We understand that sometimes purchases of digital game products don’t go as planned. When that happens, we’ll help you request a refund.

Refunds Criteria

Refunds are issued for requests meeting the following criteria:

• Requests made within 14 days of purchase date
• Requests are for games which you haven’t accumulated two hours of gameplay (this only applies to games that do not have a demo)
• Requests made due to lack of compatibility with your computer
• Requests are for games which have a bug

Please be aware that all refunds are issued at our discretion, except where legally required.

If the refund request is approved, you will see it being processed on your GX Games account, and you’ll no longer be able to access the digital game product. Approved refunds can take up to 7 days to appear in your account – however, refunds to international payment methods may take longer. If your refund hasn’t appeared after 7 days, please contact your bank directly and ask about pending refunds on your account.

Check out additional eligibility details, guidelines and resources below.

Refund Eligibility

• Refunds are issued for requests made within 14 days of the purchase date for games in which you haven’t accumulated a significant amount of play time.
• For single-use items (like consumables and in-game currency), your request is likely eligible if the consumable was not redeemed or used.
• If you don’t have access to the account that made the purchase, check the following link to restore the account.

Refund Steps

There are two ways to request a refund:

Option 1

Fill out the following form with all the required details.

Option 2

Through the Payment provider site. We currently have two payment providers available. Check the list below to know which one you need to reach out for each purchase:

In order to request a refund from Xsolla, please read their Refund Policy.

In order to purchase a game with active monetization, a valid debit or credit card is required. Some games may also offer the option to use a PayPal account. However, we are currently phasing out this system and games offering this option will be reduced over time.

Please note that if you do not have a valid debit or credit card, you will not be able to make a purchase. Thank you for your understanding.