TrueGaming Store Return and Exchange Policy

 

At TrueGaming, we strive to provide the best purchasing experience for our customers. Since all products currently offered are Digital Codes delivered automatically and instantly, the return and exchange policy is subject to the following strict conditions:

 

1. General Rule (No Returns or Exchanges)

 

Due to the nature and sensitivity of digital products and the possibility of their use immediately upon disclosure to the customer, all sales are final and absolute. We do not accept returns or exchanges for any digital code after the purchase is completed and the code is sent, which includes the following cases:

 

• Purchasing a card for the wrong Region that does not match your account (e.g., buying a US Store card for a Saudi account).

• Purchasing a card for the wrong device or platform (e.g., buying an Xbox card when you intended PlayStation).

• Changing your mind or no longer needing the code after completing the order and receiving it.

 

2. Exceptional Cases (Exchange Conditions)

 

The customer is entitled to request an exchange of the digital code for a new one in only two cases:

 

• If the sent code is damaged or invalid for use from the source (Invalid Code).

• If a code entirely different from the product mentioned in the invoice details was delivered (a technical error on the store's part).

 

3. Exchange Request Submission and Technical Verification Mechanism

 

If you encounter a technical issue with the code, you must strictly follow these steps to ensure your request is reviewed:

 

• Permitted Period: You must contact the technical support team within a maximum period of 24 hours from the time of receiving the order, and the time we receive the message is considered the time reference.

• Required Evidence: Provide us with the order number, along with one continuous and uninterrupted video clip clearly showing the process of entering the code on the correct platform and the error message that appears.

• Investigation Procedures: The store will raise a formal inspection request to the authorized distributor to verify the date and time the code was activated. This process usually takes (24 to 72) business hours.

• Final Outcome:

• If the technical report proves that the code was used before the date and time of purchase, the customer will be immediately compensated with a new code.

• If the report proves that the code was used after it was delivered to the customer (even by one minute), the order is considered complete, and the customer is not entitled to compensation.

• The authorized distributor's report is considered the definitive technical reference and the final argument in resolving the validity of the request.

 

4. Refunds

 

In cases where the code is proven to be damaged from the source and the store is unable to provide an alternative code, the amount will be refunded to the same payment method used. It may take (3 to 14) business days for the amount to reach your bank account, depending on the policy of your card's issuing bank.

 

5. Responsibility for Code Protection

 

Once the digital code is received, the full responsibility for its protection transfers to the customer. We completely disclaim responsibility for any code that is stolen, leaked, or used by a third party as a result of customer negligence in protecting their data or sharing it with others.