Refund policy

We aim to deliver an unmatched gaming experience, but sometimes, things go differently than planned. If you need a refund, please visit this page for details about our refund policy. Here, you'll find comprehensive information on eligibility criteria and the refund timeline. 

 

Items Eligible for Refund 

 

We are committed to providing flexible refund options for most games and purchases. Note, however, that certain items like consumables, virtual currency, and skins may be classified as "non-refundable" and ineligible for refunds. Also, only transactions made directly through our website qualify for refunds. 

 

Refunds are possible for in-app and DLC purchases made via Hexa Playing if the content remains unused, unaltered, and untransferred. Some purchases may qualify for self-service refunds online. If eligible for a self-service refund, log in to your Account on our site, go to the Account section, choose Transactions, and use the "Refund" option to initiate the process. 

 

Time Constraints for Refunds 

 

Refund requests for products and games must be made within a specific period, starting from the purchase date and extending for seven days. Remember, the total playtime must be under two hours to be eligible for a refund. However, "non-refundable" items like consumables, virtual currency, and skins cannot be refunded. 

 

Force Majeure 

 

Refunds for games or other purchases will not be issued if a user is removed from the service for rule violations. Additionally, be aware that exploiting the refund policy of Hexa Playing could jeopardize your refund eligibility. Lastly, items from our website are refundable only if they meet your personal preference or system compatibility requirements, provided they are deemed high-quality during the refund assessment. 

 

How to Request a Refund 

 

To request a refund, visit our Contact Us page. Some transactions may be eligible for online self-service refunds. Log in to your Account on our website, access the Account menu in the top right corner, and navigate to Transactions to check eligibility. If your game qualifies, click the Refund button to start the process. 

 

Refund Disbursement Guidelines and Consumer Protection 

 

Refunds are processed following standard procedures, which include crediting the original payment method. However, not all payment methods may support this option. You and Hexa Playing might agree on different methods for refund distribution. Be aware that the time it takes to complete a refund can vary based on the payment method used. 

 

For customers in the European Union, it's important to understand how Consumer Protection laws might affect your purchases. These regulations give you fourteen days to reconsider your order. 

 

Please contact us in writing promptly after your purchase to initiate the cancellation process within this reflection period. Note that using or accessing downloaded items during this period is not allowed. Violation of this rule may result in your refund request being denied. 

 

Pre-Orders 

 

At Hexa Playing, you can cancel a pre-order anytime before its release date to get a refund. If you play the game less than two hours post-launch, you're also eligible for a refund within seven days of purchase. Ensure you submit the request at least 48 hours before the game's release or before pre-downloading starts. 

 

Price Adjustments 

 

Adhering to the above guidelines allows you to return your purchase, get a full refund, and then rebuy the item at a lower price. This is not considered a violation of the return policy. However, if Hexa Playing finds any misuse of the refund policy, your refund eligibility may be revoked. This policy is designed to give you confidence in shopping, ensuring your money is spent on games you truly want to play and own.