Return Policy

Return Policy

At Lotkeys.com, we aim to ensure that all digital products are delivered accurately, securely, and as described. This Return Policy complies with the EU Consumer Rights Directive (2011/83/EU) and the EU Digital Content Directive (2019/770/EU).

1. Right of Withdrawal for Digital Content

1.1. Under EU law, consumers generally have a 14-day right of withdrawal.

1.2. However, for digital content delivered electronically, the right of withdrawal ends once:

- The customer requests immediate delivery, and
- The customer acknowledges that the right of withdrawal is lost upon delivery.

1.3. During checkout, customers must confirm the following statement: “Immediate delivery accepted; cancellation right ends upon delivery.”

1.4. After the digital code is delivered and becomes visible to the customer, cancellation or withdrawal is no longer possible.

2. When a Refund or Replacement Is Possible

2.1. Refunds or replacements are provided only in the following cases:

- The delivered digital code is invalid, or
- The code was previously redeemed before delivery to the customer.

2.2. Customers must provide proof such as screenshots showing the error message or platform response.

3. Cases Where Refunds Cannot Be Issued

3.1. Refunds are not possible in the following situations:

- The digital product has been successfully delivered and displayed to the customer.

- The customer selected the wrong region, used VPN/proxy, or attempted to redeem the product in an unsupported country.

- The product cannot be redeemed due to platform-side restrictions, account limitations, security checks, or verification requirements.

- The issue is caused by temporary server outages or platform downtime outside of Lotkeys.com’s control.

4. Return Process

4.1. Customers must contact our support team in writing to submit a return or investigation request.

4.2. Lotkeys may request additional information or evidence to complete the verification process.

4.3. Investigation of defective codes may require confirmation from the relevant publisher or platform, which may extend processing time.

5. Refund Method

5.1. If the code is confirmed defective, a replacement will be issued. If a replacement is not available, a refund will be provided.

5.2. Refunds are processed to the original payment method used during checkout.

5.3. Processing times may vary depending on bank or payment provider policies.

6. Customer Support

6.1. For all refund or product-related inquiries, customers may contact us at: support@lotkeys.com

6.2. All requests are handled in accordance with applicable EU consumer protection laws.