In short
- Not delivered yet? Cancel for a full refund.
- Code doesn't work, or the top-up never arrived? We replace it or refund you in full.
- Delivered as ordered? It can't be returned, so check the region and details before you pay.
- Refunds go back to your original payment method through Polar, usually within 5 to 10 business days.
This summary is for convenience. The full text below is what applies.
1. How this policy works
Our products are digital. A code can't be taken back once it has been shown, so whether you can get a refund depends on whether the product has already been delivered. This policy explains what applies at each stage. It adds to your statutory rights and does not replace them.
2. Before payment
You can leave the checkout or cancel on Polar's payment page at any time, and nothing is charged. A checkout that isn't completed expires on its own after 30 minutes.
3. Paid but not yet delivered
If your order shows Preparing delivery, it is paid but hasn't been delivered yet. This happens when a product is briefly out of stock, or with a top-up our team hasn't credited yet.
- You can cancel it for a full refund. Email us with the order number before it is delivered.
- If we can't deliver the order, we cancel it and refund you in full, without you having to ask.
4. After delivery
At checkout you ask us to deliver straight away and confirm that you understand the following. Once a product has been delivered, you can't cancel it or get a refund just because you changed your mind. You are entitled to a replacement or a refund when the product isn't as described:
| Situation | What we do |
|---|---|
| The code is invalid or was already used when we delivered it | We check it with the supplier, then replace the code. If we can't replace it, we refund you in full. |
| A top-up or recharge didn't arrive | We check the transaction reference with the supplier, then send it again or refund you in full. |
| We delivered a different product, region or value from the one you ordered | We replace it with what you ordered, or refund you in full. |
| You chose the wrong region, platform, Player ID or phone number | Not covered, because the product was delivered as ordered. Email us before you redeem it and we'll ask the supplier whether an exchange is possible. We can't promise one. |
| The code was redeemed by someone else after delivery, or you shared it | Not covered. Treat codes like cash and never share them. |
Please report a problem within 30 days of delivery, so we can still check it with the supplier.
5. How to request a refund or replacement
- Email support@alayadids.com from the address used for the order, or use the contact form.
- Include the order number (for example MTS-123456) and describe the problem.
- For a code that doesn't work, add a screenshot of the error message shown when you redeem it.
We reply within 24 hours. Checks with suppliers usually take 1 to 5 business days, and we keep you updated by email.
6. How you are refunded
- Refunds go back to the payment method you used, through Polar. A full refund includes the service fee and any sales tax or VAT you paid.
- Your order shows the status Refunded, and we email you a confirmation.
- Banks usually take 5 to 10 business days to show the refund on your statement.
- We refund the amount charged in US dollars. If your card is in another currency, your bank's exchange rate may make the amount differ slightly.
7. Chargebacks
Please contact us before asking your bank for a chargeback. It is faster, and we can fix most problems directly. If a chargeback is filed for an order that was delivered as described, we may suspend the account while it is investigated.