Digital products are generally non-returnable, non-exchangeable, and non-refundable after successful delivery, credit, reveal, or use.
2.1 Refunds That May Be Considered
- Payment was completed but the digital product was not delivered.
- Lajoola verifies that the delivered item was incorrect or faulty.
- A wrong gift card, voucher, or denomination was purchased and the digital code has not been viewed or revealed, subject to verification.
- A refund is required by applicable law.
2.2 Refunds That Are Not Normally Available
- The order was delivered correctly using information provided by the customer, including a wrong game ID, account ID, server, region, or product selection.
- A digital code, PIN, voucher, or gift card has been viewed or revealed.
- The product has already been credited, redeemed, consumed, transferred, or otherwise used.
- The customer changes their mind after delivery or after a code has been viewed.
- The customer is unhappy with an in-game result, bonus, event reward, draw result, account outcome, or similar result outside Lajoola’s control.
- The customer voluntarily shares, transfers, or sends a valid digital code or product to another person, including in a scam or fraudulent transaction.
- The issue results from restrictions, suspension, bans, regional limits, or account conditions imposed by the game, publisher, platform, or service provider, unless Lajoola delivered the wrong product.
2.3 Code Reveal
Once a digital code is viewed or revealed, it is treated as delivered and is normally not eligible for refund, even if the customer has not redeemed it.
2.4 Refund Review
Refund requests are reviewed case by case. Lajoola may request screenshots, order details, account information, or other evidence required to verify the issue.
Lajoola may check fulfilment records with its supplier or service provider before approving or rejecting a request.
2.5 Refund Method
Approved refunds will normally be returned through the original payment method where supported. If the original method cannot receive a refund, Lajoola may provide another available refund method.
Refund completion time depends on the payment provider, bank, card issuer, or payment method.
2.6 Payment and Processing Fees
Payment, processing, service, or handling fees charged during checkout are normally non-refundable unless required by law or stated otherwise by Lajoola.
2.7 Final Decision
Lajoola may approve, partially approve, or reject a refund request based on the order records, delivery status, evidence, supplier confirmation, and applicable law.