Return & Refund Policy
At MTCGAME, your satisfaction matters. We've built this policy to be as transparent and fair as possible — and if something goes wrong on our end, we'll make it right.
Digital Product Policy
All products sold on MTCGAME — including game keys, gift cards, V-Bucks, and similar items — 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 digital distributor. All products are owned and verified by us before sale — 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 — at which point standard return conditions no longer apply.
Code-Based Products
Purchased products are assigned to your account and you will receive an email notification. You can access your code via:
- →Logging into your account and viewing the code
- →Opening the code through the secure link sent to your email
Direct Top-Up Products
These products do not include a code. The purchased balance or content is directly loaded onto the specified account.
- →Delivery is considered complete once the loading process finishes
- →Please double-check your account details before confirming a top-up
💡 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 — 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.
Standard Policy
- —Returns are generally not available after delivery
- —Digital products are considered final sale once delivered
- —No cancellation once a code is viewed or top-up processed
When We Can Help
- ✓Product verified to be faulty, missing, or defective
- ✓Replacement is offered first — your choice
- ✓If replacement isn't possible, a full refund is issued
When We're Unable to Process a Refund
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.
💬 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 — 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 — such as Steam, PUBG, Epic Games, or other game publishers — including account bans, suspensions, restrictions, or policy enforcement decisions, are made independently by those platforms based on their own rules and investigations.
These situations represent a matter between the user and the third-party platform — not between the user and MTCGAME. Since the product was delivered correctly and in full, MTCGAME cannot be held responsible for how a platform chooses to manage its users or enforce its policies.
This also applies to cases involving illegal activity, terms of service violations, or unauthorized usage detected by the platform after delivery.
Payment Disputes
If you believe there's an issue with a charge, we encourage you to contact our support team first — we're available 24/7 and can usually resolve concerns quickly.
A chargeback or payment dispute filed after a product has been successfully delivered may trigger a security review on your account, as this falls outside our standard process for resolving order issues.
💡 Reaching out to us directly is almost always the fastest path to a resolution. Our team is ready to help.
Dispute & Verification Process
If you believe there is an issue with your product — such as a used code or a missing top-up — 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 with your product.
Available 24/7Submit Evidence
Provide relevant details such as 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
When our AI-powered systems detect an unusual transaction, it is first reviewed by our specialist team. In very rare cases, and only when deemed necessary, additional information or documentation may be requested from you.
24/7 Support
Our support team is available around the clock. Live chat responds in under 1 minute — 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 from official publishers and authorized distributors — so what you buy is always genuine.
By completing a purchase, you confirm that you've reviewed the product details, region, and platform compatibility. If you ever have questions before buying, our support team is just a message away.
🎮 Not sure about something? Ask us before you buy — we're available 24/7 and happy to help you find the right product.
✨ Our Commitment
At MTCGAME, we operate with a reliable supplier network and high transaction security standards. Customer satisfaction is our priority. If you experience any issues, our team will assist you with a solution-oriented approach.