Polityka zwrotów

1. Buyer protection

This Policy describes the buyer-protection scheme we operate. Nothing in it limits any mandatory consumer right that applies to you under the law of your country of residence.

If a digital item you buy is not delivered, is not as described, or does not work as it should, you are entitled to a remedy. Where the seller is able and willing to redeliver a working item that fixes the issue, we will support that route. Where that is not possible, we will refund the order.

2. Digital items and change of mind

Every listing on Zagrena is a digital item, delivered either immediately or within the seller's stated delivery window once the order is placed. When you confirm a purchase you ask us to begin delivery right away.

Because of this, an order is not refundable simply because you changed your mind, made a mistaken purchase, or no longer want the item once delivery has begun. Refunds are available only for the delivery and quality issues set out in this Policy. This does not limit any mandatory consumer right you may have in your country of residence.

3. Warranty period

Every listing carries a warranty period, selected by the seller from a set of fixed options (1, 5, 7 or 14 days). During the warranty period buyer protection applies: you are protected against account recovery, undelivered items, pre-existing bans, incorrect credentials and material discrepancies with the listing description.

• 1-day warranty: short window for low-value or fast-turnover items.
• 5-day warranty: basic protection.
• 7-day warranty: standard protection (most common).
• 14-day warranty: extended protection for higher-value items.

4. Eligible refund reasons

You are entitled to a refund in any of the following situations:

• The account was recovered by the original owner.
• The item materially differs from the listing description.
• The login credentials provided are incorrect or do not work.
• The account is banned or suspended for reasons that existed before delivery.
• The seller fails to deliver within the estimated delivery time advertised on the listing.
• Any other failure that would entitle you to a remedy under mandatory consumer-protection law that applies to you.

5. Non-refundable situations

Refunds are not available, and disputes will be rejected, when:

• The warranty period has expired (this does not affect any statutory remedy still available to you).
• You changed the account credentials before the warranty period expired (except when we instructed you to).
• You shared access to the account with a third party.
• The issue is caused by your own actions, including the use of cheats, exploits or third-party tools that violated the game publisher's terms after delivery.
• The dispute relates to buyer's remorse rather than a delivery or quality issue.
• Instead of using our dispute process, you asked your bank or card issuer to reverse the payment; chargebacks are handled separately under our Terms of Service, section 8.

6. How to request a refund

If the seller never delivers within their stated window, you do not need to open a dispute: you can cancel the order yourself from your Dashboard, and it is also auto-cancelled and refunded to your wallet once the delivery deadline passes.

For a problem with an order that has already been delivered:

1. Open the order in your Dashboard.
2. Click "Open Dispute" before the warranty period ends.
3. Select a reason and provide evidence (screenshots, recordings, recovery emails).
4. The seller is given the chance to respond. Our team reviews the evidence and reaches a decision.

7. Outcomes

After reviewing both sides, the dispute is resolved with one of:

• Full refund: the order amount is returned to your wallet in full.
• Partial refund: a proportionate amount is returned where only part of the item or service was defective.
• Dispute released to seller: the evidence supports the seller and no refund is issued.

In some cases, before a refund is issued, the seller may offer to redeliver a working version of the item or to supply missing items. You are free to accept or refuse such an offer; if you refuse and the dispute team finds in your favor, a refund will be issued instead.

Our internal decisions are intended to resolve the matter quickly and are binding on both parties under our dispute process. They do not remove any right you have to pursue a claim under applicable law (see the dispute-resolution and governing-law sections of our Terms of Service).

8. Refund method

Approved refunds are credited to your Zagrena wallet. From your wallet you can either spend the balance on another purchase or withdraw it through the standard withdrawal process.

If you paid by card and would prefer the refund returned to that card instead of your wallet, contact [email protected] after your dispute is approved. Where the original card payment can still be reversed, we will arrange this with our payment partner; bank settlement may take additional working days on top of our processing time. Payments made from your wallet balance or in cryptocurrency have no external source to return to and are always refunded to your Zagrena wallet.

9. Processing time

Once a dispute is approved, wallet credits appear immediately. The full dispute lifecycle (open → seller response window → decision) typically takes a few days; the seller has up to 3 days to respond before the case is escalated to our team.

10. Contact

Questions about refunds: [email protected].

Zagrena LLC, formed in Delaware, USA (filing ID 10695301). Principal office: 8 The Green, Suite 23221, Dover, DE 19901, USA.