Refund and Warranty Policy

1. What we sell, and why it matters

Krosty Shop sells digital products with immediate performance: codes, PINs, top-ups applied to your game account, licenses and wallet balance. Once a code is issued, shown to you, or a top-up is applied, the operation cannot be reversed or reused, because the product has already left our inventory and is tied to you.

For that reason, and as stated in our Legal Notice and Terms of Purchase, by confirming your payment you expressly agree to immediate delivery and waive your right of withdrawal for that product. This waiver does not remove your rights over a faulty or undelivered product: that is what the warranty in section 3 is for.

2. When we DO refund your money

We refund 100% of what you paid when delivery never happened, namely: (i) you cancel your order before we dispatch it; (ii) we cannot source the product or it is out of stock; (iii) your payment could not be verified and the order is voided; or (iv) you paid twice for the same order.

You choose how to get it back: credit to your Krosty Wallet (instant, no fees) or a refund to the original payment method (subject to your bank or wallet timings and fees; network fees are not refundable because we never collected them).

3. Conformity warranty: replacement, not refund

We audit every code before delivering it to confirm it is active, valid and unredeemed. If a product still arrives non-functional, our warranty applies: we replace it with an equivalent, working product at no cost.

How to claim: message us on Telegram or WhatsApp within 48 hours of delivery, with your order number and verifiable evidence: a continuous, uncut video of the first redemption attempt showing the full code and the error message from the platform. Without that video we cannot claim from our supplier and cannot replace the product.

We answer every claim during business hours. Replacement is the resolution path for non-conformity cases; it does not turn into a cash refund unless no equivalent product is available, in which case section 2 applies.

4. Subscriptions, streaming accounts and licenses

If a streaming account or subscription stops working within the period you purchased, tell us right away: we either replace it or credit the pro-rated unused time to your Krosty Wallet. The warranty covers the period you bought and does not cover the account holder changing the password, use on more devices than the platform allows, or decisions and blocks made by the service provider itself.

Software licenses are covered against invalid or already-used keys under the same 48-hour window and the same video evidence. Licenses bound to an account or a machine cannot be transferred once activated.

5. What the warranty does not cover

There is no refund or replacement when: you provided the wrong Player ID, email, region or server and the top-up was already applied to that data; you bought a gift card for a region different from your account when you could have checked before paying; the code was redeemed by you or by someone you shared it with; or the claim arrives after 48 hours or without the requested evidence.

Always double-check your details before paying. If in doubt, message us before buying: we would rather sort it out with you than have you lose your money.

6. Our timings, honestly

Every payment is verified and every order is dispatched by a human on our team, one by one. Most orders go out within minutes, and we are available from 8:00 a.m. to 12:00 a.m., Venezuela time, every day. Orders placed overnight are recorded, keep their place in the queue and are processed from 8:00 a.m.

If your order is taking longer than usual, message us with your order number through the channels on our Contact page and we will tell you exactly where it stands.

7. Chargebacks

Before filing a chargeback, message us: we resolve almost every case the same day. We keep proof of delivery for every order and provide it to the bank or payment network. Abusive chargebacks over products that were actually delivered may lead to account suspension.