Refund Policy

Refund Policy

This Refund Policy explains when and how Turgame.com refunds orders. It supplements the Distance Sales Agreement and the Pre-Information Form, and is binding on both Buyer and Seller.

1. Guiding Principle

We aim to resolve every legitimate refund request quickly and fairly. Because we sell digital codes that are delivered instantly, refund rules differ from physical goods.

2. Refundable Cases

• Pin code NOT yet revealed: full refund within 14 days of purchase, no reason required.
• Wrong product delivered: full refund, plus, on request, immediate redelivery of the correct product.
• Invalid / already-used code: after verification by our delivery team, either a replacement code is issued or a full refund is paid.
• Payment captured but order failed: automatic refund — no action needed from the Buyer.

3. Non-Refundable Cases

• The pin code has already been revealed (Turkish Distance Contracts Regulation Article 15/1-(ğ); EU CRD Article 16(m)).
• Buyer mistakes — wrong region, wrong platform, wrong product variant — when the product page and order summary clearly identified the item.
• Codes shared with or used by a third party.

4. Refund Procedure

1. From your account go to Orders → select the order → "Request Refund".
2. Provide a brief reason and, if applicable, attach screenshots showing the error.
3. Customer service reviews the request within 1–3 business days.
4. Approved refunds are issued to the original payment method. Banking timelines apply: 7–14 business days for cards.

5. Wallet Refunds

If you prefer, the refund amount can be credited to your Turgame wallet instantly. Wallet balances may be used for future orders or, on request, withdrawn back to the original payment method.

6. Chargebacks

Initiating a chargeback before contacting our support team is discouraged: chargebacks freeze your account during investigation and add bank-side fees that we cannot waive. Please always email [email protected] first — we resolve most cases within 24 hours.

7. Contact

Questions about a refund request: [email protected]. Legal escalations: [email protected].