Tonyzales

Returns policy

Game Codes are digital products. They follow different rules than physical stores. Here we explain when a refund, replacement or denial applies.

When we DO apply a refund or replacement

  • Damaged or non-functional code: if at redemption on tibia.com the system rejects the code as “invalid” or “already used” without you having redeemed it.
  • Duplicate payment: if due to our or the processor’s error the same order was charged twice.
  • Undelivered order: if the payment was confirmed and more than 30 minutes passed without the code appearing in your panel (except crypto, which can take longer due to network congestion).
  • Wrong product delivered: if by mistake we delivered a code from a pack different from the one purchased.

When a refund does NOT apply

  • Code already redeemed in your account: once activated on tibia.com, the Coins remain in your account and the transaction is not reversible (CipSoft rule).
  • You used the wrong account: if you pasted the code into a different account than intended, CipSoft does not allow reversal. Verify before pasting.
  • Change of mind with the code already revealed: by revealing the code you requested immediate delivery and waived your 14-day right of withdrawal. Before revealing it, that right does apply: write to us and we refund you (see Terms).
  • Character banned or account suspended by CipSoft: our responsibility ends with the delivery of a valid code. What happens later with your account depends on CipSoft.

How to file a claim step by step

  1. Contact us at [email protected] or WhatsApp with your order number.
  2. Briefly explain the problem (what happened at redemption, what error tibia.com showed).
  3. If you request a replacement: we send it after verifying the case.
  4. If you request a refund: we process it to the same original payment method (card or PayPal). For crypto we send a replacement by default; where a refund is due, we agree an equivalent method with you at no cost. Stripe/PayPal: 3-5 business days.

Crypto: replacement instead of refund

Crypto payments cannot be refunded to the source wallet because the processor does not support it. If your crypto order matches one of the cases listed above (damaged code, undelivered order, wrong product, duplicate payment), we send an equivalent replacement code from the same pack. For Stripe or PayPal payments you can choose between refund or replacement; for crypto, replacement applies by default. This does not limit your legal right to a refund where applicable: if a refund is due and is not possible to the source wallet, we agree an equivalent method with you at no cost.

Time limits to file a claim

We accept claims up to 7 days after the order date for our fast replacement process. Beyond that we may ask you for more details, but your statutory rights for lack of conformity are not limited and, under Directive (EU) 2019/770, are at least 2 years. If your case is exceptional, write to us and we will review it.

About the Char Bazaar and third-party sales

If you buy Tibia Coins to use in Char Bazaar (character auctions) and the auction fails due to CipSoft rules, the Coins remain in your account to use on something else. We do not refund for that. It is the buyer’s responsibility to know the Bazaar rules.

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