Refund Policy
In effect from 5 October 2026
This policy explains when you get your money back, when you do not, and how to ask. It forms part of our Terms of Sale and Use, and nothing in it takes away rights the law gives you.
The short version
| Situation | What happens |
|---|---|
| Your key never arrived | Full refund, or we send the key |
| Your key was faulty when we sent it | Replacement, or a refund if we cannot replace it |
| You ordered but have not yet received or viewed the key | Cancel within 14 days, full refund |
| You have received the key | The 14 day right no longer applies - see below |
| Wrong region, wrong platform, changed your mind | No refund |
| Something went wrong on our side | We fix it, whatever that takes |
Your 14 day right, and what ends it
If you are a consumer, UK law normally gives you 14 days to cancel something you bought online and get your money back, without having to explain yourself.
Digital content is treated differently, and for good reason: once a key has been shown to you, it cannot be returned. You could have written it down, redeemed it, or passed it on, and we have no way of knowing.
So when you buy a key from us, you are asking us to supply it straight away, and you agree that doing so ends your right to cancel. In practice:
- Before we have sent or shown you the key - your 14 day right is alive. Email us and we will cancel the order and refund you in full.
- After we have sent the key by email, or made it visible in your account - the 14 day right is gone, and the rest of this policy decides what happens.
This is the same rule every legitimate key retailer in the UK and the EU works under. It does not affect the refunds below, which have nothing to do with the 14 day right.
When we refund
We did not deliver. If your key has not arrived and is not in your account, tell us. Check your spam folder first - that is where most "missing" keys are. If it genuinely has not been sent, we send it or refund you.
The key was faulty. If a key will not activate because it was already used, has been revoked, or was simply wrong, we replace it. If we cannot replace it, you get your money back.
We made a mistake. Charged you twice, sent the wrong product, took the money and the order failed - anything that is our error, we put right.
In each of these cases, if you would rather have the money than a replacement, say so and we will refund you.
When we do not refund
Not because you changed your mind after receiving a working key.
Not because you bought a key for the wrong region or the wrong platform. The product page states these restrictions, and it is worth two seconds to check before buying.
Not because your computer will not run the game. Minimum requirements are on the store page for the game itself.
Not because a publisher or platform has restricted, banned or limited your account. That is between you and them.
Not because you found it cheaper somewhere else afterwards.
Not where we can see a pattern of repeated refund requests that does not look honest.
How to ask
Email support@snagkeyz.com with:
- your order number;
- the game and edition;
- what went wrong, and the exact error message if there was one.
Before you write to us about a key that will not activate, stop trying. Repeated failed attempts can lock a key at the platform's end and make it harder for us to establish what happened and to replace it.
What happens next
We reply within one working day. For a faulty key we check it against our supplier's records, which usually takes one to three working days and sometimes longer if the supplier is slow to come back to us. We will tell you where things stand rather than leaving you guessing.
Approved refunds go back to the card or payment method you used, and nowhere else - we cannot send it anywhere different, and we cannot pay it out in cash or credit unless you ask us to and we agree. We process it as soon as it is approved; how quickly it lands is down to your bank, usually between three and ten working days.
Please talk to us before raising a chargeback
If something is wrong, we will almost certainly fix it faster than your bank will. A chargeback takes weeks, and if it is raised over a key that was correctly delivered we will contest it and may close your account.
One email usually solves it.
Your legal rights
Under the Consumer Rights Act 2015, digital content you buy must be of satisfactory quality, fit for its purpose, and as described. If it is not, you are entitled to a repair or replacement and, where that is not possible, to a refund. Nothing in this policy limits that, and nothing in it limits any mandatory consumer right you have under the law of the country you live in.
Complaints
If you are unhappy with how we have handled a refund, email support@snagkeyz.com and say so plainly. We aim to respond within one working day and to resolve complaints within 14 days.
SNAGKEY LTD · Company number 17494415 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom support@snagkeyz.com