Refund requests

Open the relevant order and request a refund review. Describe the issue, identify the affected item and provide the available evidence. Requests are reviewed manually; submitting a request or a recording does not automatically approve a refund.

For activation-key refund claims under our voluntary policy, an original, continuous screen recording is required. Start on your signed-in order page before clicking Show details to open the encrypted delivery, then record the key redemption attempt and the full error message without cuts, edits or pauses. Keep the recording private, avoid capturing passwords, OTPs or unrelated personal information, and contact order support for submission instructions. Refund claims for keys and codes are reviewed only with this complete activation video; recordings with cuts, pauses or edits are not accepted. Tampering with a recording or making false claims will result in your Nexunite Store account being banned.

Voluntary refunds do not cover buyer-caused errors when the product matched its listing and the instructions were correct: for example, using an unsupported country, redeeming on the wrong launcher or account, ignoring stated requirements, or making prohibited account changes. Problems caused by an incorrect delivery, defective key or Nexunite instructions are reviewed for support, replacement or an eligible refund.

Mandatory consumer rights remain unaffected. A missing recording does not prevent you from contacting support or exercising rights required by applicable law.

Approved refunds may be returned to NexCash when you choose that option. NexCash is store credit and cannot be withdrawn. Other approved refund methods and processing times depend on the original payment method and applicable rights.