İade Politikası | Zagrena

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 we are able and willing to redeliver a working item that fixes the issue, we will offer 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 delivery window stated on the listing 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. It is set by the Platform per game and category. During the warranty period buyer protection applies: you are protected against account recovery, undelivered items, bans and suspensions you did not cause, incorrect credentials and material discrepancies with the listing description.

• Game accounts — 7 days: standard protection, on every game we support.
• Items — 7 days: standard protection.
• In-game currency — 1 day: transfers settle immediately and cannot be reversed by the original owner. Robux is the exception and keeps 7 days, because it lands in a recoverable Roblox account.
• In-game gift deliveries — 1 day: short window after the game's friend-gift cooldown, as we have no further access once the gift lands.
• Gift cards: covered by the delivery guarantee rather than a warranty window.

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 during the warranty period for a cause that predates delivery, such as conduct on the account before it reached you. A suspension imposed for account sharing or account transfer is not covered and is dealt with in section 5.
• We fail 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 are claiming that the credentials never worked or that the item was never delivered, but you had already changed the account credentials yourself. Changing them removes the evidence we would need to check that particular claim; it does not affect any other claim, and you remain free to secure the account (see section 10).
• You shared access to the account with a third party.
• The game publisher suspends, restricts or closes the account for account sharing or account transfer. Publishers require an account to stay with its registered owner and may act on a shared or transferred login at any time, including where you gave nobody else access. We do not control that decision and we do not refund it. This risk stays with the buyer, and it is stated on every account listing before you pay.
• The issue is caused by your own actions after delivery, including a ban or suspension resulting from cheats, exploits, third-party tools, or any other conduct of yours that violated the game publisher's terms.
• 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 we do not deliver within the delivery window stated on the listing, 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. Our team reviews your evidence together with our delivery records and reaches a decision.

7. Outcomes

After reviewing your evidence and our delivery records, 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 rejected: the evidence does not support the claim and no refund is issued.

In some cases, before a refund is issued, we 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 ask us to return it to your original payment method as described below.

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 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 → review → decision) typically takes a few days.

10. Securing the account after delivery

Once an account has been delivered to you, we recommend you change its password, its recovery email and its security settings straight away, and enable two-factor authentication. Doing so does not end your warranty and does not remove your right to a refund for account recovery, a ban, or an item that is not as described.

The one thing it does affect is a claim that the credentials we supplied never worked or were never delivered: once you have changed them, that claim can no longer be checked, so verify that the credentials work before you change anything.

11. 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.