Refund and Replacement of Digital Products

karolopes.com sells digital activation codes. Such products have specific characteristics: after the code is delivered, the Buyer receives access to information that allows the digital product to be activated on a third-party gaming platform.
For this reason, refunds and replacements of digital products are handled with consideration of their digital nature, the one-time use character of the code and the fact of its activation.
1. When Replacement or Refund Is Possible
The Buyer may request a replacement or refund if:

• the digital code was not delivered within the specified delivery time;
• the Buyer received the wrong product;
• the code was invalid before activation by the Buyer;
• the code had already been used before it was delivered to the Buyer;
• a technical error occurred on the Seller’s side;
• the order was mistakenly duplicated;
• the Buyer contacted support before the digital code was delivered.

Each request is reviewed individually after checking the order, the code status and the circumstances of the purchase.
2. When Refund Is Not Available
A refund for a digital product of proper quality is not available after the digital code has been delivered to the Buyer.
A refund or replacement may also be refused if:

• the code was successfully activated;
• the Buyer transferred the code to a third party;
• the Buyer published, forwarded or otherwise disclosed the code to third parties;
• the Buyer provided incorrect contact details and the code was sent to the details provided during checkout;
• the product is not suitable for the Buyer’s account due to restrictions of the third-party gaming platform;
• the Buyer violated the rules of the third-party gaming platform;
• the Buyer attempts to return the product after using it;
• the request contains false or misleading information.

Since a digital code is disclosed after delivery, it cannot be returned in the same way as a physical product. Once a one-time code is revealed, it cannot be made unused again. Humanity keeps trying to outsmart basic logic, but activation codes remain annoyingly final.
3. Digital Code Replacement
If the review confirms that the Buyer received an invalid, incorrect or previously used code, the Seller may offer:

• replacement of the digital code with an equivalent product;
• replacement with another product agreed with the Buyer;
• a refund, if replacement is not possible.

The decision is made after reviewing the circumstances of the order.
4. How to Submit a Request
To request a refund or replacement, the Buyer must contact customer support and provide:

• the order number;
• the e-mail address or contact provided during purchase;
• the product name;
• the payment date and amount;
• a description of the issue;
• screenshots of the error, if available;
• any other materials confirming the issue.

To speed up the review, the Buyer may provide a video recording of the process of receiving and activating the code. A video recording is not the only mandatory proof, but it may help confirm the issue faster.
5. Request Review Time
The request is reviewed within a reasonable time after all necessary information is received from the Buyer.
If additional information is required for verification, customer support may request it from the Buyer.
The review time may be extended if it is necessary to check the code status, order history, payment details or activation circumstances on the side of the third-party gaming platform.
6. Refund of Funds
If, after review, a refund is approved, the refund is made using the same payment method that was used for the original payment, unless another method is agreed by the parties and does not contradict the rules of the payment provider.
The time required for the funds to be credited depends on the Buyer’s bank, payment system or payment provider.
Bank, payment system or intermediary fees may be withheld in cases provided by their rules.
7. Disputed Transactions and Chargebacks
If the Buyer has an issue with the order, the Buyer must first contact the Seller’s customer support.
Opening a dispute, chargeback or contacting the bank without first contacting customer support may increase the review time, as the Seller will be required to provide the payment provider with documents confirming the order, payment, delivery of the digital product and communication with the Buyer.
The Seller has the right to provide the payment provider or bank with the information necessary to review the disputed transaction, including the order number, purchase date, delivery details, digital code status and customer support communication history.
8. Transfer of the Product to Third Parties
The Buyer purchases the digital product for personal use.
Transferring the digital code to third parties, reselling, publishing, exchanging or otherwise distributing the code is not allowed.
The Seller is not responsible for the consequences of transferring the code to third parties, including its activation, loss, blocking or inability to use it further.
9. Third-Party Platform Restrictions
The digital code is activated on a third-party gaming platform. The Seller does not control the rules, technical operation, restrictions, blocks, regional conditions or policy changes of such platform.
The Buyer must independently make sure that the product is suitable for their account and can be used in accordance with the rules of the third-party platform.
10. Customer Support Contacts
For questions related to refund or replacement, the Buyer may contact customer support using the contact details specified on the website.
When contacting support, the Buyer must provide the order number and a description of the issue.