
- βAccount policy decisions by publishers
- βTerms of service violations on third-party platforms
- βPlatform enforcement after delivery
Payment Disputes
If you believe there's an issue with a charge, we encourage you to contact our support team first β we're available 24/7 and can usually resolve concerns quickly.
β οΈ A chargeback or payment dispute filed after a product has been successfully delivered may trigger a security review on your account. Reaching out to us directly is almost always the fastest path to a resolution.
Dispute & Verification Process
If you believe there is an issue with your product β such as a used code or a missing top-up β follow this 3-step process.
Contact Support
Reach out to our 24/7 support team via live chat or email as soon as you notice an issue.
Available 24/7Submit Evidence
Provide your order ID, screenshots, or any information that helps our team verify the issue.
Within 7 days of purchaseResolution
Our team will review your case and, if verified, offer a replacement or a full refund as appropriate.
We'll follow up promptlyGeneral Terms
Local Consumer Rights
Depending on your country's consumer rights laws, you may have a right of withdrawal before delivery. This right expires once delivery is completed.
Refund Payments
Approved refunds will be issued via the original payment method where possible. Banks or payment providers may apply additional fees or exchange rate differences.
Security Verification
Our AI-powered systems screen all transactions in real time to protect our customers. In very rare cases, our specialist team may request additional verification to confirm an order is legitimate.
24/7 Support
Our support team is available around the clock. Live chat responds in under 1 minute β reach us any time through the website.
Shopping With Confidence
When you shop at MTCGAME, you're joining over 15 million users who trust us for their digital gaming needs. We source every product directly from official publishers β so what you buy is always genuine.
Direct from publishers. Verified before delivery. Guaranteed genuine.
MTCGAME has been a direct distributor since 2007 β purchasing every code directly from official publishers, verifying via API before delivery, and standing behind every order. If something goes wrong on our end, we make it right.